Customer Success Manager

About Us

reliability layer for Conversational Agents

simulate

monitor

About The Role

Founding Customer Success Manager

• Own onboarding end-to-end: Seamless handoffs from Sales; define success criteria, timelines, and milestones; instrument adoption and time-to-value.
• Be a trusted technical advisor: Guide customers on integrating Cekura into CI/CD and production stacks (APIs, webhooks, auth, SIP/Twilio flows, STT/TTS, LLM configs).
• Build scalable systems: Create repeatable runbooks, health scores, QBR templates, and playbooks for expansion/renewal.
• Drive product feedback: Partner with Engineering & Product; submit crisp RFCs backed by usage data to influence the roadmap.
• Proactive account management: Monitor health, predict risk, and execute save/expansion plays based on telemetry.
• Hands-on problem solving: Reproduce issues, triage with engineering, and close the loop with clear comms.
• Executive storytelling: Quantify ROI (quality, reliability, speed); craft references and case studies.
• Foundational leadership: Help hire and mentor the future CS team; set standards as we scale.
  

About You

• Customer-obsessed: You care deeply about measurable outcomes and long-term partnerships.
• Technical pedigree (dev-tool savvy): You can read API docs, inspect payloads, and reason about systems. You’ve used Postman/cURL; you’re comfortable with logs/dashboards and basic scripting.
• Clear communicator: You distill complex concepts for execs and engineers alike.
• Builder’s mindset: You thrive in zero-to-one, create structure from ambiguity, and bias to action.
• Analytical: You ground decisions in data - usage, adoption, performance, and business impact.
  

Minimum Qualifications

• 2 years in Customer Success, Solutions Engineering, Sales Engineering, or Technical Account Management at a developer-focused or infra/SaaS company.
• Proven ownership of onboarding → renewal/expansion for technical accounts.
• Comfort with APIs, webhooks, basic SQL, and one of Python/JS (to prototype, parse logs, or write examples).
  

• Early/founding CS or first CS hire experience (you built the playbook).
• Familiarity with at least one of: LLM/AI agent tooling, observability/testing
  

• You need rigid processes or heavy structure.
• You prefer pure relationship management without technical depth.
• You don’t enjoy fast-paced, in-person startup environments (we’re in SF, 6 days/week).
  

• Responsibility & scope: Shape the foundation of our Customer Success org.
• Exceptional team: Work directly with founders and a highly technical, product-driven group.
• Impact: Improve the reliability of AI agents used by real customers every day.
• Upside: Competitive compensation, meaningful equity, and rapid growth.
• Benefits: Medical/dental/vision, team lunches and dinner!
  

Excited to help world-class teams ship reliable AI agents - and wear both the customer and engineer hats? Let’s talk.