Founding Customer Success Manager

Valsoft Corporation

12h

About The Position

We’re hiring a Customer Success Manager to own onboarding, adoption, and retention for Carla AI’s growing customer base. This is a hands on role for someone who enjoys working directly with customers, understands how operators run their day to day business, and can turn a new sign up into a long term, high value relationship.
You’ll be responsible for taking customers from contract signed through to fully operational: configuring Carla for their business, training their teams on the dashboard and knowledge base, monitoring adoption, and ensuring they see measurable value from the product. Once live, you’ll own the ongoing relationship, driving retention, identifying expansion opportunities, and acting as the customer’s voice back into the business.
You’ll work closely with the CEO of Carla AI and cross functional stakeholders across Sales, Product, Engineering, and Partnerships. As one of the first customer facing hires, you’ll have a direct hand in shaping the onboarding playbook, defining what great looks like for customer health, and building the success function from the ground up.

Requirements

• 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS.
• Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn.
• Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously.
• Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical.
• Proactive and empathetic: you anticipate customer needs rather than waiting for escalations.
• Comfortable working with data to monitor customer health, spot trends, and inform decisions.
• CRM experience (HubSpot, Salesforce, or equivalent).
• Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment.

Nice To Haves

• Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus.
• Experience onboarding customers onto AI, automation, or voice/conversational technology products.
• Experience building or materially improving customer success processes, playbooks, or health scoring from scratch.
• Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question.
• Startup or early stage SaaS experience where you had to build the function, not just run it.

Responsibilities

• Own customer onboarding and activation
• Lead new customers through implementation: configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows.
• Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day.
• Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved.
• Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows.
• Drive retention and customer health
• Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data.
• Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them.
• Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve.
• Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer.
• Identify growth and expansion opportunities
• Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases.
• Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration.
• Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth.
• Build the success function
• Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes.
• Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot).
• Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers.

Benefits

• Be the first dedicated customer success hire for an AI product that customers can see and hear working from day one.
• Ground floor opportunity: shape the entire post sale experience as the business establishes its own leadership team and scales its customer base.
• Direct influence on onboarding design, customer health frameworks, and product direction through the feedback you bring back from the field.
• Work with a product that delivers immediate, measurable value to operators: every call answered, every booking captured, every minute saved.
• Backed by Valsoft / Aspire Software, combining the stability of a global portfolio with the pace and ownership of a startup.
• Competitive compensation and strong growth potential as the customer success function scales.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees