Founding Customer Success Manager

HiO is an AI company seeking a Founding Customer Success Manager to build the customer success function from the ground up. This role involves designing customer journeys, establishing feedback loops, and creating onboarding experiences, ultimately leading to the growth of a team as the company scales.

Responsibilities:

• The customer journey : design every touchpoint from signup to retention, end to end
• The feedback loop : be in constant conversation with early users, translating their day-to-day experience into product insights that ship
• The toolstack: select, implement, and iterate on the tools and systems your team will eventually scale with
• The onboarding experience: personally guide early users through setup, help them configure our AI platform to match how their business actually operates, and ensure they see value fast
• The go-to relationship: be the name our users know. The person they trust. The one who proactively reaches out before a problem becomes a churn risk
• Technical troubleshooting: dive deep into integrations (Instagram, Facebook, TikTok, and more), resolve issues, and turn complexity into clarity
• The team: as we grow, you'll define the hiring bar, bring on the right people, and build the CS culture from the inside out