Founding Customer Success Manager

Hyperscale•San Francisco, CA

1d•Onsite

About The Position

Hyperscale is building AGI for physical operations. We're a team of ex-Samsara engineers and operators deploying frontier agentic systems in the real world. The result is a superagent that autonomously handles the highest-volume, most complex back-office workflows physical operations depend on: load coordination, scheduling, support, finance and billing, and more. We're live with some of the largest fleets in the US, running millions of autonomous tasks each week, with strong customer satisfaction. We're backed by top investors and moving fast. We're hiring a Founding Customer Success Manager to own the customer relationship after the deal closes. You'll onboard new customers, run a regular meeting cadence with every account, drive adoption, and handle inbound support. The split is roughly 70% customer success and 30% support. Onboarding is the core of the job: running workshops with customer teams, doing hands-on setup to connect their systems, and getting them from signed contract to daily usage. From there you'll keep accounts healthy with regular meetings, new use cases, and fast answers when something isn't working. This is a founding role. There is no CS team or playbook yet. You'll build both, working directly with the founders, and use our own agent to automate the repetitive parts as the customer base grows. If you like working directly with customers and building from scratch, this role is for you.

Requirements

3+ years in customer success, implementation, or onboarding at a B2B SaaS company, ideally early stage
Comfortable running a high volume of customer meetings every week
Highly comfortable talking to customers, including non-technical operators and executives
Technical enough to handle hands-on setup work: accounts, integrations, API keys, and permissions
Organized and dependable: you can manage many accounts at once without letting things slip
Strong written and verbal communication
High agency, comfortable with ambiguity and moving fast in an environment where the playbook does not exist yet
Excited to use AI aggressively in your own work, not just in the product you support

Nice To Haves

Experience supporting AI products or other complex technical systems in production
Prior experience standing up a CS or support function at an early-stage company

Responsibilities

Own onboarding for every new customer, from kickoff to daily usage
Run onboarding workshops with customer teams, from leadership to end users
Do the hands-on setup: accounts, integrations, and permissions
Coordinate with engineering on technical setup and keep onboardings on schedule
Run a regular meeting cadence with every customer
Share updates and new capabilities with customers to encourage usage
Work with customers to find new use cases and expand what the agent handles for them
Track account health and drive every customer toward full rollout
Field inbound support requests: resolve what you can, and route the rest to engineering and product with the context they need to prioritize
Follow up with the customer when fixes ship
Set up support tooling as volume grows: ticketing, a knowledge base, and runbooks for common issues
Define and track support metrics (response time, resolution time, CSAT)
Build the onboarding and success playbook from scratch
Use AI to automate the repetitive parts of the job: meeting prep, health tracking, follow-ups, support triage