Customer Success Manager

Akia; San Francisco, Northern (CA, KY); Hybrid; USD 150,000 - 210,000; Full time

Job summary

Akia, the AI agent for hospitality, is hiring its first senior Customer Success Manager in San Francisco. You’ll own a real slice of revenue from day one, manage post-implementation through renewal, and teach property teams how to work with an AI agent.

You’ll configure Skills, write instructions, tune responses, and lead expansion inside accounts. This role combines account management with hands-on coaching, requiring fluency with LLMs and data-driven decision making.

Qualifications

• 5+ years in customer success or account management at a B2B SaaS company, including 3+ years owning a $2–5M book against retention targets.
• Hands-on fluency with LLMs and agents. You use Claude or ChatGPT daily for actual work, treating prompting as a craft (context, instructions, examples, iteration).
• Genuinely data-fluent. You pull usage reports, keep your CRM clean, and can build a health score from scratch.

Responsibilities

• Full relationship ownership for your book, from post-implementation through renewal.
• GRR and NRR as your primary KPIs, with direct accountability for renewal outcomes and forecast accuracy.
• Teaching customers to get real work out of Akia by configuring Skills and tuning instructions and escalation rules.
• Expansion inside accounts, alongside sales: new properties, new use cases, new Skills.
• QBRs and account planning for top accounts based on outcomes they care about: response times, upsell revenue, staff hours saved, resolution rate.
• Building the function itself: onboarding handoff, escalation paths, segmentation, and the playbooks future CSMs will run.

Skills

Customer success

Account management

B2B SaaS

LLMs / agents

Data fluency

CRM usage

Education

Bachelor's degree or equivalent experience

Job description

Akia is the AI agent for hospitality. Hotels and vacation rental managers hand her guest communication and the day-to-day work: check-in, upsells, guest requests, staff dispatch. She handles it across text, web, and email. Thousands of properties run on Akia today. We're venture-backed, founded by a team of ex-Meta engineers and operators.

We're hiring our first senior Customer Success Manager. You'll own a real slice of company revenue from day one, and you'll decide what customer success looks like here.

You'll also be the person who teaches property teams how to work with an AI agent. What to give her, how to shape the way she responds, which Skills to turn on for their property. It's part account management, part teaching. It only works if you're genuinely fluent with these tools yourself, not just well read on them.

What you'll own.

• Full relationship ownership for your book, from post-implementation through renewal. GMs, ops directors, and executives at multi-property management companies.
• GRR and NRR as your primary KPIs, with direct accountability for renewal outcomes and forecast accuracy.
• Teaching customers to get real work out of Akia. Configuring Skills, writing the instructions and knowledge that shape her answers, tuning tone and escalation rules for each property.
• Expansion inside accounts, alongside sales. New properties, new use cases, new Skills.
• QBRs and account planning for your top accounts, built on the outcomes they actually care about: response times, upsell revenue, staff hours saved, resolution rate.
• Building the function itself. Onboarding handoff, escalation paths, segmentation, and the playbooks the next CSMs will run.

What we're looking for.

• 5+ years in customer success or account management at a B2B SaaS company, including 3+ years owning a $2–5M book against retention targets.
• Real hands-on fluency with LLMs and agents. You use Claude or ChatGPT every day for actual work, you treat prompting as a craft (context, instructions, examples, iteration), and you've built something with these tools.
• Genuinely data-fluent. You pull your own usage reports, keep your CRM clean, and can build a health score from scratch.
• Bachelor's degree or equivalent experience.

Nice to have.

• Hospitality technology or hotel operations background.
• You've written agent instructions, custom GPTs, Claude Projects, or Skills that other people actually used.
• Up for occasional travel, both on-property visits and industry events.

Why this role.

You'll shape the product as much as the accounts. The retention economics are strong and the category is being rebuilt right now. The function is yours to build from scratch.