What are the responsibilities and job description for the Senior Customer Success Manager position at Brainfish?
Senior Customer Success Manager (Remote, West Coast US)
About Brainfish
Brainfish builds AI support agents designed for complex B2B enterprise and growth businesses. Our agents resolve tickets across every channel: chat, email, Slack, Zendesk, help centres, grounded in each customer's real product knowledge, personalized by account, role, and plan. We're not building a chatbot layer. We're replacing the entire support workflow with something that actually works, and we have the metrics to prove it.
The Opportunity
This is a foundational hire. You'll own our most important customer accounts and, for the right person, grow into leading the Customer Success function as we scale. Alongside our CEO, you'll own the CS strategy and performance from day one.
What You’ll Own
A portfolio of US-based enterprise and growth-stage accounts, end to end: onboarding, health, renewals, and expansion
The CS strategy, tooling, and operating rhythm as you grow into the function
Retention and net revenue retention targets: you'll own the number
The relationship between customer insight and product direction: you'll be our clearest voice on what customers need next
QBRs, executive relationships, and the commercial conversations that come with them
CS infrastructure: building workflows, playbooks, and reporting that scales
You’ll Be a Great Fit If You
Have 5-8 years in Customer Success at a technical B2B SaaS or AI company, with strong commercial outcomes (NRR improvement, expansion revenue, churn prevention) not just healthy relationships
Are technically capable: you can configure an AI agent, understand integrations, read API documentation, and engage credibly with engineering on product and performance questions
Know how to use product data to run a commercial conversation (like resolution rates and deflection numbers)
Can hold a room with a VP of Support and a VP of Engineering in the same conversation
Are a self-starter: you identify the gap, build the solution, and execute without waiting to be asked
Are comfortable building in a startup environment where the tools, the process, and the team are still taking shape
Move with urgency; our customers have high expectations and you'll match them
Ideal Experience
Experience at a SaaS or AI company from Seed through Series B, where you built as much as you managed
Previously set up or significantly improved CS operations: playbooks, health scoring, QBR cadences, tooling
Worked with US enterprise accounts with high expectations and short feedback loops
Based on the West Coast or willing to work West Coast hours: this role overlaps with customers and our Sydney team across both US and Australian timezones
Enough AI/ML literacy to understand how an LLM-powered product works and have a credible conversation with an informed audience
Comfortable with HubSpot, Notion, Slack, and the willingness to build workflows that scale
Bonus: hands-on experience with Zendesk, Intercom, or other support platforms, and familiarity with developer APIs
What We Offer
A genuine path to Head of Customer Success as the company scales
Direct access to the CEO and founders
The chance to define what great CS looks like at an AI company at the start of something important
A high-trust, high-feedback culture where good work is noticed and rewarded
Competitive salary, equity, and benefits