Customer Success Manager

gamma.app; San Francisco (CA); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Flexible work from home

Warm and quirky culture

Dynamic team environment

Job summary

A creative technology company in San Francisco seeks an experienced Customer Success Manager to drive customer retention and grow enterprise accounts using AI-powered solutions. This role requires 5+ years in B2B SaaS, strong program execution skills, and the ability to manage complex stakeholder relationships. Join a passionate team dedicated to transforming storytelling in the workplace.

Qualifications

• 5+ years of B2B SaaS experience in Customer Success or similar roles.
• Proven ability to manage high-touch accounts and scaled programs.
• Start-up experience managing transitions from self-serve to sales-assist.

Responsibilities

• Own customer health and retention metrics.
• Design and lead onboarding and training programs.
• Conduct executive business reviews and quantify impact.

Skills

B2B SaaS experience

Customer Success

Account Management

Data-driven thinking

Technical discussion

SQL knowledge

Job description

We're building the creative layer for modern communication. Every month, over a billion people make presentations — but the tools they use to make them haven't evolved in decades. We're changing that, using AI to disrupt a massive market.

📈 Millions of people rely on Gamma to create, teach, and persuade, creating more than 1 million gammas every day.

💻 We see Gamma as the next great workplace tool, combining viral B2C love with a massive B2B opportunity. We believe AI can be a true creative partner: one that understands context, clarity, and taste.

💸 We’ve reached a $2.1B valuation, crossed $100M in annual recurring revenue, and have been profitable since 2023.

💙 We're an imaginative, passionate team who takes our work seriously, but not ourselves. Our culture is warm, a little quirky, and fueled by curiosity.

About the role

You'll transform grassroots enthusiasm into thriving team and enterprise accounts. This means owning the full customer lifecycle for a dynamic portfolio from fast-growing startups to large enterprises, ensuring every customer realizes the transformative value of AI-powered content creation. You'll be part architect, part educator, part detective—identifying expansion opportunities hidden in usage data, orchestrating seamless hand-offs with Sales, and designing programs that scale.

This isn't your typical CSM role. You'll own customer health, gross retention, and net dollar retention, designing onboardings and training programs that create Gamma champions. You'll navigate complex stakeholder relationships, conduct executive business reviews that quantify impact, and partner with Sales to convert high-potential accounts. You'll also experiment with AI-powered workflows that make Customer Success itself more efficient while building playbooks and one-to-many programs that serve our growing base.

Our team has a strong in‑office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most.

What you’ll do

• Own customer health, gross retention rate, and net dollar retention, focusing on preventing churn before it happens
• Design and lead onboardings and training programs for new customers, ensuring successful deployment, product adoption, and creating Gamma champions
• Create playbooks for common customer journeys and develop one‑to‑many programs that efficiently serve our growing customer base
• Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma’s impact on customer workflows
• Partner with Sales to convert high‑potential accounts and maintain ownership of the customer relationship post‑sale
• Channel customer feedback to Product and Design teams on features and use cases that unlock enterprise value

What you’ll bring

• 5+ years of B2B SaaS experience in Customer Success, Account Management, or similar customer‑facing roles with a strong track record or meeting or exceeding goals through strong program‑level execution
• Start‑up experience, preferably at PLG companies managing the transition from self‑serve to sales‑assisted
• Proven ability to manage both high‑touch strategic accounts and scaled customer programs
• Track record operating with resourcefulness and agility, using a strong growth mindset to learn and turn constraints into solutions—all while navigating the ambiguity inherent in high‑growth environments
• Data‑driven thinking with focus on impacting key metrics
• Comfortable discussing technical concepts like APIs and SSO with key stakeholders
• Active AI user who experiments with new tools and can articulate AI best practices to customers
• Ability to context‑switch between executive communications and hands‑on user training
• SQL knowledge or familiarity with data analysis (Nice to have)
• Background in design or design software (Nice to have)
• Track record of building CS operations from scratch (Nice to have)

Compensation range

Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above.

If you’re interested in this role but you don’t meet every requirement, we encourage you to apply anyway! We’re always excited about meeting great people.

We believe Gamma’s storytelling platform will make people happier at work.

Let’s be real: no one likes building decks. And yet, they’re a necessary part of work life. We’re on a mission to free orgs from the drudgery of deck building, while dialing up the magic of storytelling and turning dread into delight.

We care deeply about our customers’ success.

If we don’t think they’ll get real ROI from Gamma, we won’t sell it to them. Customer success drives all of what we do — from our first interaction with them, to their umpteenth renewal. We aim to help our customers win the next pitch, land the compelling case, drive employee satisfaction, and let storytelling reign.

Our tiny team has massive impact and reach

• 1 million
• 6 million
• AI images generated daily
• 1 trillion LLM tokens processed per month

… all driven by customer value.

Life at Gamma

• You get energy from small teams doing big things.
• You love when design, code, and storytelling overlap.
• You default to action, even when the answer isn’t clear yet.
• You value details, but know when to ship and move on.
• You bring both the spreadsheets and the sparkle, equal parts workhorse and unicorn.
• You believe AI should amplify creativity, not replace it.
• You know kindness and intensity are not opposites.
• You like working with people who care deeply: about their craft, their teammates, and the users on the other side of the screen.

Who we are

Gamma is full of imaginative, passionate people who take their work seriously but not themselves. The culture is warm, a little quirky, and fueled by curiosity. It’s the kind of place where you’ll debate a pixel on Monday, laugh over someone’s keyboard setup on Tuesday, and ship something remarkable by Friday.

We care about craft, move with intention, and don’t mind getting a little scrappy. It’s fast, creative, and occasionally chaotic — but that’s what makes it interesting.

Here’s a bit about what it’s like to work here, from people on the inside:

“quirky, inspiring, fun, a little wild in the best way”

“You can have an idea and just run with it.”

“Everyone’s talented and humble — the mix keeps you sharp.”

“We ship cool stuff, learn a ton, and laugh a lot doing it.”

Meet the team

We’re a team of dreamers and doers building in beautiful San Francisco 🌉

We’re kabbadi enthusiasts, pickleballers, dog herders, woodworkers, keyboard nerds, potters, and more — and we can’t wait to meet you!