Founding Customer Success Manager

Role overview Help launch and grow customer partnerships in the United States for an AI-powered product that reduces administrative work for frontline care workers. As the first customer success hire focused on this expansion, you’ll guide organizations from onboarding through adoption, measure outcomes and build the practices needed for lasting partnerships. The role works closely with customers and company leadership, combining implementation, training, evaluation and account growth.

Responsibilities - Lead remote and in-person onboarding and coordinate partner implementations. - Run user training and feedback sessions, track engagement and help teams adopt the product. - Build relationships with frontline users and senior stakeholders, responding to needs and resolving issues. - Plan pilot evaluations, collect baseline measures and analyze outcomes; communicate findings through concise updates and reports. - Identify opportunities for renewals and account expansion, prepare proposals and support longer-term agreements. - Share customer insights with product and go-to-market teams, and help develop customer success processes for the US market.

Requirements - Two to four years of experience in a high-growth, venture-backed startup. - Strong relationship-building skills and the ability to establish trust with people at different levels. - Excellent written and verbal communication, including clear presentations of complex information. - A proactive, detail-oriented approach to customer needs, problem solving and delivery. - Comfort adapting in a fast-moving environment with ambiguity and changing priorities. - Motivation to improve outcomes in frontline care settings.

Benefits and work setup - Base salary of $80,000–$130,000 plus commission; final compensation depends on qualifications, skills, location and experience. - Benefits include healthcare, a 401(k), 23 days of holiday plus US public holidays, enhanced parental leave and eligibility for a six-week sabbatical after three years. - Additional support includes wellbeing and professional development funds, a home office equipment allowance, access to coaching and therapy, and a meditation app subscription.