Senior Customer Success Manager

LOCATION

This role is fully remote within the United States or hybrid from our Denver, CO office. Candidates must be authorized to work in the U.S. without current or future need for sponsorship. We are not able to sponsor visas for this position. You must be located in and able to work from one of the following states: AZ, CA, CO, FL, GA, IL, LA, MA, MI, NC, NJ, NV, NY, OR, TX, UT, VA, WA, WI.

ABOUT the company

At the company, we’re building a truly context-aware experience where you never have to search for the right answer again. It starts with Sidekick, our execution layer that lives in your browser, Slack, and beyond. Sidekick anticipates a sales rep’s next move, translating complex signals into in-flow coaching, automated workflows, and deal-aware content creation — constantly answering the only question that matters:

“Given everything I know about this deal, what should I say, share, or do right now?”

But delivering that experience requires more than a chatbot. It requires an authoritative system of truth that governs how a company goes to market. A content platform that keeps information dynamic and accurate as the business evolves, connecting enablement to real revenue outcomes. An intelligence layer humans rely on, and the one other AI systems consume. It requires, the company.

Recognized as a Visionary in Gartner’s 2025 Magic Quadrant™ for Revenue Enablement Platforms, we’re reimagining how people work and learn in an AI-first world. Come build with us!

Backed by: $60M+ from Craft Ventures, Felicis, Foundry Group, and Renegade Partners

Trusted by: A 2025 Gartner Visionary powering teams at Southwest Airlines, Justworks, Equifax, and FlorenceHQ.

THE ROLE

As a Customer Success Manager at the company, you own the outcomes for a portfolio of mid-market and enterprise accounts. You're the person your customers call when they need a thought partner, a strategic advisor, and internal advocate. You're not a support function — you're a revenue driver.

You will be responsible for ensuring every customer in your book is actively realizing the value of the company, building champions at every level, and turning healthy accounts into expansion and advocacy opportunities. This is a high-impact, high-visibility role on a lean team where your work is directly felt by the business and by the customers you serve.

We're looking for someone who brings the same relentless focus on outcomes to their customers that the company brings to its users: the right answer, at the right time, every time.

WHAT YOU'LL DO

• Own the post-implementation relationship for a portfolio of accounts — from adoption through renewal, expansion, and advocacy

• Drive adoption of the company across your customers' revenue teams, helping them embed deal rooms, AI Sidekick, and just-in-time enablement into their daily workflows

• Build deep, multi-threaded relationships with champions and economic buyers, including VP and C-level stakeholders in Revenue, Enablement, and Sales Operations

• Lead strategic business reviews that connect the company's impact to your customers' revenue goals, not just product usage metrics

• Act as the voice of the customer inside the company — partnering closely with Product, Engineering, Marketing, and Sales to ensure customer feedback shapes what we build and how we go to market

• Identify and develop customer advocates for case studies, speaking opportunities, and peer references

• Proactively monitor account health using data — surfacing churn risk early and building mitigation plans before things escalate

• Manage escalations with urgency, ownership, and transparency: documenting issues, driving cross-functional resolution, and keeping customers informed throughout

• Collaborate with Sales to identify and close expansion opportunities in your portfolio

• Maintain deep product expertise, continuously learning as the company's platform evolves, and helping customers understand how to apply new capabilities to their specific use cases

WHAT WE'RE LOOKING FOR

• 4–8 years of experience in Customer Success, Account Management, or a strategic customer-facing role at a B2B SaaS company

• A track record of owning net revenue retention — you can speak to renewal rates, expansion ARR, and churn you've prevented

• Proven ability to build relationships at the VP and C-suite level, particularly with Revenue, Enablement, or RevOps leaders

• Experience managing a portfolio of mid-market or enterprise accounts with ARR in the $30K–$200K+ range

• Comfort operating in a fast-moving startup where the playbook is still being built — you're energized by ambiguity, not paralyzed by it

• Strong analytical instincts — you use data to tell a story, identify risk, and make a case for action

• Exceptional communication and facilitation skills: you run tight meetings, write clearly, and present with confidence

• Familiarity with the sales enablement, revenue intelligence, or digital adoption space is a plus

• Experience with Salesforce, Vitally, Gainsight, or similar CS tooling

• Experience with AI tools like Claude, ChatGPT, etcc

• Must be legally authorized to work in the US

WHY the company

• You'll join a team where CS is treated as a revenue function, not a cost center

• Your customers will include some of the most innovative revenue teams in the industry — and they'll actually love the product you're supporting

• You'll work directly with the founding team and have real influence over how CS is built and scaled

• Competitive salary, equity, full benefits (medical, dental, vision), generous PTO, and a culture that means it

• Headquartered in Denver with a thriving in-office community — and fully remote-friendly for the right person

The company is proud to be an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment where everyone can do their best work.