Founding CSM

Coverbase • San Francisco, CA

90d

About The Position

The foundation of the modern global economy is built on a dense network of counterparty trust and risk. In the past 50 years, companies have evolved from relying on a couple of wholesalers and vendors, to utilizing 100+ SaaS vendors, contract partners, and cloud providers. Since each counterparty has their own idiosyncratic internal processes and risk profiles, businesses end up spending millions of dollars and countless man-hours conducting due diligence.

Coverbase’s mission is to streamline this business-to-business assessment, reducing human toil, and allowing organizations to work together safely and reliably. We employ modern AI techniques to organize vast amounts of unstructured data and compare them against policies to identify key risks to the business.

We already serve customers across Fortune 500 companies in insurance, higher education, and finance — including five of the top 25 banks in the US.

Our proven leadership team brings deep experience:
Clarence (CEO): Co-founder & former CTO of Unit21, a Series C fraud detection company that has raised ~$92M.
Kao (CTO): Previously led the Stripe engineering team that launched Banking-as-a-Service.
We’ve raised $20M from world-class investors and our team of 12 have built important products at Google, Mapbox and Waymo.
Role Expectations
We’re expanding our customer team! As our first dedicated Customer Success Manager, you will build the backbone of Coverbase’s post-sales motion — shaping how we onboard customers, driving retention, and building processes that scale. This year we’ve partnered with a wave of enterprise and mid-market customers, and now we’re investing in customer experience to drive satisfaction and expansion.
This role is for a customer-obsessed operator who understands both relationship-driven strategic accounts and customer experience processes. You’ll be successful in this role if you can prioritize in ambiguous environments and sift through customer feedback for the use cases that matter most.
You’ll work directly with the founders to build structure and repeatability into our Customer Success engine. While your primary mandate is retention, renewals, and expansion, you’ll also support go-lives—ensuring customers see value early—and provide responsive, high-quality support that strengthens relationships over time. You don’t need specific industry experience, just a strong foundation in SaaS Customer Success and a desire to learn quickly in a collaborative, entrepreneurial environment.

Requirements

• 3–6 years of SaaS Customer Success experience with a track record of retention and strong customer relationships.
• Process-oriented mindset: you bring structure, planning, and accountability to the post sales lifecycle.
• Attention to detail, you’re methodical in your communication with customers and account strategy.
• Strong communication skills, clear, persuasive writing and speaking, especially with enterprise customers.
• Self-starter with a builder’s mentality, comfortable with ambiguity and excited to build systems from scratch.
• Collaborative, curious, and conscientious, you care deeply about doing excellent work and being a reliable teammate.

Responsibilities

• Own renewals and expansion across mid-market and enterprise customers, driving consistent retention and healthy account growth over time.
• Run structured QBRs and executive check-ins that deepen multi-threaded relationships, surface business goals, and align Coverbase’s roadmap to customer needs.
• Identify and qualify expansion opportunities through usage patterns, organizational changes, and evolving customer objectives.
• Support customer go-lives during the first 30–90 days, unblocking onboarding, accelerating early value realization, and reinforcing long-term account health.
• Create scalable onboarding materials, best-practice guides, and repeatable workflows that increase our go-live capacity and shorten time-to-value.
• Provide high-quality customer support, triaging issues with clarity, ownership, and calm communication while driving to fast resolution.
• Act as a bridge to product and engineering, bringing structured customer insights that improve activation, reduce friction, and strengthen our post-sales motion.
• Help define our Customer Success foundation from level 0 — processes, SLAs, documentation, and escalation paths — and shape the culture with your rigor and care.
• Represent Coverbase in customer meetings and strategic conversations (light travel as needed).

What This Job Offers

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