Customer Success Manager

Waystation AI•Redwood, CA

23d•Onsite

About The Position

The Customer Success Manager is the first real owner of our customer relationships, from kickoff through expansion. This role is responsible for owning the customer relationship and taking it off the founder's plate. The primary measure of success is getting customers to value and keeping them there. The individual will own a book of accounts end-to-end, running the room, owning the deployment, driving each account to its time-to-value date, and spotting expansion as usage climbs toward and past committed spend. This role offers unusual access and scope, with the expectation that both will be utilized effectively. The company, Waystation AI, is building the operating system for procurement in consumer packaged goods (CPG), replacing chaotic, opaque, and costly sourcing processes with an AI-powered platform that creates structure, visibility, and leverage. Waystation AI is led by a repeat founder and backed by prominent investors, with paying customers and real usage.

Requirements

Operator background.
A defined edge, grit, and customer obsession.
Ability to learn fast and adapt quickly to new products, customers, or domains.
Ability to own problems from start to finish and resolve them independently.
Proclivity to use tools, automation, and agents to scale efforts.
Commitment to the company's mission and growth.
Demonstrated grit and perseverance through difficult, long-term challenges.
Experience with Claude Code is desired.
Must be willing to work in-person in Redwood City, CA, 5 days a week.

Nice To Haves

Procurement, CPG, or food industry experience is a strong plus, but not required.

Responsibilities

Own the relationship with a book of accounts, serving as the customer's primary point of contact.
Run onboarding and kickoffs, setting the evaluation bar with the customer and gathering necessary inputs and context for the product.
Drive value in multi-stakeholder meetings, managing skeptics and pushing each account to its time-to-value date.
Spot and drive expansion opportunities as usage grows toward and past committed spend.
Build leverage by standing up light tooling and automations to scale personal efforts and surfacing usage patterns to the product team for proactive development.