Customer Success Manager

Why Mintlify?We're on a mission to empower builders.Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.Culture of slope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities.We grew in value faster than headcount and we're looking to align the two quickly.About the RoleThis is a customer-facing role focused on strategic relationship management and retention. You'll own some of our highest-value accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.This role requires strong relationship-building skills, commercial acumen, and experience managing complex stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes.Key ResponsibilitiesOwn and manage a customer portfolioEstablish regular touch points and quarterly business reviews with key stakeholders acrossBuild relationships with leadership and technical decision-makersCreate comprehensive account mapping across multiple functions and product teamsDrive cross-functional adoption and strategic initiativesIdentify and develop growth opportunities based on product usage and business needsPartner with sales team on account planning and expansion opportunity developmentImplement proactive retention strategies and early warning systems for at-risk accountsHelp build processes for onboarding, adoption, renewal, and expansionBuild customer advocacy programsWork with Product team to translate feedback into product requirementsCollaborate with Support on technical issue resolutionPartner with Marketing on customer advocacy, testimonials, and thought leadershipAlign with Sales on seamless account management and growth strategiesThis role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization.Success MetricsYou'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming account management from reactive to strategic, with measurable impact on customer outcomes and business growth.Required Technical QualificationsExperience in customer-facing technical roles and managing large customersStrong communication skills with the ability to explain technical concepts clearlyStrong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platformExperience with web development (HTML, CSS, JavaScript)Familiarity with Git workflows and version control conceptsUnderstanding of API documentation and technical writing principlesExperience working with customer data across multiple platformsComfortable with product analytics toolsAbility to create automation workflows across customer success toolsAdditional QualificationsNice to have, not required5+ years in Customer Success or Technical Account ManagementBackground in developer tooling, API products, or technical documentationComfortable with prompt engineering and experience with AI/ML applicationsCompany BenefitsCompetitive compensation and equity20 days paid time off every year401k or RRSP$420/month wellness stipend100% coverage for Health, dental, visionFree Ubers to and from workFree lunch and dinnersAnnual team offsite (previously went to Alaska, Hawaii)