Founding Customer Success Manager

Lance (YC W26); San Francisco (CA); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading tech startup in San Francisco is seeking a full-time Founding Customer Success Manager. This role focuses on ensuring client satisfaction and fostering long-term relationships. Key responsibilities include analyzing customer needs, addressing concerns, and collaborating with internal teams. Candidates should have strong customer service and relationship-building skills, alongside relevant experience in hospitality or SaaS. The total compensation ranges from $70,000 to $100,000 plus equity and bonuses.

Qualifications

• Proven customer satisfaction and customer service skills.
• Strong relationship-building and customer retention skills.
• Excellent analytical skills to understand client feedback.
• Collaborative mindset and ability to communicate effectively.
• Problem-solving abilities and adaptability.

Responsibilities

• Ensure customer satisfaction and foster client success.
• Build and maintain strong client relationships.
• Analyze customer needs and address concerns.
• Advocate for client needs with internal teams.

Skills

Customer satisfaction skills

Relationship-building skills

Analytical skills

Problem-solving abilities

Communication skills

Adaptability

Education

Bachelor’s degree or equivalent work experience

Job description

Lance (YC W26) is revolutionizing the hospitality industry with autonomous AI agents that handle calls, close sales, and manage operations, empowering teams to focus on creating exceptional guest experiences. Trusted by leading hotel groups in the United States, Lance supports over 50 hotels, including prominent brands like Marriott, Hilton, and Hyatt. The company's cutting-edge Computer Use Agent technology integrates seamlessly with hotel software, making real-time decisions and executing complex, multi-step tasks. Lance is redefining efficiency and productivity for the modern hospitality industry.

Role Description

We are seeking a full-time Founding Customer Success Manager to join our team on-site at our San Francisco, CA location. In this role, you will be responsible for ensuring customer satisfaction, fostering client success, and driving retention. Day-to-day tasks include building and maintaining strong client relationships, analyzing customer needs, addressing concerns, and collaboratively developing solutions. You will serve as the main point of contact for clients, advocating for their needs while facilitating a smooth experience with our technology.

Qualifications

• Work 996
• Proven customer satisfaction and customer service skills to effectively address client needs and ensure a positive experience.
• Strong relationship-building and customer retention skills to foster trust and long-term partnerships.
• Excellent analytical skills to understand client feedback, identify challenges, and provide actionable insights.
• Collaborative mindset and ability to communicate effectively with internal and external stakeholders.
• Problem-solving abilities and adaptability to meet the demands of a dynamic, fast-paced environment.
• Prior experience in the hospitality industry or SaaS customer success is a plus.
• Bachelor’s degree or equivalent work experience in business, hospitality, or a related field.

Total Compensation

$70,000 - $100,000 Cash + Equity + Bonus