Senior Technical Customer Success Manager (Founding CS Hire - AI SalesTech)

Vinetra Talent is partnering with an early-stage AI SalesTech startup that is changing how enterprise revenue teams operate. They are seeking a Senior Technical Customer Success Manager to act as the bridge between their product and customer outcomes, providing strategic guidance and support to ensure measurable ROI for clients.

Responsibilities:

• The v1 CS Playbook : You will build onboarding workflows, engagement cadences, health scoring frameworks, and KPI dashboards that future CSMs will inherit
• Product & Roadmap Mastery: Develop a deep understanding of our product capabilities, our customers' pain points, and our long-term vision
• Automation Optimization: Continuously audit repetitive customer touch points and implement an AI/automation stack to streamline workflows, reduce manual overhead, and eliminate bottlenecks
• Account Ownership: Act as the strategic and technical point of contact for our current book of 50 - 75 enterprise and SMB customers, managing escalations, monitoring adoption, and driving value throughout the lifecycle
• Cross-Functional Roadmap Translation: Partner directly with Leadership, Product, and Engineering. Act as the true Voice of the Customer by translating customer business outcomes and needs into structured, actionable roadmap inputs
• Onboarding & Implementation: Lead new customer onboarding, ensuring a smooth technical setup and tailored initial implementation through close internal collaboration
• Customer Success & Growth: Build strong multi-threaded relationships, conducting regular check-ins and executive business reviews that result in high satisfaction, retention, and net revenue expansion
• Enablement & Education: Deliver high-leverage technical trainings, office hours, workshops, and documentation to promote end-user product self-sufficiency
• Escalation Handling: Manage technical escalations with urgency, coordinating internal resources and engineering teams to ensure rapid resolution

Requirements:

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing technical role within a fast-paced B2B SaaS startup environment
• 2+ years of results-driven experience actively leveraging AI tools, prompt engineering, or low-code/no-code platforms to automate daily workflows, processes, and solutions
• 3+ years of domain expertise in sales software, revenue intelligence, RevOps, or a closely related B2B SaaS vertical
• A Proven 'Builder' Mindset: A track record of creating CS processes or playbooks. You thrive in ambiguity and possess the professional confidence to set firm operational boundaries both internally and externally
• Strategic Execution: Proven ability to manage a diverse, high-velocity portfolio of strategic accounts, navigate executive buyers, and translate product usage into realized monetary value for clients
• Strong Technical Aptitude: Excellent communication skills required to translate complex software realities into simple terms for non-technical stakeholders
• Accountability: Experience managing high-priority escalations with deep urgency, professional composure, and a data-driven approach to root-cause problem-solving