Founding Customer Success Manager

Customer Success Manager

This is Cloneable's first dedicated Customer Success hire. You'll build the function from the ground up, establishing the processes, playbooks, and relationships that define how our customers experience the product after the contract is signed. You'll own a mixed portfolio of SMB and enterprise accounts across the fiber, broadband, and power engineering sectors, and you'll be the primary reason customers get real operational value out of what we build.

This role is not responsible for renewals or sales activity. Your job is customer outcomes: adoption, value realization, and retention driven by results, not contract management.

We expect you to use AI tools across everything you do, from drafting communications to analyzing usage data, building automations, and designing customer workflows. This isn't optional or aspirational. It's how we operate.

What You'll Be Doing

Own the Customer Journey

• Lead onboarding for new customers, getting field crews and back-office teams up and running quickly and confidently
• Build and execute success plans tailored to each customer's operational goals and environment
• Serve as the primary point of contact across your account portfolio, the person customers call when something matters
• Conduct regular business reviews that connect product usage to measurable operational outcomes
• Use AI tools to synthesize account health data, draft business review materials, and surface insights faster than any manual process could

Drive Adoption and Value

• Monitor usage patterns across accounts and proactively address gaps before they become churn risks
• Develop training programs and enablement materials that help customers get the most out of UtilityScout and Cloneable Agent
• Translate customer workflows and pain points into clear feedback for the product and engineering teams
• Build scalable CS processes and playbooks that work across both SMB and enterprise accounts. You're designing the system, not inheriting one
• Identify opportunities to embed AI-driven workflows into customer operations, helping them get compounding efficiency gains beyond the core product

Be the Voice of the Customer Internally

• Advocate for customer needs across product, engineering, and leadership
• Document and quantify value delivered: outcomes, efficiency gains, and ROI that customers can take to their own leadership
• Help the founding team understand what's working in the field and what isn't

What We're Looking For

Required

• 5+ years in Customer Success, Technical Account Management, or a similar post-sale customer-facing role at a B2B SaaS company
• Experience building or significantly scaling a CS function. You've had to create structure where none existed
• Strong systems and process instincts: you build playbooks, not just relationships
• Technical fluency: comfortable with APIs, integrations, and software workflows, and able to speak credibly with both operators in the field and engineers on a product team
• Active daily user of AI tools (Claude, ChatGPT, Cursor, or similar). You use them to write, analyze, automate, and problem-solve, not just to experiment
• Data driven: digging into customer use, market trends, and regulatory drivers to identify opportunities to scale customers
• Demonstrated ability to use AI to drive process improvements: automated reporting, smarter customer communications, faster synthesis of usage data
• Excellent communicator across organizational levels: crisp recaps, useful QBRs, clean escalation notes, and no loose threads
• Builder mindset: you are excited to create the first CS systems instead of inheriting mature ones

Nice to Have

• Background in infrastructure, utilities, telecom, or field operations industries
• Experience with enterprise customers in asset-intensive or operationally complex environments
• Prior experience at an early-stage or seed-stage company

You'll Love it Here if You:

• Have a growth mindset and are always learning. You don't need to have all the answers but you push yourself and others to find them
• Take high ownership seriously. You go above and beyond for customers, hold yourself accountable, and bring grit when things get hard
• Lead with integrity. You do the right thing, communicate openly, and treat teammates and customers with genuine respect
• Put the team first. Low ego, high trust, and a bias toward collaboration over credit