Enterprise Customer Success Lead – Onboarding & Growth

Foundation, Inc.; San Francisco (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Foundation, Inc. is seeking a seasoned Customer Success Manager to own and grow relationships with a portfolio of mid-market to enterprise customers post-onboarding. You’ll drive adoption, align goals to the Foundation platform, and help customers realize long-term value.

You’ll work across Product, Engineering, and Operations, lead onboarding efforts, monitor health metrics, and escalate issues while shaping how we support customers as we scale.

Qualifications

• 5–7 years of experience in Customer Success, Account Management, or related SaaS role.
• Proven ability to manage multiple accounts and build strong customer relationships.
• Excellent written and verbal communication; translate technical concepts for customers.
• Experience collaborating with Product, Engineering, and Operations.
• Comfort working in ambiguity and evolving processes.
• Strong organizational and project management skills.
• Familiarity with SaaS tools (CRM, ticketing, analytics dashboards).
• US work authorization.

Responsibilities

• Own a portfolio of mid-market to enterprise customers post-onboarding.
• Build trusted stakeholder relationships, conduct regular health reviews and success conversations.
• Drive adoption and value realization by aligning goals to platform capabilities.
• Monitor account health, usage trends, and engagement metrics; address risks and expansion.
• Lead or oversee onboarding with Onboarding and Operations teams.
• Coordinate training, manage timelines and go-lives.
• Act as escalation point for issues; ensure timely resolution and clear communication.
• Collaborate with Product to translate feedback into insights.
• Help refine onboarding playbooks and internal docs.
• Maintain account documentation and produce leadership updates.
• Contribute to knowledge base and customer-facing guides.

Skills

Customer success

Account management

Onboarding

Tools

CRM

Ticketing systems

Project tracking tools

Analytics dashboards

Job description

Foundation, Inc. is seeking a seasoned Customer Success Manager to own and grow relationships with a portfolio of mid-market to enterprise customers post-onboarding. You’ll drive adoption, align goals to the Foundation platform, and help customers realize long-term value.

You’ll work across Product, Engineering, and Operations, lead onboarding efforts, monitor health metrics, and escalate issues while shaping how we support customers as we scale.