Founding Customer Success Manager

Moss is the real-time retrieval layer for conversational AI. We help teams make AI products feel instant by getting the right context at the right time, without adding latency. Moss runs across browser, edge, on-device, and cloud environments, and is already deployed across 100+ countries with 1M+ real-time voice minutes served. As more customers move from evaluation to production, the work does not end when a contract is signed. The real job is getting customers live, helping them build the right thing on top of Moss, making sure they see value quickly, and turning that success into long-term usage and expansion. We are hiring our first Customer Success Manager to own that. This is not a ticket-queue role. You will work directly with customers, founders, product, and engineering. You will understand what each customer is building, help them get there faster, catch problems before they become churn risks, and build the playbooks that become Moss’s customer success motion. What You’ll Do Own the customer relationship after the contract is signed, from onboarding and implementation through adoption, renewal, and expansion. Get customers live quickly by understanding what they are building, defining success early, unblocking technical or internal issues, and bringing the right people from Moss into the room. Run the core customer cadence: onboarding, implementation calls, technical check-ins, usage reviews, and executive conversations when needed. Develop deep context on every important account: their deployment, use case, usage patterns, internal stakeholders, priorities, and what needs to happen for them to grow. Make sure customers are seeing real value from Moss. Identify low adoption, technical blockers, unclear ownership, pricing confusion, or shifting priorities before they become risks. Work closely with product and engineering when customers are pushing Moss in new ways, scaling a deployment, or running into issues. Turn what you learn into clear product signal and better customer outcomes. Build the customer success operating system from scratch: onboarding materials, success plans, account health signals, renewal process, escalation paths, and expansion playbooks. Partner with the founders and GTM team on renewals, expansions, and turning successful customers into long-term references. Your First 90 Days From day one, you will be on customer calls and inside active accounts. In your first 30 days, you will meet our customers, understand their deployments and goals, join onboarding and technical discussions, and start owning follow-ups that move customers forward. By 60 days, you will own a meaningful set of customer relationships end to end. You will be running customer conversations, identifying risks and expansion opportunities, and bringing clear customer context back into product and engineering. By 90 days, you will have built the first version of Moss’s customer success operating system: how we onboard, how we measure account health, how we run customer reviews, how we elevate issues, and how we turn successful customers into deeper usage and expansion. What We’re Looking For 4+ years in Customer Success, Technical Account Management, Solutions, Implementation, Forward Deployed Engineering, or a similar customer-facing role. Experience owning post-sale relationships for technical B2B customers, ideally from onboarding through adoption, renewal, and expansion. Strong technical curiosity. You do not need to be an engineer, but you should be comfortable discussing APIs, integrations, production systems, data flows, and why a customer’s deployment is or is not working. Experience working with enterprise customers and multiple stakeholders across technical teams, operators, product leaders, and executives. Strong commercial instincts. You understand that customer success means customers get value, renew, grow, and become references. High ownership. You do not wait for a process to exist before creating one. Clear written and verbal communication. You can run a customer call, write a crisp follow-up, explain a technical issue simply, and make sure nothing important gets lost. Good judgment under pressure. When a customer has a real issue, you can stay calm, communicate clearly, and pull the right people together. Strong empathy for customers without overpromising or becoming a messenger for every request. Nice to Have Experience in developer tools, infrastructure, APIs, AI, voice AI, or other technical products. Experience with usage-based pricing, enterprise contracts, or customers scaling from pilot to production. Experience building a customer success or implementation function from scratch. Experience working closely with engineering teams on customer deployments and product feedback. Familiarity with CRM systems, customer health tracking, renewal forecasting, and account planning. Experience supporting customers across different geographies and time zones. Why Moss You will be one of the first people shaping how Moss works with customers at scale. You will have direct access to the founders, direct context on what customers are trying to build, and meaningful input into the product, systems, and company we build around them. This is a role for someone who likes being close to customers, close to the product, and close to the decisions that matter. Competitive compensation and meaningful equity. #J-18808-Ljbffr Moss