Goals
We’re looking for an experienced Scale Success Program Manager to build and execute on scaled customer initiatives and client onboarding . You’ll be the first person in this role, responsible for designing the playbook, driving successful customer launches, and laying the foundation for a scalable post-sales motion. This is an ideal role for someone excited by ambiguity, energized by customer interaction, and capable of wearing multiple hats. You’ll work closely with customers, support, sales, marketing and customer success to bring our AI solution to life for our customers.
WHY YOU SHOULD JOIN US
Opportunity for impact. No cog in the machine here your results will directly impact our 2025 goals.
Opportunity for learning. You’ll work with an experienced team that has scaled Customer Success organizations from Series A to IPO. We love sharing what we’ve learned along the way.
Startup experience. You’ll see how we build and optimize processes while working closely with our CEO, a 2X Founder with a background in computer science and product design.
We embrace being fully remote. We schedule meetings sparingly and instead heavily use async comms (Slack, Notion, Loom)
🔥 ABOUT THE ROLE 🔥
Fresh off a successful round of funding, we're ready to expand our Customer Enablement team to support our rapidly growing user base. We are looking to hire tech-savvy, experienced team to play a key part in delivering exceptional customer experiences. Join us as we continue to grow!
🚀 RESPONSIBILITIES
Design and deliver the end-to-end customer implementation process—your focus will be successful onboarding within the first 30 days
Build foundational processes, documentation, and tooling for scalable and repeatable onboarding - this includes all forms of customer education (courses, webinars, one-pagers)
Partner with product and engineering to align roadmap priorities with customer needs and gather implementation feedback
Define key success metrics and establish reporting frameworks for internal and customer-facing visibility
Work closely with our instructional designers/ knowledge base creators and internal enablement leads
Manage the overall onboarding program and customer enablement roadmap
Collaborate with sales and customer success on pre-sales planning and post-go-live transitions
Lead end-to-end implementation of our AI solutions for new clients, from kickoff to go-live
Monitor adoption metrics and ensure successful handoff to ongoing success teams
Develop and execute tailored engagement strategies for different customer segments (e.g., SMB, self-serve, low-revenue long-tail).
Build lifecycle playbooks that address onboarding, adoption, expansion, and renewal at scale.
✅ WHO WE THINK WILL THRIVE
Our most successful CS team members have:
4+ years in implementation, technical account management, customer success, or a similar client-facing role—preferably in SaaS or AI/ML startups
4+ years in customer success roles, preferably in the SMB/Scale motion
Experience designing and executing scalable engagement strategies—e.g., onboarding journeys, community initiatives, webinar series, and in-app education.
Strong project management skills with a proven track record of managing multiple implementations simultaneously
A bias for action, comfort with ambiguity, and passion for creating structure in a fast-moving environment
Entrepreneurial mindset: resourceful, low-ego, and mission-driven
Excellent communication, presentation, and interpersonal skills
Experience in a startup environment is highly desirable
