Strategic Customer Success Manager (Founding)

Founding Customer Success ManagerWe're looking for a Founding Customer Success Manager to own and grow our most strategic accounts. Reporting directly to the VP of Sales, you'll be the first dedicated post sales professional at Recall.ai, responsible for making sure our biggest customers deploy, expand, and stay.This role is about retention and growth, not admin. You'll own a portfolio of 10–15 high-ACV accounts.

Companies like Salesforce, HubSpot, ClickUp, and Fireflies, and your job is to make sure they go from signed to fully deployed, and from deployed to expanded.You'll build the CS function from the ground up: the account tiers, the health signals, the churn playbook. None of it exists yet.Location: Recall.ai is an in-office sales culture. You'll work from our beautiful office at 475 Brannan Street, San Francisco.What you'll do:Report to the VP of Sales; own a portfolio of 10–15 strategic accounts (high ACV, underdeployed, or competitively exposed)Get Salesforce, HubSpot, and Fireflies to full deployment.

Navigate internal politics, unblock engineering teams, make the integration ship.Build a 90-day churn early warning system from scratch. Own the signals, the cadences, the processStay close enough to accounts to catch competitive threats before they become decisionsTurn top account usage patterns into a replicable playbook for other strategic accountsCross-sell new features and products as a natural extension of the relationship, not a separate motionPartner with AEs on account handoffs and build the knowledge-transfer process that makes them workIdentify patterns across accounts and feed them back into messaging, product, and sales strategyWhat we're looking for:4–7 years in a technical, customer-facing role or equivalent at a dev-tools or API companyCommercial ownership: you've had a renewal quota, expansion target, or NRR goalTechnical credibility with engineering buyers: You can hold your own on APIs, webhooks, and data pipelines without the SE bailing you outA specific story about an account you saved before it flagged at-riskExperience driving adoption inside complex orgs: navigating the gap between the buyer who signed and the team that deploysExperience working at a startup with fewer than 50 peopleAt least 2+ years of tenure at one company, not a series of short stintsStrong judgment and adaptability; comfortable building without a playbookWhy you should join:You want to be the first CSM and own the entire motion. No inherited playbook, no inherited accounts list.You love building from scratch and having real ownership over outcomes.You're energized by being in the room, whiteboards, quick huddles, and all.You're looking for a massive growth opportunity in a greenfield market.You're genuinely curious about how engineering teams build, and you want to help them succeed.Why you shouldn't join:You need a defined playbook to operate.

None exists here yet.You're not ready for the occasional 60-hour week when a strategic account needs you.You need something predictable. We're growing fast, but we're still early-stage.You're not excited about working with engineers. Our buyers are technical and you won't earn their trust without genuine curiosity.Benefits:100% covered health, dental, and visionBreakfast, lunch, and dinner coveredUbers/Waymos to and from office coveredUnlimited PTORelocation assistance if not already in SFComputer and workspace stipend