Customer Success Manager - New Product, First Hire In Office (San Francisco, CA)

565 Broome Soho S27a - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

About the position

The Customer Success Manager (CSM) for Klarity's new product, Architect, will be the first hire in this role, responsible for establishing the Customer Success motion and playbook. This position is critical in driving client adoption, usage, and expansion of the Architect product, ensuring a best-in-class customer experience. The CSM will collaborate closely with leadership, product, and engineering teams to translate customer needs into product solutions and will play a key role in the growth of the Architect Customer Success team.

Responsibilities

• Own the success of the entire Architect customer journey post-sale
• Drive adoption and usage of the Architect product
• Build and execute on a 'land and expand' motion
• Create a playbook for Architect onboarding for new customers in 1-2 weeks
• Continuously build and evolve the Customer Success playbook for Architect adoption to expansion and upsell
• Evolve to grow and manage a team of Architect CSMs

Requirements

• 6-10 years of experience in Customer Success driving adoption, product growth, and upsells
• Experience building Customer Success playbooks from the ground up
• Strong relationship-building skills with customers and senior-level executives
• Ability to work in high-paced environments and wear multiple hats
• Ownership mentality and proactive problem-solving skills
• Deep appreciation for the problem the Architect product solves

Nice-to-haves

• Experience in Gen AI and developing Enterprise Gen AI onboarding and customer success playbooks
• Tactful and poised under pressure
• Desire to learn and adapt in a rapidly changing environment

Benefits

• Medical, Dental, and Vision insurance
• 401k
• $100 Monthly Wellness budget
• Annual Learning budget
• SF/Bay-Area Relocation bonus (where applicable)