Founding Customer Success Manager

At Peerbound, we power the best go-to-market teams with the voice of their customers.

We use AI to mine unstructured data, such as call recordings, customer reviews, CRM data, and more, to help marketing and sales teams find their biggest fans and turn their words into revenue. Peerbound reimagines how customer content is discovered, created, and delivered to sellers.

We’re a tight-knit team based in NYC, working in-person five days a week. Our founders helped build Braze and Datadog, two of NYC’s top technology IPOs, and we’re backed by the world-class investors behind Square, Instacart, Airtable, and Webflow.

Our customers are leading B2B SaaS companies like AlphaSense, Canva, G2, Gainsight, and Gong. Sales reps and marketers at these companies rely on Peerbound daily to surface assets that help them win deals.

We’re growing fast and on a clear path to profitability. This role reports to the Head of Operations and partners closely with Engineering, Marketing, and the CEO.

What you'll do

At Peerbound, Customer Success is about helping customers earn internal recognition for the work they do. In this role, you will help champions clearly demonstrate their impact, enable go-to-market teams to win with trusted customer content, and build repeatable workflows that keep content fresh and ready when it is needed. Core Customer Success motions that you will own include:

• Onboarding & implementation. Lead new customers through onboarding, from kickoff to go-live, setting success criteria, timelines, and goals.
• Training & enablement. Create and grow our enablement assets (playbooks, guides, videos, templates), and deliver crisp, engaging training for different audiences (admins, CS/marketing, sales leadership, reps).
• Relationship management. Become the primary point of contact and build strong relationships with champions and executives.
• Adoption & monitoring. Track account health, product usage, and time-to-value; proactively address risks.
• Retention & growth. Help identify expansion opportunities (more teams, more channels, deeper workflows) and partner with the CEO/sales on renewals and growth.
• Issue resolution. Triage product issues in conjunction with Engineering, keeping customers informed throughout.
• Support with an automation mindset. Help automate repeatable support work (templates, workflows, self-serve docs, AI-assisted triage) so CS can focus on making the customer successful.

In this role, you will help define what “great” looks like for Customer Success at Peerbound as we scale.

What we're looking for

Must-haves

• 2-3 years of experience in Customer Success, Solutions Consulting, Account Management, or a similar customer-facing role (B2B SaaS and startup experience is preferred).
• Clear, confident communicator who genuinely gets energy from talking with customers.
• Analytical and quick to learn. Able to understand a customer’s workflow, diagnose what isn’t working, and propose a clear plan.
• Technically curious. We use AI to automate repeatable workflows, and as a CSM you will oversee integrations and Peerbound configurations with customers’ technical teams.
• Strong project manager who can run multiple onboarding tracks at once without things slipping.
• Ability to work in person in our Midtown Manhattan office five days per week.

Signals that you’ll thrive here

• You solve problems from first principles.
• You’re ambitious, sharp, and proactive. If something is unclear, you drive it to clarity.
• You’re customer-obsessed and business-minded. You care about outcomes, adoption, and retention.
• You enjoy building systems, including playbooks, templates, automation, and repeatable processes.

Nice to have

• Familiarity with tools like Slack, Salesforce/HubSpot, Gong, Zapier, Notion, and modern AI workflows.
• Experience supporting multi-stakeholder rollouts across Sales, Marketing, RevOps, and CS.

Why Peerbound

• You’ll have real ownership over customers and outcomes.
• You’ll help build the CS function from early days.
• You’ll work directly with leadership and influence product direction through customer insight.

Compensation

• Total compensation: $80,000–$90,000/year, commensurate with experience (plus equity)