Customer Success ManagerArphie is building AI knowledge agents that transform how companies complete their most painful workflows, starting with RFP and questionnaire response. Our platform connects to customers' existing knowledge bases — Google Drive, Confluence, SharePoint, Notion, and more — and uses a proprietary agent-based approach to generate first-draft responses in a fraction of the time, reducing a typical 25-hour process to roughly 6 hours of high-value review.Backed by General Catalyst and trusted by leading AI labs, high-growth companies, and publicly-traded firms alike, we're a tight-knit team with strong traction and full runway. This is a rare opportunity to be a foundational hire and help shape how Arphie operates at scale.The OpportunityWe're hiring our first ever Customer Success Manager.
You won't be stepping into a playbook — you'll be writing it. You'll help design and own the full post-sale customer experience: from onboarding brand-new accounts, to managing day-to-day support tickets, to running QBRs. As we grow, you'll also have the opportunity to hire and lead a CS team you help design.This role sits at the intersection of relationship management, product expertise, and operational hustle.
You'll work directly with the founders and the engineering team, reporting into the Chief of Staff, giving you outsized visibility and influence over the product roadmap from day one.What You'll DoCustomer Lifecycle ManagementOnboarding, Training & Enablement Own the end-to-end onboarding process for every new customer — from environment setup, to kickoff, to first value milestoneBuild and maintain enablement materials: setup guides, training decks, walkthroughs, and other creative ideasCreate scalable customer education programs — webinars, workshops, and written content — to keep customers current as the product evolvesProduct & Cross-Functional Collaboration Act as the conduit between customers and internal teams — gather feedback, document feature requests, and share insights to Engineering and ProductDesign and run QBRs (Quarterly Business Reviews) to capture strategic feedback that directly feeds into product planningBecome the internal expert on Arphie's products — you'll be the go-to voice for what customers need next and shape the product roadmapCustomer Health, Retention & Growth Own your book of business end-to-end — the primary point of contact, trusted advisor, and go-to product expert for every accountMonitor health scores, adoption metrics, and usage trends; proactively prevent churn and surface expansion opportunitiesLead QBRs with customer leadership, presenting ROI data and a roadmap for deeper adoptionSupport & Ticket ManagementArphie is known for exceptional customer support – continue to raise the bar by providing world-class support by taking ownership on customer issues - triage, respond to, and resolve inbound tickets with urgency, working closely with Engineering and Product to close issues quicklyBuild and grow documentation that enables self-service and reduces ticket volume over timeIdentify patterns across tickets that signal product gaps or onboarding friction and surface them to the teamBuilding the CS FunctionDefine the processes, tooling, and playbooks that will scale — from onboarding flows to renewal motionsPartner with founders to establish customer success OKRs, KPIs, and reporting cadencesHire, mentor, and eventually lead a growing CSM team — you're building this function from scratchChampion the voice of the customer internally — in product reviews, roadmap sessions, and company all-handsWhat We're Looking For1-2+ years in Customer Success or a related generalist role at a B2B SaaS company; early or founding startup experience is a strong plusBased in San Francisco (or willing to relocate) — excited to work in-personDeep customer empathy and high ownership — you invest in understanding customers' use cases and treat their problems as your ownSelf-starter who thrives in fast-paced, zero-to-one environments — you prioritize well, move quickly, and get things done without needing a playbook (because you'll be helping to define it!)Equally comfortable triaging a support ticket and leading an executive QBR; excited by wearing multiple hats in a fast-paced environmentClear, confident written and verbal communicator — able to translate technical concepts for non-technical customersGenuine curiosity about AI and enterprise workflows; bonus if you're already using AI tools dailyNice to HaveBackground in enterprise or mid-market SaaS with deal sizes of $20K–$100K+ ARRTrack record owning the full customer lifecycle: onboarding, adoption, support, renewals, and expansionData-driven: comfortable in spreadsheets, familiar with health-score frameworks, and able to tell a compelling story from customer dataWhat You'll GetCompetitive base salary + meaningful equityDirect access to and collaboration with the founding team from day oneThe opportunity to build and eventually lead the CS function at a fast-growing AI companyA culture built on transparency, customer obsession, genuine teamwork, and pride in what we shipFully covered health, dental, and vision insurance