Founding Customer Success Manager

Ovii's Interpretation of the Role

The Founding Customer Success Manager will own high‑value enterprise and growth accounts, drive product adoption, and build the CS playbook from the ground up. This on‑site role in San Francisco requires deep technical fluency and a proven record of expanding net‑revenue‑retention.

Role Snapshot

• Own enterprise & growth accounts
• Lead technical onboarding & QBRs
• Drive product adoption & NRR growth
• Build CS playbooks & escalation processes
• Partner with Sales, Support, and Engineering

Must-Have Requirements

• Customer Success / Technical Account Management experience (4‑7 years)
• Proven NRR and renewal ownership for enterprise accounts
• Technical fluency with APIs, SDKs, authentication, integrations, and customer architecture
• Strong relationship management with technical champions and executives
• Excellent written communication (recaps, QBRs, escalation notes)
• Builder mindset to create CS systems from scratch
• Customer Success
• Technical Account Management
• Solutions

Work Setup

• Location: San Francisco, United States
• Work mode: ONSITE
• Employment type: Full-Time

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Manage a book of the largest enterprise and growth accounts as the primary point of contact
• Lead structured onboarding with clean technical integration and clear success metrics
• Drive deep product adoption across teams, integrations, and workflows
• Own NRR for your book: identify expansion opportunities, lead renewals, and partner with AEs on upsells and cross‑sells
• Build executive relationships with champions, economic buyers, and technical decision‑makers
• Serve as the voice of the customer, surfacing product gaps and friction points to product and engineering
• Run a structured QBR cadence with top accounts to review usage and align on roadmap
• Create the CS playbook from scratch: onboarding frameworks, health scoring, escalation protocols, and renewal processes
• Partner with Support to ensure fast, high‑quality resolution of technical issues

Good Fit If You Have

• Excels at translating technical concepts (APIs, auth, integrations) into customer value
• Demonstrated ability to grow a book of enterprise accounts, not just maintain it
• Comfortable establishing new processes and playbooks in a fast‑moving startup