Customer Success Manager

As our enterprise customer base and pilot activity grow, we're establishing customer success as a dedicated function. This role owns everything that happens after a customer says yes: getting pilots live, making them succeed, and keeping our customers healthy and growing. It's a growth role. You'll shape how Cephable delivers for its customers and build the function that grows from it.What you will own Pilot programs, end to end. When a prospect signs a pilot, it's yours. Agree on success criteria and a timeline, coordinate with the customer's IT and security teams, get Cephable deployed, track progress, and run the readouts. Existing customers. Own the day-to-day relationship with our live accounts: adoption, health, and making sure the people using Cephable get real value from it. Escalation owner. You're the customer's first point of contact when an issue comes up or a stakeholder needs reassurance. Resolve what you can, bring in engineering when it's needed, and keep the customer informed throughout. Early warning. Spot relationship risk before anyone else (a champion going quiet, a reorg, a stalled security review) and bring it to leadership early, with your read on what to do. Expansion signals. When you see a chance to grow an account, hand it to sales with the context they need. The customer playbook. Turn our pilot and onboarding approach into a documented, repeatable program that scales as the customer base grows.Clear lines matter, so here they are: sales owns every commercial conversation, including pricing, pilot-to-paid conversion, renewals, and expansion deals. You own delivery, adoption, and relationship health. You will not carry a quota.Who we are looking for Five or more years in B2B software in customer success, implementation, or solutions consulting, including time in an early-stage or high-growth environment where you owned the work hands-on. You've run enterprise pilots or deployments from kickoff to readout, including at least one that went off the rails and that you brought back. You're comfortable with a customer's IT and security team talking rollout, device management, and data handling. You don't need to be an engineer, but you can't need one in every meeting. You follow through relentlessly. Dates, owners, and next steps are how you work, not something you get reminded about. You read people well and know the difference between a customer who's busy and one who's checking out. You communicate clearly and professionally with executives and end users alike, and you want ownership more than a process someone else designed. This may not be the right role if You prefer a high-volume book run through automated touchpoints. This is a high-touch role built on deep relationships with enterprise accounts, where every account matters. You want to sell. This role carries no quota and no commission. You prefer strategy to execution, or execution to judgment. This job needs both, every week. You do your best work stepping into a function that's already fully built. This role builds it.The range of the jobThis is a builder's role. You'll have a direct line to leadership and engineering, and real input on the tools, process, and structure the function runs on as it grows. The work spans the full range: one day you're in a strategic conversation with a customer executive, the next you're working a deployment issue hands-on with engineering. If that range sounds like the best part of the job, you're probably who we're looking for.Cephable is an equal opportunity employer. We evaluate every applicant on merit and capability.
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