Strategic Customer Success Manager (Founding)

Recall Labs; San Francisco (CA); On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health, dental, and vision covered

Meals provided (breakfast/lunch/dinner

Relocation assistance

Ubers/Waymos to office

Unlimited PTO

Equipment stipend

Job summary

Recall Labs is seeking a founding Customer Success Manager to own and grow our most strategic accounts from signup to expansion. You’ll be the first post-sales pro, reporting to the VP of Sales, owning a portfolio of 10–15 high-ACV accounts and building the CS function from the ground up.

You’ll partner with engineering, sales, and product to deploy, expand, and renew, driving adoption in complex orgs and shaping the churn early warning system.

Qualifications

• 4–7 years in a technical, customer-facing role at a dev-tools or API company.
• Commercial ownership: renewal quota, expansion target, or NRR goal.
• Technical credibility with engineering buyers: APIs, webhooks, and data pipelines.
• Have a story about saving an account before it flagged at-risk.
• Experience driving adoption inside complex orgs.
• Experience at a startup with fewer than 50 people.
• At least 2+ years of tenure at one company, not many short stints.
• Strong judgment and adaptability; comfortable building without a playbook.

Responsibilities

• Own a portfolio of 10–15 strategic accounts (high ACV).
• Drive deployment to full adoption and plan for expansion.
• Build a churn early warning system and define signals and cadence.
• Collaborate with engineering and product to reduce blockers and improve integrations.
• Cross-sell new features as part of ongoing relationships.
• Partner with AEs on handoffs and knowledge transfer.

Skills

Account management

Strategic growth

Cross-functional

Renewal targets

Technical credibility

Tools

APIs

Webhooks

Data pipelines

Job description

We’re looking for a Founding Customer Success Manager to own and grow our most strategic accounts. Reporting directly to the VP of Sales, you’ll be the first dedicated post sales professional at Recall.ai, responsible for making sure our biggest customers deploy, expand, and stay.

This role is about retention and growth, not admin. You’ll own a portfolio of 10–15 high-ACV accounts. Companies like Salesforce, HubSpot, ClickUp, and Fireflies, and your job is to make sure they go from signed to fully deployed, and from deployed to expanded.

You’ll build the CS function from the ground up: the account tiers, the health signals, the churn playbook. None of it exists yet.

Location

Recall.ai is an in-office sales culture. You’ll work from our beautiful office at 475 Brannan Street, San Francisco.

What you’ll do

• Report to the VP of Sales; own a portfolio of 10–15 strategic accounts (high ACV, underdeployed, or competitively exposed)
• Get Salesforce, HubSpot, and Fireflies to full deployment. Navigate internal politics, unblock engineering teams, make the integration ship.
• Build a 90-day churn early warning system from scratch. Own the signals, the cadences, the process
• Stay close enough to accounts to catch competitive threats before they become decisions
• Turn top account usage patterns into a replicable playbook for other strategic accounts
• Cross-sell new features and products as a natural extension of the relationship, not a separate motion
• Partner with AEs on account handoffs and build the knowledge-transfer process that makes them work
• Identify patterns across accounts and feed them back into messaging, product, and sales strategy

What we’re looking for

• 4–7 years in a technical, customer-facing role or equivalent at a dev-tools or API company
• Commercial ownership: you’ve had a renewal quota, expansion target, or NRR goal
• Technical credibility with engineering buyers: You can hold your own on APIs, webhooks, and data pipelines without the SE bailing you out
• A specific story about an account you saved before it flagged at-risk
• Experience driving adoption inside complex orgs: navigating the gap between the buyer who signed and the team that deploys
• Experience working at a startup with fewer than 50 people
• At least 2+ years of tenure at one company, not a series of short stints
• Strong judgment and adaptability; comfortable building without a playbook

Why you should join

• You want to be the first CSM and own the entire motion. No inherited playbook, no inherited accounts list.
• You love building from scratch and having real ownership over outcomes.
• You’re energized by being in the room, whiteboards, quick huddles, and all.
• You’re looking for a massive growth opportunity in a greenfield market.
• You’re genuinely curious about how engineering teams build, and you want to help them succeed.

Why you shouldn’t join

• You need a defined playbook to operate. None exists here yet.
• You’re not ready for the occasional 60-hour week when a strategic account needs you.
• You need something predictable. We’re growing fast, but we’re still early-stage.
• You’re not excited about working with engineers. Our buyers are technical and you won’t earn their trust without genuine curiosity.

Benefits

• 100% covered health, dental, and vision
• Breakfast, lunch, and dinner covered
• Ubers/Waymos to and from office covered
• Unlimited PTO
• Relocation assistance if not already in SF
• Computer and workspace stipend