Customer Success Manager

Customer Success ManagerBasis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world. We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale. Our investors include: Khosla Ventures (Keith Rabois & Vinod Khosla), Accel (Miles Clements), Google Ventures, Nat Friedman & Daniel Gross, Adam D'Angelo, Jeff Dean, Jack Altman, Noam Brown, Kyle Vogt, Amjad Masad, Clem Delangue and many other operators/technical leaders. "Basis is on the frontier of building production-grade, long-horizon agents. They've pushed the limits of what we thought our models could do on real-world, economically valuable, complex accounting tasks. They've been a great collaborator in helping us shape what the future of agents looks like." — Prashant Mital, Applied AI Lead, OpenAIAbout the RoleBasis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm – expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships. You'll own a portfolio of enterprise accounts directly – driving adoption, expansion, and renewal across some of the most important firms in the country. Reporting to the Customer Success Lead, you'll help shape the CS playbook and build the relationships that turn Basis into a mission-critical platform at one of the fastest-growing companies in AI.What You'll DoOwn a portfolio of enterprise accounts: drive adoption, expansion, and renewalRun the customer relationship end to end, from onboarding through renewalContribute to the CS operating model: account health metrics, handoff playbooks, and renewal processesPartner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownershipPartner with Account Executives on QBRs, expansion opportunities, and ARR growthWhat You'll BringExperience owning enterprise customer relationships in a CS or account management roleDirect ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accountsTrack record of driving adoption and retention across complex, multi-stakeholder accountsEnergized by running a customer call and owning the outcomeBonus If You HaveBackground at a vertical SaaS or professional services platformExperience selling into or supporting accounting, audit, or finance firmsExperience deploying AI products into regulated industriesWhat We Look ForStrong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problemBuilder: energized by helping shape the playbook of a rapidly scaling functionHigh agency: takes ownership and moves fast without waiting for perfect informationExecutive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholdersOffice lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYCBenefits at BasisWe offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being:Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health.Time off: Unlimited PTO + 12 paid company holidays.In-Office Perks: Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup.Financial Benefits: Pre-tax commuter benefits and 401(k) retirement planTeam Culture: Monthly office activities and frequent optional team happy hours.Parental Leave