Founding CSM — Lead Onboarding & Adoption for B2B SaaS

Cooper AI; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Benefits offered by this job

Salary + equity

Medical, dental & vision insurance

Monthly wellness stipend

401k with company match

Unlimited PTO

Company lunches 5x per week

Offsites and team events

Job summary

Cooper AI is seeking a Customer Success Manager in San Francisco to own onboarding, activation, and ongoing post-sale success for a growing B2B SaaS customer portfolio. You’ll partner with customers to drive adoption and retention, while shaping playbooks and processes with cross-functional teams.

You’ll thrive in ambiguity as a founding hire, build scalable customer-success motions, and contribute to product and go-to-market strategies with strong ownership and communication skills.

Qualifications

• 4-7 years of Customer Success experience in B2B SaaS.
• Experience owning onboarding, activation, adoption, and retention.
• Track record of building or improving customer-success processes and playbooks.
• Strong analytical instincts; using usage data to identify risks and opportunities.
• Excellent communication and stakeholder-management with technical and non-technical customers.
• Consultative, customer-obsessed approach with ownership mentality.
• Comfort operating in a fast-paced, ambiguous founding-hire environment.
• Curiosity and the ability to partner with technical teams.

Responsibilities

• Own end-to-end onboarding and activation for every new customer.
• Build and iterate scalable onboarding, activation, and account-health playbooks.
• Manage relationships across a portfolio of existing customers as post-sale contact.
• Monitor product usage, adoption, and account health; flag changes and coordinate internal response.
• Drive retention by helping customers realize ongoing value from Cooper.
• Partner with Account Executives on handoffs and with Sales Engineering on activation needs.
• Use feedback to improve internal processes and inform product/go-to-market teams.
• Bring structure to a new function while staying close to customer outcomes.

Skills

Customer Success

Onboarding

Activation

Account Health

Retention

Stakeholder management

Analytical

Communication

Ownership

Ambiguity tolerance

Cross-functional collaboration

Tools

Salesforce

HubSpot

Mixpanel

Amplitude

Job description

Cooper AI is seeking a Customer Success Manager in San Francisco to own onboarding, activation, and ongoing post-sale success for a growing B2B SaaS customer portfolio. You’ll partner with customers to drive adoption and retention, while shaping playbooks and processes with cross-functional teams.

You’ll thrive in ambiguity as a founding hire, build scalable customer-success motions, and contribute to product and go-to-market strategies with strong ownership and communication skills.