Customer Success Manager

Customer Success Manager At Coframe, we are building a future where user and agent interfaces can adapt, evolve, and personalize themselves. We are generating revenue, growing rapidly, and trusted by companies you definitely know. Coframe is a primarily in-person company based in San Francisco, well-capitalized with backing from Khosla Ventures, Nat Friedman, the founder of Android, and others. Our team is small and talent-dense, consisting of competitive programmers, former founders (including our founder who previously co-founded a unicorn), and AI researchers from top institutions who have created some of the most popular open-source code generation projects. About the Role: As our Customer Success Manager, you'll be the connective tissue between our customers and the Coframe team, including our Growth Strategists, engineers, and AI systems that are actively building and running experiments on customers' behalf. You'll ensure every customer's program is healthy, high-velocity, and delivering measurable ROI. This role reports directly to the Head of GTM and will be in our San Francisco office five days a week. You're a Great Fit If You Have: 3+ years of Customer Success or Account Management experience in B2B SaaS (AI, MarTech, or Growth tools a bonus) with a track record of strong retention and expansion. Metrics-Obsessed: You know how to quantify customer value, build ROI narratives, and use data to drive strategic conversations with stakeholders. Trusted Advisor: You build deep relationships with customers and are comfortable navigating conversations with VPs of Growth, CMOs, and CPOs. Deep Product Knowledge: You take the time to truly understand how Coframe works how experiments are built, how results are measured, and how to speak credibly about A/B testing, conversion optimization, and AI-driven experimentation. You can run a compelling demo. Skilled Negotiator: You're comfortable leading renewal and upsell conversations, handling objections, and closing commercial agreements without flinching. The "Builder" Mentality: You aren't looking for a role with rigid processes already in place. You're excited to create systems from scratch and define what great customer success looks like at Coframe. Deep Curiosity: You have a genuine passion for AI and are excited to help customers understand how autonomous agents will transform their growth strategies. High Agency: You're entrepreneurial, resourceful, and have built something yourself whether a side project, a startup, or a new function at a previous company. What You'll Do: Own Customer Outcomes: Be the primary driver of customer success from onboarding through renewal and expansion. You're responsible for ensuring customers realize measurable ROI from Coframe. Lead Onboarding: Partner with Growth Strategists and engineers to get customers live fast coordinating the handoffs, timelines, and approvals that turn a new contract into a running experiment program. Be the Liaison: Serve as the day-to-day point of contact between customers and the Coframe team. Make sure experiments are launching, variants are getting approved, results are being communicated, and nothing is falling through the cracks. Drive Adoption & Value: Conduct business reviews, run demos to showcase new features and capabilities, and proactively identify opportunities to deepen product adoption and expand testing velocity across customer organizations. Be the Customer Champion: Serve as the voice of the customer internally partnering with Product, Engineering, and Research to translate customer feedback into roadmap priorities. Expand Revenue: Identify and close upsell and cross-sell opportunities within your book of business, including expanding customers into new Coframe capabilities like copy optimization, segmentation, and UI code generation. Lead negotiation and renewal conversations with confidence. You'll own net revenue retention targets. Build the Playbook: Define and iterate on CSM processes, success metrics, and scalable frameworks including renewals, contract management, volume upgrades, and overage billing as we grow from early-stage to Series A and beyond. Benefits: Flexible (Unlimited) Paid Time Off Medical, Dental, and Vision benefits for you and your family 401k Plan with match Daily in-office meals Wellness benefit, including gym membership "You guys are insane." - OpenAI team "Coframe makes you feel like you have a team of 100 people." - Replit team Coframe is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.