Customer Success Manager

Granola; Santa Fe (NM); On-site; USD 90,000 - 140,000; Full time

Job summary

Granola is seeking a Customer Success Manager to join our growing US CS team in San Francisco. You will own a book of high-value enterprise accounts end-to-end, from onboarding to renewal and expansion, acting as a trusted advisor and driving adoption of our AI-powered note-taking platform.

You will collaborate with Sales, Product, and Leadership to shape CS processes, playbooks, and systems as we scale, with a focus on building scalable onboarding and successful outcomes for customers.

Qualifications

• 4+ years in Customer Success with 2+ years managing a consistent post-sales book.
• Experience in PLG / high-velocity SaaS environments, not heavy enterprise motions.
• Comfort with modern SaaS stacks and AI-related tooling.
• Based in the US and able to work from SF office 5 days/week when available (no visa sponsorship).

Responsibilities

• Own and grow a book of business across accounts from onboarding through renewal and expansion.
• Lead high-touch onboarding for strategic accounts with Sales and Recruitment.
• Become a trusted advisor and help design workflows and best practices around AI-powered note-taking.
• Take on technical ownership of AI integrations and tooling as the product evolves.
• Contribute to CS playbooks, processes, metrics, cadences, and segmentation as we scale.
• Collaborate with Sales, Product, and Leadership to feed customer insights into roadmaps.

Skills

Customer Success

SaaS experience

Cross-functional collaboration

Product integrations

Tools

Attio

Stripe

Juro

Omni

Job description

About Granola

Hey! We're team Granola We're building the leading AI-powered notepad for people in back-to-back meetings, a product that's spreading through teams and redefining how knowledge is captured and used. We help teams turn messy call notes into structured insight, so they can spend more time focusing on what's important and less time on admin.

The Opportunity

We're growing our US Customer Success team and looking for our next CSM to join our founding US CSMs in San Francisco. You'll own a book of our highest-value enterprise accounts end-to-end, from onboarding through renewal and expansion. You'll be a core part of a small, ambitious team where your work directly impacts customer experience and our US GTM motion.

What You'll Do

• Own and grow a book of business across business, enterprise, and high-potential accounts, from onboarding through renewal and expansion.

• Run high-touch onboarding for strategic accounts, including custom kickoffs with Sales and Recruitment.

• Become a deep product expert and trusted advisor to customers, helping them design workflows, best practices, and change management around AI-powered note-taking.

• Take on technical ownership of AI integrations and setup (e.g., MCP-style integrations, AI tooling) as the product evolves.

• Contribute to our CS playbook: processes, metrics, cadences, and how we segment and support accounts as we scale.

• Collaborate closely with Sales, Product, and Leadership to bring customer insights into roadmap and go-to-market decisions.

What We're Looking For

Your background looks something like…

• 4+ years in Customer Success (ideally 5+), with at least 2 years managing a consistent book of business at the same company throughout the post-sales lifecycle (onboarding, adoption, renewal / upsell).

• Experience in PLG / high-velocity SaaS environments (think Intercom, HubSpot, or earlier-stage Monday.com/Asana-style products) rather than large, heavy enterprise motions.

• Comfort working with modern SaaS and GTM stacks (e.g., Attio, Stripe, Juro, Omni). Experience with AI products & integrations is a strong plus.

• US-based and able to work from our San Francisco office 5 days a week once we have one (no visa sponsorship available).

As a person you...

• You're a builder: resourceful, self-sufficient, and excited to help shape CS processes, playbooks, and systems as we grow.

• You're hungry and ambitious. You care about growth, impact, and taking on wide scope in a small team.

• You're genuinely customer-obsessed: you build strong rapport, ask sharp discovery questions, and leave people feeling understood and supported.

• You're curious about product and AI, and enjoy digging into how things work and pushing for deeper understanding.

• You communicate clearly, collaborate well with Sales and Product, and are comfortable operating with ambiguity in a fast-moving startup.

Nice to have

• Hands-on experience with AI tooling or integrations (e.g., MCP-style integrations, AI-powered workflows, or similar).

• Experience at an earlier-stage company where you helped shape the CS function.

About the Opportunity

We are living in the most exciting time for tool builders since Engelbart's demo in 1968 and we want to assemble the best crew to build this future together. Our compensation philosophy is to hire the best people in the market and pay them accordingly with salary, variable, and equity.