Customer Success Manager

Customer Success Manager

Letter AI is the world's first unified revenue acceleration platform powered natively by generative AI. Our platform empowers sales teams at customers like Adobe, Lenovo, and Figma to ramp up faster with AI-powered training and coaching, instantly find and personalize collateral for customers, and engage their buyers with the industry's first AI Sales Room. We recently raised a $40M Series B led by Battery Ventures, with participation from existing investors including Y Combinator, Lightbank, Northwestern Mutual Future Ventures, Stage 2 Capital, and Formus. The round comes just four months after announcing our Series A, indicating a shift we're seeing in real time: revenue teams aren't asking for more content or tools. They're asking for better outcomes, and Letter AI is bringing those outcomes to life! We 10Xed our revenue last year and are looking for the best of the best in Chicago to join us on the adventure.

The Role

We are looking for a Customer Success Manager to join our expanding team. You will play a meaningful role in helping define how we support and engage our customers as we scale. In this role, you will own key aspects of the customer success journey and ensure both existing and new customers derive maximum value from our platform.

Responsibilities include:

• Own day-to-day customer relationships, serving as the primary point of contact and trusted partner for our clients
• Deliver a high-touch, highly responsive customer experience, with frequent touchpoints and fast turnaround on customer needs
• Onboard new customers and guide pilot customers through successful conversion and long-term adoption
• Proactively monitor customer health and engagement, quickly identifying risks and taking action to ensure retention and success
• Actively gather customer feedback and partner with the product team to continuously improve the customer experience
• Build deep relationships with customers by understanding their goals, challenges, and definition of success
• Collaborate closely with Sales and Marketing to support renewals, expansions, and upsell opportunities

Qualifications for the role include:

• 3+ years of experience in customer success, account management, or a related field (we are hiring across different levels of experience)
• Proven track record of managing customer relationships and driving customer success
• Strong problem-solving skills and ability to think strategically about customer needs
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced startup environment and manage multiple priorities
• Experience with customer success tools and platforms is a plus

How We Operate

At Letter AI, we want you to be unapologetically you while operating with our core principles in mind:

• Customer-obsessed: Make your customers unreasonably happy and everything else will fall into place
• Ambitious yet practical: Set big goals, but stay grounded with disciplined execution and ruthless prioritization
• Direct yet kind: Never hold back from speaking your mind, but do so in a way that is kind to your colleagues
• Driven yet humble: Push for excellence and deliver fast, but keep your humility

What's in it for you?

• Compensation: $100k$160k base salary, depending on experience, expertise, and expected impact
• Ownership: Every full-time teammate receives Letter stock options, so you can share in the value you help create
• Benefits that have you covered: Comprehensive medical, dental, and vision coverage, plus a 401(k) with company match
• Benefits for the everyday: Company-supported commuter, connectivity, and wellness benefits, plus daily lunch in our Chicago and San Francisco offices
• Team events: Happy hours, dinners, events, and offsites with a team that genuinely enjoys spending time together
• Build with us: Join a fast-growing startup where you'll have meaningful ownership and impact, working closely with top-notch teammates to help build and scale Letter