Founding Customer Success Manager

Gumloop•San Francisco, CA

2d•$185,000 - $225,000•Remote

About The Position

Gumloop is experiencing significant enterprise adoption, with companies like Shopify, Instacart, DoorDash, and Ramp implementing the platform company-wide through organic growth. We are seeking a Founding Customer Success Manager to manage our largest enterprise relationships, drive adoption and consumption within their accounts, and play a key role in establishing the Customer Success function from its inception. This is a foundational role at a company that is shaping the future of AI automation for enterprises.

Requirements

Over 6 years of experience in Customer Success, Account Management, or Solutions Engineering.
Proven experience engaging directly with C-level executives and navigating large, complex enterprise organizations.
Demonstrated ability to manage accounts from initial onboarding through renewal, understanding the critical success factors for each stage.
Strong technical aptitude: ability to deeply understand the platform, build agents and workflows independently, and guide customers through their technical implementations, without necessarily needing to write code.
Comfort and effectiveness operating in a fast-paced, early-stage startup environment with evolving processes.

Nice To Haves

Experience as the first or an early Customer Success hire at a rapidly growing startup.
Background in business process mapping, requirements analysis, and solution design.
Ability to comprehend and communicate AI/ML concepts, API integrations, and software implementation patterns across various customer environments.
Existing network of contacts within enterprise technology or IT leadership.

Responsibilities

Manage a portfolio of enterprise accounts from onboarding through renewal and expansion, serving as the primary point of contact for customers seeking to maximize Gumloop's value for their business.
Develop and implement comprehensive success plans to increase adoption and consumption across the account portfolio, including change management strategies to gain cross-organizational buy-in.
Lead customer interactions such as Quarterly Business Reviews (QBRs) and executive briefings, demonstrating the link between Gumloop usage and tangible business outcomes.
Collaborate with Solutions Engineers to define, design, and deliver intricate customer solutions.
Monitor customer usage patterns to identify areas for optimization and proactively address underutilization to ensure customers achieve their contracted value.
Establish the Customer Success framework by creating playbooks, health scoring systems, onboarding templates, and engagement models.