Customer Success Manager

Claryo•San Francisco, CA

2d•Hybrid

About The Position

We’re looking for a Customer Success Manager (CSM) to ensure our customers successfully adopt and scale our platform. This role sits at the intersection of customers, product, and deployments — working closely with Forward Deployed Engineers and Product Managers to turn successful deployments into long-term customer value. You will own the post-deployment customer lifecycle, ensuring customers realize measurable impact, expand usage, and become long-term partners. This is not a traditional CSM role — it requires strong operational thinking, comfort with technical products, and the ability to work directly with warehouse operators and leadership teams. This role reports to the COO. We’ve found a ton of value and upside in spending time together, so our team works from our SF and NYC offices three days a week. In addition to our in office culture, this role requires 50% travel. Why This Role Matters Deploying AI into real-world operations is only the first step — long-term value comes from sustained adoption and measurable impact. The Customer Success Manager ensures that our technology becomes deeply embedded in customer workflows and delivers ongoing operational improvements. You will play a critical role in turning early deployments into durable customer relationships, driving retention and expansion while feeding real-world insights back into product and engineering.

Requirements

Experience in Customer Success, Account Management, or similar customer-facing roles in a B2B SaaS or technical product environment.
Strong ability to work with enterprise customers, ideally in operationally complex environments (logistics, supply chain, manufacturing, or similar).
Travel to warehouse facilities to work directly with customers (~ 2 weeks / month)
Comfort working with technical products, including ability to understand APIs, integrations, and data-driven workflows (no coding required, but technical fluency is important).
Proven track record of driving customer adoption, retention, and expansion.
Strong communication and relationship-building skills across both technical and non-technical stakeholders.
Ability to operate in early-stage startup environments with high ownership and ambiguity.

Responsibilities

Own the post-deployment customer lifecycle, including onboarding, adoption, retention, and expansion.
Partner closely with Forward Deployed Engineers during and after deployments to ensure we’re driving customer value and ongoing success.
Build strong relationships with customer stakeholders across operations, technical, and leadership teams.
Drive customer adoption and usage, ensuring the product becomes embedded in daily workflows.
Define and track success metrics (KPIs) tied to customer outcomes and operational impact.
Identify opportunities for account expansion, including new use cases, sites, or product capabilities.
Act as the voice of the customer, translating feedback into actionable insights for Product and Engineering teams.
Develop and refine customer success playbooks to improve repeatability and scalability.
Proactively identify risks to customer success and drive resolution across internal teams.