Customer Success Manager

Rockstar • San Francisco, CA

8d • Hybrid

About The Position

Rockstar is recruiting for a market-leading AI voice agent company serving mortgage lenders. The fast-growing startup was founded in 2024, has raised more than $21 million, and serves six of the 10 largest independent mortgage banks in the United States. Its AI voice agents handle around 600,000 calls a day and are critical to customers’ businesses.

As Customer Success Manager, you will own relationships with enterprise customers after they go live, helping them adopt the product, define and achieve success, maintain healthy accounts, and grow their use over time. You will serve as the customer’s trusted advisor and the voice of the customer internally, partnering with Forward Deployed and Product teams to improve the agents and product. This is primarily a customer-facing role; you will not build agents, but will develop enough product understanding to diagnose performance and customer needs.

The company describes itself as a high-agency, collaborative, and intensive startup team working on applied AI for mortgage sales. The role will also help establish Customer Success playbooks and operating standards as the company scales.

Requirements

• 2–6 years of experience in customer success, account management, or another customer-facing role; enterprise B2B experience is preferred.
• Clear and effective communication skills, with the ability to deliver good or bad news while maintaining customer trust.
• A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment.
• Good data intuition and comfort interpreting datasets; SQL expertise is not required.
• Willingness to learn and interest in developing a deep understanding of a technical product; prior AI experience is not required.

Nice To Haves

• Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI, or sales tooling.
• Familiarity with mortgage, lending, or another regulated financial services vertical.
• Experience working at early-stage startups.

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, from C-suite executive sponsors to loan officer team leads.
• Understand each customer’s business goals and build and run plans to achieve them, including success criteria, QBRs, and executive business reviews.
• Proactively monitor account health using call data and usage trends, and address issues before they become escalations.
• Identify opportunities to expand AI use to new call types, teams, or lines of business.
• Manage escalations calmly and clearly, coordinating with Forward Deployed, Engineering, and Product teams to resolve customer issues.
• Represent the voice of the customer internally and contribute customer feedback to product roadmap decisions.
• Use LLMs to automate Customer Success tasks such as call reviews, health reports, and QBR preparation.
• Help define Customer Success playbooks and operating standards as the team scales.

Benefits

• Top-of-market medical, dental, and vision coverage for the employee and dependents.
• 401(k) with a top-of-market employer match.
• Unlimited PTO.
• Snacks, weekly team lunches, and dinner on the company.
• Hybrid in-office schedule: four days a week together in San Francisco, with a flexible remote day on Wednesdays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed