Customer Success Manager

Customer Success ManagerWe are seeking a highly skilled Customer Success Manager to help us build the future of AI brand perception intelligence.Founded in 2023, Handraise is an AI-native narrative intelligence platform helping the world's most visible companies understand, manage, and shape how they are perceived across media, markets, and AI systems. We work with some of the most influential brands in the world, and our investors include Silverton Partners, Floodgate, and Bill Wood Ventures. Our Founder previously founded TrendKite, the PR analytics company that helped define the modern media measurement category before being acquired by Cision for $225M. We're a competitive, tight-knit team based in Austin, TX. We value autonomy, ownership, speed, and grit. We're looking for people who thrive in ambiguity, care deeply about winning, and want to help build a generational company at the center of how brands understand and control their narratives in the age of AI.About the RoleHandraise is hiring a Strategic Customer Success Manager to own and scale relationships with its enterprise customers. This is not a traditional "support" role — this is a strategic, high-impact position where you will operate as a trusted advisor to senior Marketing & Communications leaders at the world's largest and most prestigious brands.You'll work directly with our Head of Customer Success & Measurement Strategy, and will play a huge role in helping scale the Customer Success organization - this role is a career accelerator. You will be responsible for helping customers understand how to use and extract value from the platform, and become a media intelligence expert in executive-level insights that shape real business decisions. You'll have a seat at the table working directly with leadership to influence product direction, and play a critical role in retention, expansion, and long-term customer success.If you're someone who can turn complexity into clarity, who can operate without a playbook, deal with imperfect processes and scrappy resources but still find a way to win, and you're excited to be at the forefront of AI innovation in the media intelligence space - this role is for you.Your ImpactOwn the full customer lifecycle: onboarding, adoption, and ongoing support for enterprise accountsBuild deep, trusted relationships with senior stakeholders across Communications, PR, and Marketing teamsLead onboarding and discovery sessions to align platform outputs with client business objectives, KPIs, and reporting needsAct as a strategic partner to clients, helping them operationalize media intelligence into PR, brand, and business decisionsServe as the voice of the customer internally, influencing product, data quality, and platform roadmapTroubleshoot data challenges (coverage gaps, sentiment discrepancies, ingestion issues) and drive resolution cross-functionallyHelp define and standardize best practices for reporting, insight generation, and customer workflowsYour Skills3+ years of experience in Customer Success, Account Management, or Public Relations in client-facing roles in SaaS, media intelligence, analytics and/or public relations/communications.Experience supporting enterprise clients and multi-stakeholder environmentsYou are curious and highly analytical and comfortable working with large datasets — and extracting signal from noiseYou can translate complex data into simple, compelling narratives for executive audiencesYou have strong judgment and can interpret nuance (especially in sentiment, brand context, and media narratives)You are comfortable operating in ambiguity — unrefined processes, evolving products, and unclear answers don't slow you downYou are proactive and take ownership — you don't wait for direction, you figure it out.You are an excellent communicator, both written and verbal, with strong storytelling abilityYou can manage multiple high-priority accounts and stakeholders without dropping the ballYou are resilient — when things break or data isn't perfect, you solve the problem and move forwardNon-NegotiablesYou understand that this is an early-stage start-up and will be wearing multiple hats.You are excited by the opportunity to be a part of building an innovative company from the ground up.You do not have a "that is not my job" attitude. If it needs to be done, we ALL have to step up and get it done.You are motivated by the opportunity to grow your skillsets rapidly and train under one of the most experienced media intelligence experts in the world.You are curious and passionate about the use and impact of AI.You are not afraid of learning complex technical concepts.Nice to HavesExperience in PR, communications, media measurement, or social listening platformsFamiliarity with Media and/or Marketing measurement toolsExperience working with or alongside AI/LLM-powered productsEarly-to-mid stage startup experienceOur BenefitsCompetitive compensation with equityVery competitive health benefits (medical, dental, vision, life)Opportunity to shape the customer experience and success function from the ground floorDirect exposure to and relationships with senior leaders at the world's most influential brandsHigh ownership, high autonomy, and the chance to build something that lastsSound Great? What Next?Send your resume and a note about how you have used AI in a creative way to solve a complex problem for you or a client to View email address on click.appcast.io reviewing resumes, selected candidates will be invited for an initial phone screening, followed by an in person interview with the Head of Customer Success.Handraise is dedicated to equal employment opportunities. We prioritize creating a diverse and inclusive workplace, free of harassment and discrimination. We believe that hiring talented individuals from diverse backgrounds is not only just but also vital to our strength as a company. Our customer base is diverse, and so is our team. Therefore, we welcome job candidates from all backgrounds. Everyone will receive consideration for employment without regard to any status protected by federal, state, or local laws.