Founding Customer Success Manager

Imagine AI (YC F25); San Francisco (CA); On-site; USD 80,000 - 110,000; Full time

Job summary

Imagine AI (YC F25) in San Francisco seeks a Customer Success Manager to enhance customer relationships post-sale. This pivotal role involves onboarding and ensuring clients understand and derive value from our products.

The candidate will collaborate directly with high-growth B2B startups, focusing on retention strategies and performance metrics. Ideal candidates will have a deep understanding of B2B SaaS and a proven history in customer success management.

Qualifications

• 3+ years of experience in customer success or account management roles.
• Deep technical troubleshooting roots with proven ownership of customer relationships.
• Experience with CRM tools and analytics software.

Responsibilities

• Execute the DEAR framework for customer health.
• Own strategic customer accounts and manage expectations.
• Set KPIs and goals with customers and tell the story of their success.
• Increase retention and help build the customer success pipeline.

Skills

Customer success management

B2B SaaS experience

Problem-solving abilities

Strong communication skills

Data-driven analysis

Education

Bachelor's degree in Business, Marketing, or Communications

Tools

Salesforce

HubSpot

Gainsight

Zendesk

Job description

About Imagine AI

Imagine AI is a research and software company modeling modern B2B growth, starting with LinkedIn. We’re moving beyond being an AI content tool. Content was always just the medium. What we actually sell is the warm connections and trust between a company and its future buyers, because B2B growth comes down to people trusting people. We see the hidden structure underneath that growth, and we’re building the infrastructure to map, measure, and engineer those relationships at scale (network graphs, homophily, and attribution). We’re YC‑backed (launched out of Y Combinator’s F25 cohort in June 2025), work with companies like MongoDB, Rippling, and Slash, and have driven $31M in attributed revenue. Our co‑founders are Sky and Neo.

The Role

This isn’t a traditional CSM role where you field tickets and check in once a quarter. You own the customer relationship after the sale, from onboarding through long‑term loyalty. You make sure every account understands our product deeply, gets the most value from everything we ship, and stays because the results speak for themselves. You’re part strategic advisor, part product expert, part advocate.

You’ll work with founders, VPs of Marketing, and GTM leaders at high‑growth B2B startups who are betting on us to turn their executives into known voices on LinkedIn. The best person in this role is genuinely passionate about customer service, satisfaction, and success, communicates exceptionally well, and is relentless about driving real, measurable outcomes.

You’re also building the playbook. This is the foundation we’ll hire the Customer Success org from as we scale, so if you’re a results‑driven, customer‑centric operator who wants to make a meaningful impact, come build it with us.

Location

In‑person in San Francisco.

What You’ll Do

• Execute the Deployment, Engagement, Adoption, ROI (DEAR) framework for customer health.
• Own strategic customer accounts, manage expectations, and segment your book of customers.
• Set KPIs and goals with customers, and tell the story of how they succeeded.
• Increase retention and help build out our CS pipeline.
• Take product feedback and prioritize it for the team.

What We’re Looking For

Ideal Background

• 1–3 years as a Technical Support Engineer (TSE), followed by 1–2 years in a Customer Success Manager role. This TSE‑to‑CSM path is our ideal profile: deep technical troubleshooting roots combined with proven ownership of customer relationships and outcomes.

Qualifications

• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Familiarity with CRM tools, customer success platforms, and analytics software:
• CRM and CS platforms: Salesforce/HubSpot plus a CSM tool such as Gainsight, Vitally, ChurnZero, or Custify.
• Experience working inside omnichannel support tools (Zendesk, Intercom, Pylon, Slack‑native shared channels, etc.).
• Comfort using analytics/behavior tools (Amplitude, Mixpanel, or similar) to understand product usage and drive playbooks.
• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• Experience managing customer success programs, customer retention, and upselling strategies.

Must‑Haves

• Experience managing B2B SaaS customer success / account management.
• Customer‑obsessed with a proactive approach: excellent problem‑solving and critical‑thinking abilities.
• Strong communicator and relationship‑builder who can build long‑term relationships and work cross‑functionally.
• Data‑driven: able to analyze customer data and usage trends to identify areas of improvement.
• Product sense: an understanding of product management and its impact on customer experience.
• Highly organized: able to manage multiple accounts and priorities simultaneously.
• Solid negotiation skills to handle complex customer accounts.
• Comfortable with ambiguity, high ownership, and doing whatever it takes in an early‑stage environment.

Why Join Now

• Founding team opportunity: you’re not joining a team, you’re building the Customer Success function.
• A book of business from day one: 30+ paying B2B companies already onboard and growing.
• Proven traction: $31M in attributed revenue and growing fast, with notable names like MongoDB, Rippling, and Slash.
• Upmarket trajectory: we’re expanding multi‑seat and moving into larger organizations.
• High‑impact role: retention and expansion directly drive the company's next milestone, and you own them.