Founding CSM: Onboarding, Adoption & Retention

Cooper; San Francisco (CA); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Competitive salary & equity

Medical, dental & vision insurance

Wellness stipend

401k with company match

Unlimited PTO

Company lunch 5x per week

Offsites & team events

Job summary

Cooper AI in San Francisco is seeking a founding Customer Success Manager to build our post-sale experience and own onboarding and activation for new customers. You will partner with customers to drive product adoption, ensure health and retention, and help scale our customer-success motions as we grow.

You will define playbooks, drive activation, and monitor usage signals to identify risks and opportunities.

Qualifications

• 4-7 years of Customer Success experience in a fast-growing B2B SaaS environment.
• Experience owning customer relationships across onboarding, activation, adoption, and retention.
• Track record of building or improving customer-success processes and playbooks.
• Strong analytical instincts; comfortable using usage data to identify risks and opportunities.
• Excellent communication and stakeholder-management skills with both technical and non-technical customers.

Responsibilities

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

Skills

Customer Success

Onboarding

Activation

Account health

Data analytics

Stakeholder management

Communication

Ownership mentality

Ambiguity tolerance

Cross-functional collaboration

Job description

Cooper AI in San Francisco is seeking a founding Customer Success Manager to build our post-sale experience and own onboarding and activation for new customers. You will partner with customers to drive product adoption, ensure health and retention, and help scale our customer-success motions as we grow.

You will define playbooks, drive activation, and monitor usage signals to identify risks and opportunities.