Lead Customer Success Manager – AI-Native / Equity / SaaS / Player-Coach

Job Description

A Series A AI-native SaaS company — backed by the founders of Gainsight and Freshworks and led by a CEO with two successful exits — is hiring a Lead CSM to serve the wave of enterprise and mid-market customers choosing their platform over Seismic and Highspot following the landmark industry merger. If you measure success in pipeline lift and win rate improvement, not health score colors and QBR decks, keep reading.

 

In This Role You Will:

Own a portfolio of marquee and strategic accounts end-to-end — from onboarding and adoption through renewal and expansion — while coaching one direct report and shaping the CS playbook for a company that defines customer success as measurable business outcomes, not feature adoption. You will lead executive business reviews framed around your customers’ board commitments: pipeline lift, win-rate improvement, ramp-time reduction, and forecast accuracy. You will be the internal voice of the customer across sales, product, and engineering — and your insights will directly shape the product roadmap. You will help build the CS operating model, health score, and intervention protocols for a company that is defining a new category. This is a player-coach role from Day 1, not a step toward management someday.

 

Why This Opportunity Stands Out:

• Seismic + Highspot just merged — you’ll serve customers who chose the AI-native alternative and need a CSM who can guide them through real transformation, not onboard them to a feature list
• NRR target ≥110% — this is CS with real revenue upside; you carry an expansion number, not a soft health metric
• Backed by the founder of Gainsight — the person who invented the CSM role is in your investor base
• 4.8 stars on G2, Momentum Leader, Easiest to Use — customers love the product; your job is to make them case-study worthy
• Player-coach from Day 1 — strategic account book + one direct report + CS Ops support
• Direct influence on product roadmap — your customer insights reach engineering and shape what gets built
• Remote-first, ET preferred — 10–25% travel for onsites, conferences, and team time
• Build your CS brand — company explicitly supports community presence: LinkedIn, podcasts, stages

 

Compensation & Benefits:

• $115,000 – $150,000 OTE
• Variable tied to GRR (≥92% target) and NRR (≥110% target)
• Equity / stock options
• Health, dental, and vision insurance
• 401(K) — confirm match during process
• Flexible PTO
• Travel expenses covered for customer onsites, conferences, and team events

 

Hardest Part of the Job:

You are building the CS function, not inheriting a finished one. Playbooks, health scores, and intervention protocols are works in progress — and improving them is part of your mandate. Success is measured in board-level business outcomes, which means you must have hard conversations when customers are not realizing value, even when they claim to be happy. CSMs who prefer structured environments, pre-built QBR templates, and health score autopilot will struggle here. CSMs who are energized by building something durable and measurable will thrive.