Customer Success Manager

FOUND is a fast-growing, early-stage AI company building next-generation software for a massive, underserved industry. The Customer Success Manager will own the full lifecycle of customer relationships, ensuring customers see immediate value and become long-term partners while managing onboarding, account growth, and customer feedback.

Responsibilities:

• Lead end-to-end onboarding (integration, setup, first value)
• Build scalable onboarding playbooks
• Train users and embed product into daily workflows
• Ensure fast time-to-value across accounts
• Manage and grow a book of business
• Track health metrics and proactively mitigate churn
• Identify expansion opportunities within accounts
• Build strong, trusted relationships with operators and owners
• Surface insights to product and engineering
• Identify trends in feedback and drive improvements
• Help create customer-facing resources and best practices
• Become a domain expert in the customer ecosystem
• Stay ahead of trends, tools, and competitive landscape
• Engage with the community to deepen insights and credibility

Requirements:

• 3–5 years in Customer Success, Account Management, or Onboarding
• Experience driving adoption and retention in a SaaS environment
• Strong communication across both SMB and mid-market customers
• Data-driven mindset (health scores, usage metrics, KPIs)
• Genuine interest in operational or service-based industries
• Background in service-based or operational industries
• Experience with workflow-heavy software platforms
• Familiarity with KPIs tied to operational performance
• Exposure to CRM / CS tools (HubSpot, Salesforce, Gainsight, etc.)
• Ability to simplify and explain technical concepts