We're looking for a technically minded, AI-forward Customer Success Manager to help customers build AI-first customer programs and maximize value from the Base platform through a combination of strategic guidance, workflow design, platform configuration, and hands-on solution delivery.
This role sits at the intersection of Customer Success, Solutions Consulting, and implementation. You'll help customers identify opportunities for AI-powered scale and growth, design solutions, launch new use cases, and continuously expand the value they receive from the platform.
What You'll Do
Customer Success and Solutions
- Manage a portfolio of customer accounts
- Understand customer goals, workflows, and business objectives
- Drive adoption, value realization, and long-term customer success
- Identify opportunities to improve customer outcomes through new AI insights, Agents, workflows, modules, and use cases
- Act as a trusted advisor and partner to customer stakeholders
- Train and enable customers on platform capabilities and best practices
- Innovate and help companies create GOAT-level customer programs and experiences.
Solution Design and Implementation
- Design customer experiences and programs with our vibe-coding studio and agentic/standard workflows and automations within the platform
- Independently lead basic integrations, smaller implementations, module launches, and expansion projects
- Partner with onboarding resources on larger or more complex deployments, and with R and D teams when advanced technical support is required
Scalable Customer Operations
- Leverage AI tools and automation to increase productivity and customer impact
- Identify Customer Success Qualified Leads (CSQLs) and expansion opportunities
- Surface customer feedback, product gaps, and emerging use cases to internal teams
- Contribute ideas that help scale customer success operations through AI and automation
What We're Looking For
- 4+ years of experience in Technical Customer Success, Solutions Consulting, Professional Services, Solutions Engineering, Technical Account Management, or similar customer-facing roles in tech companies
- A blend of technical expertise (integrations, CRM implementation, software configuration) and project management skills
- Strong consultative problem-solving skills and the ability to translate customer goals into practical solutions
- Strong communication skills and confidence working directly with customers
- Comfortable operating independently in a fast-moving environment
- Curious, proactive, and eager to learn new technologies and use cases
- Experience with customer marketing, advocacy, community, scaled/digital CS program, or RevOps/CSOps, a plus!
Location
- US-based
- Minimal travel required
