What are the responsibilities and job description for the Customer Success Manager position at Pangram Labs?
About Pangram Labs
Pangram Labs is a seed-stage AI research lab building state of the art detection products for text and image. We believe that transparency around authenticity and authorship is important, and that this is a pressing and growing issue in the era of AI proliferation. We're building a growing team focused on solving critical detection challenges for enterprise customers across sectors.
Role Summary
As our first dedicated Customer Success Manager, you'll own account management and customer success playbooks across our product lines. You'll work with the executive team and AEs to establish effective onboarding playbooks for all customer types, while ensuring all existing B2B accounts are well-serviced. You'll be crucial in helping us build strong, lasting customer relationships and drive retention and expansion.
Objectives of the Role
Establish and execute customer success and account management playbooks
Ensure high customer retention and satisfaction by delivering exceptional onboarding, support, and proactive account management
Develop and execute strategies that drive product adoption and maximize customer value
Monitor customer health metrics, track KPIs, and identify at-risk accounts for retention efforts
Identify upselling and cross-selling opportunities to expand customer use of products
Gather customer feedback and communicate product improvement suggestions to the development team
Advocate for the customer within the organization to ensure their needs are prioritized
Execute and optimize customer support processes for our individual customers
Your Tasks
Onboard customers and guide them through setup, implementation, training, and initial usage
Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss goals
Handle vendor questionnaires and compliance requirements
Promote swift adoption timelines and track feature usage to ensure customers achieve their goals
Deliver customized reports and insights demonstrating the impact of our solutions
Lead customer training sessions and demonstrations to enhance product knowledge
Manage customer support tickets and resolve problems quickly and effectively
Identify and support at-risk accounts to improve overall retention and NRR
Work with AEs to identify expansion opportunities and support contract renewals
Develop customer success playbooks and resources
Serve as the liaison between customers and internal teams (product, sales, support)
Support ongoing admin and logistics work for each account
Required Skills & Qualifications
Completed at least a Bachelors Degree
2+ years of experience in customer success, account management, or customer-facing roles
Experience managing customer onboarding, retention, and expansion
Strong interpersonal and communication skills with ability to build and maintain long-term relationships
Excellent problem-solving abilities with a customer-focused, proactive mindset
Strong organizational and time management skills
NYC-based and available for in-person work
Self-managing, intrinsically motivated, and bias toward action
Preferred Skills & Qualifications
Experience working at fast-growing software startups
Technical aptitude for API and technical enterprise deal support
Familiarity with CRM tools (HubSpot) and customer success platforms
Experience with customer success best practices and frameworks
Ability to manage complex, enterprise-level accounts
Data analytics and reporting skills
What We're Looking For
You're intrinsically motivated and biased toward action - you take ownership and solve problems cleverly and independently. You're ambitious, organized, and can juggle multiple priorities seamlessly, as well as operate with an inbox zero mentality. As a communicator, you command presence on calls and video; you're likeable and make a great first impression. Most importantly, you maintain a genuine positive and resilient attitude when things get tough.
Compensation & Benefits
Salary: $120,000-$160,000 OTE
Equity: We offer meaningful equity compensation in the form of stock options
Benefits: Health, dental, and vision insurance, 401k with 4% employer match
PTO: 20 days of PTO plus company holidays and a “Choose your own holiday” policy
Salary : $120,000 - $160,000