Founding Customer Success Manager

Gumloop; San Francisco (CA); On-site; USD 100,000 - 150,000; Full time

Benefits offered by this job

Highly competitive salary and equity

Generous paid time off

$350/month wellness benefit

15 days temporary remote work flexibility

401k match up to 6%

Job summary

Gumloop is looking for a Founding Customer Success Manager in San Francisco to drive enterprise customer relationships and build the Success function from the ground up. This role requires 6+ years in relevant fields and experience with C-level executives.

You will be responsible for onboarding, adoption, and nurturing enterprise accounts, ensuring they derive maximum value from Gumloop.

The position offers competitive compensation, generous time off, and wellness benefits.

Qualifications

• 6+ years of experience in Customer Success or related fields.
• Experience with C-level executives in large enterprises.
• Ability to manage accounts from onboarding to renewal.

Responsibilities

• Own a portfolio of enterprise accounts end-to-end.
• Develop Success plans to grow usage and adoption.
• Lead customer engagements and connect product usage to outcomes.

Skills

Customer Success

Account Management

Solutions Engineering

Technical Curiosity

Job description

Role Overview

Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise.

What You’ll Do

• Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
• Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
• Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
• Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
• Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models

What You Bring

• 6+ years of experience in Customer Success, Account Management, or Solutions Engineering
• Experience working directly with C-level executives and navigating large, complex enterprise organizations
• You’ve taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
• Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
• Comfort operating in a fast-moving, early-stage environment with limited process

Bonus

• First or early Success hire at a fast-growing startup
• Experience with business process mapping, requirements analysis, and solution design
• Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a diverse set of customer environments
• Existing relationships in enterprise technology or IT leadership

Benefits

• Highly competitive salary and meaningful equity
• Generous paid time off: 24 days for SF employees and 20 days globally, use them as you need
• $350/month wellness benefit to spend on gym, spa, equipment, or whatever keeps you at your best
• 15 days of temporary remote work flexibility per year
• 401k match up to 6%