Founding Customer Success Manager

Granola•San Francisco, CA

3d•Onsite

About The Position

Hey! We’re team Granola 👋 We’re building the leading AI-powered notepad for people in back-to-back meetings, a product that’s spreading through teams and redefining how knowledge is captured and used. We help teams turn messy call notes into structured insight, so they can spend more time focusing on what’s important and less time on admin. The Opportunity We’re hiring our first US-based Customer Success Manager to build and own our post-sales motion for our highest-value customers. As a Founding CSM, you’ll define how Granola onboards, educates, and grows our business and enterprise accounts, from building the renewals pipeline to crafting in-app and lifecycle strategies that drive activation, adoption, and long-term retention. You’ll be a core part of a small team where your work directly shapes our customer experience and our go-to-market motion in the US.

Requirements

4+ years in Customer Success (ideally 5+), with at least 2 years managing a consistent book of business at the same company throughout the post sales lifecycle (onboarding, adoption, renewal / upsell).
Experience in PLG / high-velocity SaaS environments (think Intercom, HubSpot-style companies, or earlier-stage Monday.com/Asana-type products), rather than large, heavy enterprise motions.
Proven experience running structured onboarding, customer education, and renewal processes for B2B SaaS.
Comfort working with modern SaaS and GTM stacks, such as Attio (or similar CRMs), Stripe, Juro, Omni. Experience with AI products & integrations is a strong plus.
US-based and able to work from San Francisco 5 days a week once we have an office (no visa sponsorship available).
You’re a builder: you’re resourceful, self-sufficient, and excited to create CS processes, playbooks, and systems from the ground up.
You’re hungry and ambitious, and you care about growth, impact, and taking on wide scope in a small team.
You’re genuinely customer-obsessed: you build strong rapport, ask sharp discovery questions, and leave people feeling understood and supported.
You’re curious about product and AI, and you enjoy digging into how things work and pushing for deeper understanding.
You communicate clearly, collaborate well with Sales and Product, and are comfortable operating with ambiguity in a fast-moving startup.

Nice To Haves

Hands-on experience with AI tooling or integrations (e.g., MCP-style integrations, AI-powered workflows, or similar).
Prior experience in a founding or early CS role where you built or materially shaped the function.

Responsibilities

Own and build our renewals and expansion pipeline across business, enterprise, and high-potential accounts, from onboarding through renewal.
Design and run onboarding programs:
Scale onboarding (office hours / group sessions) for cohorts of customers.
High-touch, dedicated onboarding for strategic accounts, including custom kickoffs with Sales and Recruitment.
Develop and iterate activation, adoption, and retention strategies across in-app journeys, email programs, and education content.
Become a product expert and trusted advisor to customers, helping them design workflows, best practices, and change management around AI-powered note-taking.
Help shape our CS playbook from scratch: processes, metrics, cadences, and how we segment and support accounts over time.
Collaborate closely with Sales, Product, and Leadership to bring customer insights into roadmap and go-to-market decisions.
Take on light technical ownership around AI integrations and setup (e.g., MCP-style integrations, AI tooling) as the product evolves.
Represent the voice of the customer internally and help define what “great” Customer Success looks like at Granola.