Customer Success Manager

Rox Data Corp•San Francisco, CA

2d•Onsite

About The Position

At Rox, we believe in empowering people to do their best work. Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling. We are reimagining the revenue stack by building the world's first revenue operating system. Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition. We are backed by top investors and have raised $50M from Sequoia, General Catalyst, Google Ventures, Elad Gil, and Chris Ré. As a Customer Success Manager at Rox, you'll own the post-go-live customer lifecycle: adoption, health, risk recovery, and expansion readiness. You'll work across Guided and lower-touch accounts so Growth Strategists and FDEs can stay focused on high-stakes managed launches and technical delivery. This is a hands-on, customer-facing role. You'll run a clear operating cadence with accounts, keep utilization and value evidence visible, and catch leading indicators before they become churn. You'll partner closely with AEs when accounts are ready for expansion, and with Product and Engineering when post-sales signal should change the roadmap. If you believe retention is earned through product value rather than promises, and you want to help build Customer Success at an agentic revenue platform from the ground up, we'd love to talk.

Requirements

3+ years in customer success or post-sales, with ownership of retention, utilization, or expansion outcomes
Track record managing relationships with VP-level stakeholders or above
Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day
Demonstrated ability to drive measurable time-to-value and turn healthy usage into expansion pipeline
Deep empathy for enterprise customers and a passion for helping them succeed
Strong analytical mindset; fluent working with metrics, success criteria, and customer data
Experience with technical or AI-native products; able to speak credibly to current trends and tools

Nice To Haves

STEM degree or quantitative background preferred
Previous experience in consulting, banking, or similar structured environments is a plus

Responsibilities

Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account
Drive adoption and proof of value in the first period after go-live: consumption ramping, value evidence captured, and adjacent-team introductions while goodwill is highest
Run the steady-state rhythm for healthy accounts: QBRs with exec sponsors, live org maps, and a committed rate of qualified expansion opportunities passed to AEs
Diagnose At-Risk accounts early, own a dated recovery plan, and pause expansion plays until the health bar is met
Partner with Growth Strategists and FDEs on handoffs so customers always know who owns them and what "good" looks like next
Establish a reliable internal and customer operating cadence: standups, office hours, metrics reviews, and crisp written updates
Turn post-sales signal into roadmap and docs input with Product and Engineering
Build the playbooks and reporting that make time-to-value and health management repeatable as the book scales