Founding Customer Success Manager

About the role

This is a founding CS role. There is no playbook yet. You will build the function from the ground up - defining how we onboard, retain, and grow our customer base as the company scales.

You’ll partner with the Head of Operations to shape and evolve our Customer Success approach as we scale, spanning onboarding, customer health, value reviews, renewals, playbooks, and the supporting systems.

You will own the full customer lifecycle from post-sales handover through to renewal and expansion. You will work directly with the Head of Operations and across Sales, Delivery, and Product to design scalable processes, not just manage individual accounts. You will have high autonomy and be expected to move fast.

We use AI tooling to run a lean, high-output team. We expect the same mindset from this role.

What you will do

• Design and own the CS operating model - onboarding journeys, health scoring, Value Review cade...