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Founding Customer Success Manager

Arphie
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San Francisco, CAFull TimePosted 7mo ago

About the role

Founding Customer Success Manager to design and own the post-sale customer experience, onboarding, support, and CS function at Arphie. Reports to Chief of Staff and works closely with founders and engineering to influence product roadmap from day one.

Responsibilities

  • Onboarding, Training & Enablement: Own end-to-end onboarding for new customers, environment setup, kickoff, and first value milestone; build enablement materials; create scalable customer education programs (webinars, workshops, written content).
  • Product & Cross-Functional Collaboration: Serve as conduit between customers and internal teams; gather feedback, document feature requests, and share insights with Engineering and Product; design and run QBRs; become internal expert on Arphie products to shape roadmap.
  • Customer Health, Retention & Growth: Own book of business; monitor health scores, adoption metrics, and usage trends; proactively prevent churn and surface expansion opportunities; lead QBRs presenting ROI data and roadmap for deeper adoption.
  • Support & Ticket Management: Provide world-class support; triage, respond to, and resolve inbound tickets; collaborate with Engineering and Product to close issues quickly; build docs to enable self-service; identify patterns signaling product gaps.
  • Building the CS Function: Define processes, tooling, and playbooks to scale; establish CS OKRs, KPIs, and reporting cadences; hire, mentor, and lead a growing CS team; champion customer voice in product reviews and roadmap sessions.

Qualifications

  • 1-2+ years in Customer Success or related generalist role at a B2B SaaS company (founding startup experience a strong plus).
  • Based in San Francisco (or willing to relocate) and able to work in-person.
  • Strong customer empathy and ownership; ability to understand customer use cases and maintain accountability.
  • Self-starter in fast-paced, zero-to-one environment; able to define and follow a self-developed playbook.
  • Comfort with both triaging support tickets and leading executive QBRs; versatile in a fast-paced environment.
  • Clear, confident written and verbal communication; ability to translate technical concepts for non-technical customers.
  • Genuine curiosity about AI and enterprise workflows; bonus if you use AI tools daily.

Skills

Required:Customer lifecycle managementCross-functional collaboration

Benefits

  • Competitive base salary + meaningful equity
  • Direct access to and collaboration with the founding team from day one
  • Opportunity to build and lead the CS function at a fast-growing AI company
  • Culture focused on transparency, customer obsession, teamwork, and shipping pride
  • Fully covered health, dental, and vision insurance
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Arphie

Knowledge agents to enable GTM teams.

AI-powered software to respond to RFPs, RFQs, questionnaires, and DDQs. Secure, live integrations with company-approved data. Win more, and save 80%+ time.

AIRFPProposal SoftwareKnowledge Activation Platform
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