AI Customer Success Manager

raylu-ai; New York (NY); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401k with 3% automatic contribution

Paid lunches

Citi Bike benefit

Job summary

Raylu is hiring our first Customer Success Manager to be the face of the company and make the product indispensable to customers. You will own the full customer journey—from first login to daily power user—acting as the bridge between customer insights and product improvements.

You will own onboarding, trial conversion, and high-touch engagement, build dashboards, influence the roadmap, drive renewals and expansion, and help establish a scalable CS foundation with cross-functional teams in a

Qualifications

• 2-5 years in customer success/account management at a hyper-growth B2B startup or finance in PE or VC, consulting.

Responsibilities

• Onboarding & Trial Conversion: Quickly educate teams on Raylu and tailor the product to solve research problems.
• Metrics & High-Touch Engagement: Set up dashboards and monitor customer activity to trigger proactive product updates.
• Product Expertise & Roadmap Influence: Synthesize feedback into clear product requirements shaping the roadmap.
• Expansion & Growth: Drive renewals and account growth by quantifying value and identifying expansion opportunities.
• CS Foundation: Build repeatable processes, playbooks, dashboards, and operating frameworks in collaboration with Partnerships, Sales, and GTM.

Skills

Customer success

Account management

Product sense

Prompt engineering

Executive communication

Job description

Position Summary

We're hiring our first Customer Success Manager to be the face of Raylu and make our product indispensable to customers. You'll own the full customer journey - from first login to daily power user - while living at the nucleus of the company as the bridge translating customer insights into product improvements.

Responsibilities

• Onboarding & Trial Conversion: Quickly educate teams on Raylu, understand their workflows deeply, and tailor the product to solve their specific research problems.
• Metrics & High-Touch Customer Engagement: Set up dashboards and be obsessed with customer activity. Reach out when engagement drops or when customers need guidance to use the platform effectively. Anticipate customer needs and deliver product updates, new features, and solutions before problems arise.
• Product Expertise & Roadmap Influence: Master Raylu best practices. Synthesize customer feedback into clear product requirements that shape our roadmap.
• Expansion & Growth: Drive renewals and account growth by quantifying value delivered and identifying expansion opportunities across customer accounts.
• Customer Success Foundation: Help build the CS function from scratch - creating repeatable processes, playbooks, dashboards, and operational frameworks that scale as we grow. Work directly with Partnerships, Sales, and GTM.

Who You Are

Experience

• 2-5 years in:customer success/account management at a hyper-growth B2B startup or finance in PE or VC, consulting, or

Mindset & Skills

• Customer-centric with strong product sense: deeply understand how investors think and operate, grasp their workflows quickly, and translate needs into clear requirements
• Scrappy, resourceful, and action-oriented: structure ambiguous problems, pick things up quickly, juggle multiple initiatives, and deliver results in a fast-paced environment
• Live at the intersection of technical and non-technical: comfortable learning AI/LLM tools, becoming a product expert in prompt engineering, and translating between customer needs and engineering teams
• Excellent communication and relationship-building skills with the ability to work professionally with executives, managers, and analysts alike
• Revenue-minded: comfortable discussing expansion and contracts while always prioritizing customer value

Nice to Have

• Prior experience building Customer Success processes or programs from 0→1
• Obsessed with startup/funding/financial news, deep familiarity with private market investing workflows and sourcing strategies

Logistics

• Compensation: $140K - $190K salary, $50K-100K equivalent in new hire equity (4 year vest)
• Location: New York City. We are a fully in-office team working out of Midtown Manhattan Monday through Friday. We allow for WFH days when anyone is traveling, but we do not allow for permanent remote work.
• Benefits:
  • Generous health, dental, and vision insurance
  • 401k with 3% automatic contribution (no vesting)
  • Paid Lunches
  • Wellness and Citi Bike benefit