Customer Success Manager (AI)

TL;DR

Customer Success Manager (AI): Owning technical support and adoption for AI-powered trust & safety platform with an accent on debugging APIs, workflows, and data flows. Focus on investigating issues, driving product adoption, and bridging customers with engineering for optimal outcomes.

Location: Prioritize candidates based in New York City or willing to relocate for close team collaboration.

Compensation: $175K - $200K

Company

Small, fast-moving team backed by Accel and Y Combinator building AI agents for real-time trust & safety, AI red teaming, and content integrity.

What you will do

• Debug and investigate customer issues across APIs, workflows, and data flows, reproducing problems and escalating with context.
• Drive adoption of new features by translating changes into practical workflows and ensuring implementation.
• Own customer relationships as primary contact, building trust with technical and non-technical stakeholders.
• Identify patterns in issues, refine support processes, and contribute to product feedback loops.

Requirements

• 4+ years in a technical, customer-facing role (Customer Success, Solutions, Technical Account Management, Implementation).
• Comfortable debugging issues across APIs, data, or system workflows.
• Experience with databases, logs, or structured data (e.g., SQL, querying).
• Ability to independently investigate and resolve issues without full engineering reliance.
• Excellent communication to explain technical concepts to diverse audiences.
• Strong ownership of outcomes and attention to details.

Nice to have

• Experience with data models, schemas, or backend systems.
• Worked on Trust & Safety, AI systems, or platform products.
• Experience in early-stage or fast-moving environments.

Culture & Benefits

• Intentional, direct, and focused team emphasizing real customer outcomes.
• High-leverage role impacting retention, trust, and product evolution.
• Structured support with SLAs, prioritization, and fast responses.

Hiring process

• Structured, skills-based interviews on real scenarios like handling escalations and prioritizing issues.