Customer Success Manager

ABOUT US At Rox we believe in empowering people to do their best work. Our platform supercharges sellers with autonomous revenue agents to do the manual work so they can focus on what they do best: selling. Just as coding agents 10x'd engineering, revenue agents 10x customer work. We are reimagining the revenue stack by building the world's first revenue operating system, from the application layer to the system of context. With Rox, humans are evolving to orchestrators while agents manage the end-to-end customer lifecycle. Rox powers Global 2000 leaders in banking, hardware, construction, and sovereign AI, while serving dominant AI winners like Ramp and Cognition. Underlying all of this success is an unwavering, shared belief in the mission, with an unreasonable commitment of doing whatever it takes to make it a reality. THE TEAM Nothing is possible without the world-class team, assembled to redefine how businesses operate. Members on our team have: Founded and exited successful companies Held the highest positions at Google, AWS, Confluent, and New Relic Won IMO and IOI gold medals Published field-defining papers We're backed by the best, having raised $50M from Sequoia (Alfred Lin), General Catalyst (Hemant Taneja), Google Ventures, Elad Gil, and Chris Ré. CORE PRINCIPLES TASTE: CRAFT BEAUTIFUL EXPERIENCES. No matter how small, we strive to make sure every detail is right. We care deeply about every interaction, both in terms of whether it helps the seller get the job done, but also how the product makes them feel. We get a visceral feeling when something is off and stop at nothing to make sure we make it right. We never settle, continuously exploring ways to delight sellers. OBSESSION: COMMIT UNREASONABLY. In all aspects of our craft, we commit. We not only are immediately reactive to customers' requests but are proactive about driving value even before they ask. We are also obsessive about always learning and honing our craft, improving ourselves and product every single day. ACTION: GET IT DONE. Talking is easy but the difference comes from the execution. We lean heavily towards making thoughtful yet fast decisions and delivering immediately. We play in a field where trust is paramount. We earn the trust and right to empower the best sellers by forging a history of over-delivering on the promise at record speed. YOUR ROLE As a Customer Success Manager at Rox, you'll own the post-go-live customer lifecycle across SMB to Enterprise accounts, including adoption, customer health, risk recovery, and expansion readiness. This is a hands-on, customer-facing role. You'll run a clear operating cadence with accounts, keep utilization and value evidence visible, and catch leading indicators before they become churn. You'll partner closely with AEs when accounts are ready for expansion, and with Product and Engineering when post-sales signals should change the roadmap. If you believe retention is earned through product value rather than promises, and you want to help build Customer Success at an agentic revenue platform from the ground up, we'd love to talk. RESPONSIBILITIES Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account Drive adoption and proof of value in the first period after go-live: consumption ramping, value evidence captured, and adjacent-team introductions while goodwill is highest Run the steady-state rhythm for healthy accounts: QBRs with exec sponsors, live org maps, and a committed rate of qualified expansion opportunities passed to AEs Diagnose At-Risk accounts early, own a dated recovery plan, and pause expansion plays until the health bar is met Partner with Growth Strategists and FDEs on handoffs so customers always know who owns them and what "good" looks like next Establish a reliable internal and customer operating cadence: standups, office hours, metrics reviews, and crisp written updates Turn post-sales signal into roadmap and docs input with Product and Engineering Build the playbooks and reporting that make time-to-value and health management repeatable as the book scales QUALIFICATIONS 5+ years in customer success or post-sales, with ownership of retention, utilization, or expansion outcomes Track record managing relationships with VP-level stakeholders or above Strong balance of strategic thinking and operational execution; comfortable moving from an exec QBR to a deployment debug in the same day Demonstrated ability to drive measurable time-to-value and turn healthy usage into expansion pipeline Deep empathy for enterprise customers and a passion for helping them succeed Strong analytical mindset; fluent working with metrics, success criteria, and customer data Experience with technical or AI-native products; able to speak credibly to current trends and tools STEM degree or quantitative background preferred Be located in or willing to relocate to San Francisco BENEFITS Competitive pay with considerable equity upside Health Insurance #J-18808-Ljbffr