Founding Customer Success Manager

Lance (YC W26) is revolutionizing the hospitality industry with autonomous AI agents that handle calls, close sales, and manage operations, empowering teams to focus on creating exceptional guest experiences. Trusted by leading hotel groups in the United States, Lance supports over 50 hotels, including prominent brands like Marriott, Hilton, and Hyatt. The company's cutting-edge Computer Use Agent technology integrates seamlessly with hotel software, making real-time decisions and executing complex, multi-step tasks. Lance is redefining efficiency and productivity for the modern hospitality industry. Role Description We are seeking a full-time Founding Customer Success Manager to join our team on-site at our San Francisco, CA location. In this role, you will be responsible for ensuring customer satisfaction, fostering client success, and driving retention. Day-to-day tasks include building and maintaining strong client relationships, analyzing customer needs, addressing concerns, and collaboratively developing solutions. You will serve as the main point of contact for clients, advocating for their needs while facilitating a smooth experience with our technology. Qualifications Work 996 Proven customer satisfaction and customer service skills to effectively address client needs and ensure a positive experience. Strong relationship-building and customer retention skills to foster trust and long-term partnerships. Excellent analytical skills to understand client feedback, identify challenges, and provide actionable insights. Collaborative mindset and ability to communicate effectively with internal and external stakeholders. Problem-solving abilities and adaptability to meet the demands of a dynamic, fast-paced environment. Prior experience in the hospitality industry or SaaS customer success is a plus. Bachelor’s degree or equivalent work experience in business, hospitality, or a related field. Total Compensation $70,000 - $100,000 Cash + Equity + Bonus #J-18808-Ljbffr