Senior Customer Success Manager — Post-Go-Live Growth

Rox; San Francisco (CA); On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Competitive pay with equity upside

Health Insurance

Job summary

Rox in San Francisco is hiring a Customer Success Manager to own the post-go-live lifecycle across SMB to Enterprise accounts, driving adoption, health, and expansion readiness. You will partner with AEs, Product, and Engineering to ensure value delivery and churn prevention.

The role requires 5+ years in customer success or post-sales, strong stakeholder management, and a track record of turning usage into growth.

Qualifications

• 5+ years in customer success or post-sales with retention/utilization/expansion outcomes
• Track record managing relationships with VP-level stakeholders or above
• Strong balance of strategic thinking and operational execution
• Demonstrated ability to drive time-to-value and turn healthy usage into expansion
• Deep empathy for enterprise customers and a passion for helping them succeed
• Strong analytical mindset with metrics, success criteria, and customer data
• Experience with technical or AI-native products; credibility on current trends/tools
• Be located in or willing to relocate to San Francisco

Responsibilities

• Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account
• Drive adoption and proof of value in the first period after go-live: consumption ramping and value evidence
• Run steady-state rhythm for healthy accounts: QBRs with exec sponsors and live org maps
• Diagnose At-Risk accounts early and manage recovery plans; pause expansion until health improves
• Establish reliable internal and customer cadences: standups, office hours, metrics reviews
• Turn post-sales signals into roadmap and docs input with Product and Engineering
• Build playbooks and reporting to scale time-to-value and health management

Skills

Customer success

Stakeholder management

Strategic thinking

Operational execution

Time-to-value

Empathy

Analytics

Tech/AI products

STEM degree

San Francisco relocation

Education

STEM degree or quantitative background

Job description

Rox in San Francisco is hiring a Customer Success Manager to own the post-go-live lifecycle across SMB to Enterprise accounts, driving adoption, health, and expansion readiness. You will partner with AEs, Product, and Engineering to ensure value delivery and churn prevention.

The role requires 5+ years in customer success or post-sales, strong stakeholder management, and a track record of turning usage into growth.