Founding Customer Success Manager, AI
About the Role
This is a founding Customer Success role at an early-stage AI-powered sales automation startup serving the sports and youth program industry. There is no inherited playbook, no existing team structure, and no backlog of accounts to step into. You will define what client success looks like, build the systems to deliver it, and own the most important client relationships from day one.
The company uses voice AI and multi-channel automation to help organizations automatically reach, enroll, and retain customers — and you will be the person who makes that technology land for mid-market and enterprise clients.
What You'll Do
- Onboard mid-market and enterprise clients end-to-end, from contract signature through full adoption
- Train operators and non-technical stakeholders on voice AI and multi-channel automation tools
- Present confidently to rooms of 20+ stakeholders; make complex AI concepts clear and credible to non-technical buyers
- Build core CS infrastructure from scratch: onboarding workflows, health scoring, QBR cadences, and escalation paths
- Own the post-sale revenue engine — drive expansion across seasons and programs, and be accountable for renewals and upsell
- Surface product insights directly to engineering and establish structured feedback loops for continuous improvement
- Identify expansion opportunities early and act on commercial instincts before clients ask
What We're Looking For
- Required: Experience onboarding and managing mid-market and/or enterprise clients in a B2B context
- Required: Comfortable demoing and explaining AI products to non-technical audiences; proficiency with voice AI or multi-channel automation tooling
- Required: Proven ability to present to large, mixed stakeholder groups and earn trust quickly
- Required: Commercial instinct — you spot expansion opportunities and drive upsell proactively
- Required: Builder mindset — you can create CS processes, templates, and systems where none exist
- Nice to have: Prior startup experience building CS operations from scratch
- Required: Authorized to work in the United States without visa sponsorship
Location & Work Arrangement
This role is based in New York City and requires on-site presence. No remote option is available.
Compensation & Details
Competitive compensation commensurate with experience. Full-time role. Specific package details shared during the interview process.