Founding Customer Success Manager

Improbable; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

BolterBolter is seeking a Founding Customer Success Manager to build the function from the ground up. You will onboard operators, translate their needs into repeatable blueprints, and ensure automation runs from day one.

You will sit with founders, marketers, and ops leads to understand their work, craft onboarding playbooks, health metrics, and engagement models, and partner with product to push meaningful improvements.

Qualifications

• 5+ years in customer success, onboarding, or related roles.
• Ability to map processes into clear steps with sign-offs.
• Fluent with AI tools and curious about agents in teams.

Responsibilities

• Conduct 1:1 onboarding sessions and ensure first automation is running.
• Map customer processes and build reusable blueprints.
• Drive retention, recurring work, and foster activation.
• Capture feedback and relay to product team weekly.
• Create onboarding playbooks and engagement metrics; assist hiring.

Skills

Customer success

Onboarding

Account management

Consulting

English communication

AI tools

Tools

AI platforms

CRM tools

Job description

About BolterBolter is an AI agent platform built to help people get real work done, without needing to stitch together multiple tools or spend weeks setting things up. You describe what you need in plain language and Bolter creates and runs agents that can carry out the work end to end. They retain context, remember how you work and can also create real, shareable apps such as trackers and dashboards. Bolter is funded and currently at the validation-sprint stage, working with a small group of high-impact operators. The product already exists. We are now looking for a founding designer to lead a significant redesign and establish the design foundations for what comes next.

About the role

As Bolter's Founding Customer Success Manager, you'll build Bolter's customer success function from scratch. We onboard operators in small batches, and every new member gets support to automate their work. You're that support. Our users are founders, marketers, ops leads, consultants: people who know their business better than anyone and don't write code. You'll sit next to them, understand how they run their work, and help them turn it into blueprints, automated workflows that run the same way every time. There's no book of business to inherit and no playbook to follow. You'll write both.

What you'll do

• Concierge onboarding. Run 1:1 onboarding sessions with every new batch of operators. Your bar: each one leaves their first session with a working automation, not a tour of the product.
• Blueprint building with customers. Work closely with high-impact operators to map their processes, the way they'd brief a new hire, and turn them into blueprints. The best of what you build together feeds the blueprint library that every future user starts from.
• Retention and value. Make sure every operator holds live, recurring work in Bolter. That's what keeps them. Own check-ins, reactivation and the moment an individual operator invites their team.
• Voice of the customer. Run the feedback loop: capture what users say, synthesise it weekly, and put it in front of the product team. Your notes shape what gets built next.
• Build the function. Create the onboarding playbooks, health metrics and engagement model that customer success will scale on, then help hire the team that runs them.

What success looks like in your first six months

• Every batch you onboard activates: operators leave their first session with an automation running.
• A repeatable onboarding playbook exists, and someone other than you could run it.
• The blueprint library carries workflows you built with real customers.
• Your cohorts retain above our internal gates, and you know why the ones that didn't, didn't.
• Product ships things because your synthesis told them to.

Why you're made for this

• 5+ years in customer success, account management, onboarding, consulting or a similar customer-facing role, ideally with fast scaling technology startups.
• You can pull a messy business process out of someone's head and write it down as steps, exceptions and sign-offs. That skill is the job.
• You're fluent with AI tools and curious about how agents change the way small teams work. You automate parts of your own job already.
• Patience and warmth with non-technical users. You explain without jargon and never make anyone feel behind.
• A builder's mentality: you'd rather write the playbook than inherit one, and you're comfortable owning outcomes in ambiguity.
• Excellent written and spoken English. Other European languages are a plus.

While we think the above experience could be important, we're keen to hear from people who believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!