What are the responsibilities and job description for the Customer Success Manager / CSM position at Snatch UP Jobs?
Customer Success Manager (First CSM Hire) | High-Growth AI Startup
Location: San Francisco, CA (South Park) - Initial onboarding / training in New York City
Compensation: $120,000 - $130,000 Base 10%-15% Performance Bonus
Work Structure: Full-time, Monday-Friday (On-site / Office-based)
About The Company
We have partnered with a well-funded, early-stage AI startup that is transforming the B2B sales sector. Backed by millions in seed capital and trusted by major global enterprises, their cutting-edge software helps sales teams maximize performance. With an international team, they are currently establishing their core presence in San Francisco.
The Opportunity
As the company’s first Customer Success Manager, you will shape the post-sale customer journey, drive retention, and build the foundational CS playbooks from scratch. This is a high-impact, ground-floor role with a direct path to leadership as you build and scale the team down the line.
Key Responsibilities
Own the Customer Journey: Act as the primary trusted advisor for a growing portfolio of enterprise and mid-market accounts, ensuring seamless onboarding, high adoption, and maximum ROI.
Build the Playbook: Design, implement, and optimize Customer Success processes, health scores, and retention strategies from scratch.
Drive Retention & Expansion: Proactively identify account risks and expansion opportunities to maximize Net Revenue Retention (NRR).
Cross-Functional Collaboration: Serve as the voice of the customer, partnering closely with the product and engineering teams to influence the software roadmap.
Future Leadership: Lay the groundwork to hire, mentor, and lead a team of CS professionals as the company scales.
Requirements & Qualifications
Experience: Minimum of 3 years of dedicated Customer Success Management (CSM) experience, ideally within a B2B SaaS, tech startup, or fast-paced digital environment.
Startup Grit: A dynamic, high-energy professional who thrives in ambiguity, possesses a strong entrepreneurial spirit, and loves working in a rapidly changing environment.
Location & Commute: Ability to work full-time out of the South Park, San Francisco office daily.
Onboarding Flexibility: Ability to travel to New York City for comprehensive, hands-on training and onboarding prior to the SF office opening.
Communication: Exceptional relationship-building, communication, and presentation skills.
What’s on Offer
Competitive base salary of $120K - $130K.
Performance-based annual bonus of 10% - 15%.
Ground-floor equity potential at a well-funded AI startup.
Clear, accelerated path to a leadership/management role.
Flexibility for hybrid/remote options after the initial onboarding and stabilization period (first few months).
Location: San Francisco, CA (South Park) - Initial onboarding / training in New York City
Compensation: $120,000 - $130,000 Base 10%-15% Performance Bonus
Work Structure: Full-time, Monday-Friday (On-site / Office-based)
About The Company
We have partnered with a well-funded, early-stage AI startup that is transforming the B2B sales sector. Backed by millions in seed capital and trusted by major global enterprises, their cutting-edge software helps sales teams maximize performance. With an international team, they are currently establishing their core presence in San Francisco.
The Opportunity
As the company’s first Customer Success Manager, you will shape the post-sale customer journey, drive retention, and build the foundational CS playbooks from scratch. This is a high-impact, ground-floor role with a direct path to leadership as you build and scale the team down the line.
Key Responsibilities
Own the Customer Journey: Act as the primary trusted advisor for a growing portfolio of enterprise and mid-market accounts, ensuring seamless onboarding, high adoption, and maximum ROI.
Build the Playbook: Design, implement, and optimize Customer Success processes, health scores, and retention strategies from scratch.
Drive Retention & Expansion: Proactively identify account risks and expansion opportunities to maximize Net Revenue Retention (NRR).
Cross-Functional Collaboration: Serve as the voice of the customer, partnering closely with the product and engineering teams to influence the software roadmap.
Future Leadership: Lay the groundwork to hire, mentor, and lead a team of CS professionals as the company scales.
Requirements & Qualifications
Experience: Minimum of 3 years of dedicated Customer Success Management (CSM) experience, ideally within a B2B SaaS, tech startup, or fast-paced digital environment.
Startup Grit: A dynamic, high-energy professional who thrives in ambiguity, possesses a strong entrepreneurial spirit, and loves working in a rapidly changing environment.
Location & Commute: Ability to work full-time out of the South Park, San Francisco office daily.
Onboarding Flexibility: Ability to travel to New York City for comprehensive, hands-on training and onboarding prior to the SF office opening.
Communication: Exceptional relationship-building, communication, and presentation skills.
What’s on Offer
Competitive base salary of $120K - $130K.
Performance-based annual bonus of 10% - 15%.
Ground-floor equity potential at a well-funded AI startup.
Clear, accelerated path to a leadership/management role.
Flexibility for hybrid/remote options after the initial onboarding and stabilization period (first few months).
Salary : $120,000 - $130,000