Customer Success Manager

Avala; San Francisco (CA); Hybrid; USD 120,000 - 165,000; Full time

Benefits offered by this job

Competitive salary

Equity

Health, dental, and vision

FSA

Unlimited PTO

Job summary

Avala is seeking a Customer Success professional to own post-sale relationships with enterprise customers in San Francisco. You will accelerate adoption, drive expansion, and ensure retention, acting as the voice of the customer internally to guide product and operations.

You will build scalable onboarding playbooks, dashboards, and training materials while maintaining risk controls and executive-level reporting.

Qualifications

• 3+ years in B2B SaaS customer success, account management, or technical account management.
• Experience managing enterprise accounts with $100K+ ACV.
• Strong communication with CTOs and executives; clear status emails.

Responsibilities

• Own onboarding and ongoing success for enterprise customers; ensure time-to-value within 30 days.
• Drive net revenue retention above 130% through expansion, upsell, and deep account penetration.
• Build and maintain customer health scorecards, QBRs, and executive-level reporting.
• Advocate for customers internally; channel feedback to product, engineering, and operations.
• Develop scalable onboarding playbooks, documentation, and training materials.
• Identify churn risk and perform proactive relationship management.

Skills

B2B SaaS

Customer success

Account management

CRM/CS platforms

Enterprise accounts

Data-driven decisions

APIs/SDKs

Tools

CRM

CS platforms

Job description

Posted 6 months ago San Francisco, CA full-time

About This Role

Own the post-sale relationship with Avala's enterprise customers — driving adoption, expansion, and retention. You'll be the voice of the customer internally, turning technical onboarding into long-term partnerships that grow year over year.

What You'll Do:

• Own onboarding and ongoing success for enterprise customers, ensuring time-to-value within the first 30 days
• Drive net revenue retention above 130% through expansion, upsell, and deep account penetration
• Build and maintain customer health scorecards, QBRs, and executive-level reporting
• Serve as the customer advocate internally — channeling feedback to product, engineering, and operations
• Develop scalable onboarding playbooks, documentation, and training materials
• Identify and mitigate churn risk through proactive outreach and relationship management

Requirements:

• 3+ years in B2B SaaS customer success, account management, or technical account management
• Experience managing enterprise accounts with $100K+ ACV
• Strong communication skills — you can present to a CTO and write a clear status email with equal ease
• Data-driven approach to customer health, with experience using CRM and CS platforms
• Technical aptitude — comfortable learning APIs, SDKs, and data workflows

Nice to Have:

• Experience in developer tools, data platforms, or ML/AI infrastructure
• Familiarity with autonomous vehicles, robotics, or perception engineering
• Experience building a CS function from scratch at an early-stage startup

B2B SaaS Customer Success Account Management

What We Offer

Competitive salary and meaningful equity in the team building Fleet Learning Infrastructure for Physical AI

Full health, dental, and vision coverage, plus FSA and unlimited PTO

Work on the closed-loop data infrastructure that the next generation of autonomous systems learns from

A team that built Tesla Autopilot's data infrastructure, now building something bigger