Founding Customer Success Manager (AI)

TL;DR

Founding Customer Success Manager (AI): Owning 100+ high-value accounts and building the foundation for a global CS organization with an accent on technical setups, CRM integrations, and multi-channel AI environments. Focus on retaining and expanding accounts, leading a global team, shaping product direction, and building the CS playbook from the ground up.

Location: New York City office, 5 days per week in-person

Salary: Competitive base salary + expansion commission on sourced revenue

Company

AI Frontdesk is transforming how small businesses connect with their customers.

What you will do

• Retain & Expand for 100+ mid-market/strategic accounts, driving 95%+ retention and identifying expansion opportunities across voice, chat, and lead capture products.
• Configure complex, no-code technical setups including Zapier automations, CRM integrations (HubSpot, Salesforce), and multi-channel AI environments.
• Monitor and optimize call logs, chat transcripts, and usage metrics daily to catch issues before customers notice and uncover expansion plays.
• Lead global team performance through weekly coaching sessions with Philippines CSMs, building scalable playbooks and driving toward 2x conversion rates and 95%+ CRM accuracy.
• Shape product direction by synthesizing customer insights and reporting directly to leadership on strategic opportunities.

Requirements

• Technically fluent with 2-5 years in customer success or account management—you're a HubSpot/Salesforce power user who builds Zapier automations and troubleshoots API integrations without engineering support.
• Revenue-driven with a track record of hitting expansion quotas and identifying upsell opportunities.
• Player-coach who can lead without formal authority while maintaining excellence across your own book of business.
• Proactive problem-solver who catches issues early, documents clearly, and knows when to escalate vs. fix independently.
• Process builder excited to create scalable systems and train teams, not just manage accounts.

Nice to have

• Data analysis chops (Excel/Sheets wizardry) for usage pattern analysis and health scoring.
• Conversion rate optimization to guide customers on how our tool can get them more customers.
• Light scripting ability (JavaScript, Python, SQL) for custom automation.
• High-growth B2B SaaS experience (bonus points for Zapier, DoorDash, or similar).

Culture & Benefits

• Location: New York City office, 5 days per week in-person
• Ground-floor impact: Define customer success at an AI company scaling from startup to category leader—build the playbook, team structure, and culture from day one.
• Rapid career growth: Clear path to Head of CS or VP Customer Success within 18-24 months, managing a team of US CSMs and owning enterprise accounts.
• Executive visibility: Direct CEO reporting with real influence on product roadmap and company strategy.
• Cutting-edge product: Work at the forefront of conversational AI and watch your customers transform their businesses in real-time.
• Hybrid ownership model: Unique blend of retention excellence and expansion revenue—own both the relationship and the growth.