Founding Customer Success Manager - Bolter

Improbable; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Bolter, an AI agent platform, seeks a Founding Customer Success Manager to build CS from the ground up. You’ll onboard operators, translate their workflows into blueprints, and ensure recurring value.

You’ll capture user feedback and shape product direction while developing scalable onboarding playbooks and a metrics-focused engagement model. You’ll sit with founders, marketers, and ops leads, turning informal processes into repeatable, automated outcomes and crafting a playbook for the team

Qualifications

• 5+ years in customer success, onboarding, or similar roles in fast-scaling tech startups.
• Ability to extract and document messy business processes as steps and sign-offs.
• Fluency with AI tools and curiosity about how agents change teamwork.
• Patience and warmth with non-technical users; clear communication.
• Builder mindset: create playbooks and own outcomes in ambiguity.
• Excellent written and spoken English.

Responsibilities

• Concierge onboarding: run 1:1 onboarding sessions until operators have a working automation.
• Blueprint building: map customer processes and turn them into reusable blueprints.
• Retention and value: own check-ins, reactivation and cohort health.
• Voice of the customer: collect feedback and surface it to the product team.
• Build the function: design onboarding playbooks, metrics, and scale the CS team.

Skills

Customer success

Onboarding

Process mapping

English proficiency

Job description

About Bolter

Bolter 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!

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