Customer Success Manager
Rockstar • San Francisco, CA22d • Hybrid
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Customer Success Manager
Rockstar•San Francisco, CA
•Hybrid
About The Position
Rockstar is recruiting a Customer Success Manager for a fast-growing AI voice agent company serving mortgage lenders. The company’s agents handle around 600,000 calls a day and are critical to its enterprise customers’ businesses. In this customer-facing role, you will own customer relationships after launch, drive adoption, define success, maintain healthy accounts, and grow them over time. You will serve as the voice of the customer inside the company and work closely with Forward Deployed and Product teams to improve the agents and product. You will not build agents yourself, but will develop enough product understanding to diagnose performance and identify customer needs. The role also includes helping establish Customer Success playbooks and operating standards as the team scales. The company describes itself as a high-growth startup founded in 2024, backed by more than $21 million in funding, with a hybrid schedule involving four days together in San Francisco and a flexible remote day on Wednesdays.
Requirements
- 2–6 years of experience in customer success, account management, or another customer-facing role, ideally with enterprise B2B customers.
- Clear and effective communication skills, with the ability to deliver good or bad news while maintaining customer trust.
- A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment.
- Good data intuition and comfort interpreting datasets; SQL expertise is not required.
- Willingness to learn and interest in developing a deep understanding of a technical product; prior AI experience is not required.
Nice To Haves
- Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI, or sales tooling.
- Familiarity with mortgage, lending, or another regulated financial services vertical.
- Experience working at early-stage startups.
Responsibilities
- Serve as the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, from C-suite executive sponsors to loan officer team leads.
- Understand each customer’s definition of success and build and run plans that achieve it, including success criteria, QBRs, and executive business reviews.
- Proactively monitor account health using call data and usage trends, addressing potential issues before they become escalations.
- Drive account expansion by identifying additional call types, teams, or lines of business where AI can be used.
- Manage escalations calmly and clearly, coordinating with Forward Deployed, Engineering, and Product teams to resolve customer issues.
- Bring customer feedback into the company to help shape the product roadmap.
- Use LLMs to automate Customer Success tasks such as call reviews, health reports, and QBR preparation.
- Help define Customer Success playbooks and operating standards as the team scales.
Benefits
- Top-of-market medical, dental, and vision coverage for employees and dependents.
- 401(k) with a top-of-market employer match.
- Unlimited PTO.
- Snacks, weekly team lunches, and dinner provided by the company.
- Hybrid in-office schedule: four days a week together in San Francisco, with a flexible remote day on Wednesdays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
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