Customer Success Programs Manager (AI SaaS)

TL;DR

Customer Success Programs Manager (AI SaaS): Developing a scalable programs layer to transition individual customer success efforts into repeatable motions with an accent on customer education, community building, and champion advocacy. Focus on driving adoption and NRR through onboarding academies, user events, and customer-led content.

Location: Must be based in or be able to relocate to San Francisco (on-site 5 days a week)

Salary: $180k – $280k + Equity

Company

AI SaaS platform helping teams optimize recruiting using AI, serving over 5,000 customers from early-stage startups to Fortune 500 companies.

What you will do

• Create scalable customer education programs, including onboarding academies, playbooks, and webinars to accelerate time to value.
• Establish and grow customer communities via forums and Slack groups to foster peer learning and virality.
• Develop champion programs (CABs, betas) to identify and activate power users for case studies and references.
• Build the programs layer from scratch with full ownership and a direct line to the VP of CS and leadership.
• Design motions that directly accelerate NRR and reduce CSM burden.

Requirements

• 4+ years of experience in CS Programs, Customer Education, Community, or Lifecycle roles at a fast-growing company.
• Proven track record of building at least one of these motions from scratch.
• Executive presence with the ability to engage senior stakeholders.
• Strong communication skills and the ability to simplify complex concepts.
• Founder mentality and comfort operating independently without a predefined playbook.

Culture & Benefits

• Competitive base salary and equity.
• Comprehensive medical, dental, and vision insurance.
• Daily lunch stipend.
• Opportunity to work in a high-growth environment with 20%+ monthly growth.