Senior Technical Customer Success Manager (Founding CS Hire - AI SalesTech)

About the Role

Vinetra Talen t is currently partnering with an early-stage AI SalesTech startup that is fundamentally changing how enterprise revenue teams accelerate their outbound pipelines.

This is not a traditional slot on an existing team . You will be the first dedicated senior CS hire !

You will act as the human bridge between our product and our customers' outcomes. In this role, you will work closely with our customers, offering strategic guidance and support as they integrate and optimize our technology solutions. The ideal candidate is both customer-focused and technically proficient, with a deep understanding of product ecosystems and a drive to ensure customers achieve measurable ROI.

The team is looking for a "systems thinker" who is passionate about customer relationships, possesses exceptional communication skills, and is proficient with using tools, workflows, and AI to automate processes and scale their own individual output.

Core Responsibilities

• The v1 CS Playbook : You will build onboarding workflows, engagement cadences, health scoring frameworks, and KPI dashboards that future CSMs will inherit.
• Product & Roadmap Mastery: Develop a deep understanding of our product capabilities, our customers' pain points, and our long-term vision.
• Automation Optimization: Continuously audit repetitive customer touch points and implement an AI/automation stack to streamline workflows, reduce manual overhead, and eliminate bottlenecks.
• Account Ownership: Act as the strategic and technical point of contact for our current book of 50 - 75 enterprise and SMB customers, managing escalations, monitoring adoption, and driving value throughout the lifecycle.
• Cross-Functional Roadmap Translation: Partner directly with Leadership, Product, and Engineering. Act as the true Voice of the Customer by translating customer business outcomes and needs into structured, actionable roadmap inputs.
• Onboarding & Implementation: Lead new customer onboarding, ensuring a smooth technical setup and tailored initial implementation through close internal collaboration.
• Customer Success & Growth: Build strong multi-threaded relationships, conducting regular check-ins and executive business reviews that result in high satisfaction, retention, and net revenue expansion.
• Enablement & Education: Deliver high-leverage technical trainings, office hours, workshops, and documentation to promote end-user product self-sufficiency.
• Escalation Handling: Manage technical escalations with urgency, coordinating internal resources and engineering teams to ensure rapid resolution.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing technical role within a fast-paced B2B SaaS startup environment.
• 2+ years of results-driven experience actively leveraging AI tools, prompt engineering, or low-code/no-code platforms to automate daily workflows, processes, and solutions.
• 3+ years of domain e xpertise in sales software, revenue intelligence, RevOps, or a closely related B2B SaaS vertical
• A Proven "Builder" Mindset: A track record of creating CS processes or playbooks. You thrive in ambiguity and possess the professional confidence to set firm operational boundaries both internally and externally.
• Strategic Execution: Proven ability to manage a diverse, high-velocity portfolio of strategic accounts, navigate executive buyers, and translate product usage into realized monetary value for clients.
• Strong Technical Aptitude: Excellent communication skills required to translate complex software realities into simple terms for non-technical stakeholders.
• Accountability: Experience managing high-priority escalations with deep urgency, professional composure, and a data-driven approach to root-cause problem-solving.