Founding Customer Success Manager
Core
Building the customer success function from scratch for an AI communications platform serving the lending and collections industry, focusing on converting pilots to annual contracts and driving upsells.
Role type
Founding Customer Success Manager (IC)
Builds
AI-driven customer success operating system, automated touchpoints, and early-warning systems for enterprise clients.
Domain
Financial services (Lending, Collections, Fintech) + AI Communications
Deliverable
production ML models
Required skills
Enterprise account management, building CS functions from scratch, AI automation strategy, regulated industry fluency
Preferred skills
Experience with mid-market fintechs or tier 1 banks, specific AI workflow automation examples
Technologies
Pylon, AI automation tools
Responsibilities
Manage large enterprise relationships to convert pilots to annual contracts, establish CS operating system processes (health scoring, QBRs, playbooks), automate routine CS touchpoints, build at-risk account early-warning systems, close expansion deals within existing accounts.
Seniority
Founding, hands-on IC