Customer Success Manager (CSM)

About the job

Position: Customer Success Manager

Location: San Francisco, CA (Hybrid)

Type: Full-Time

Experience: 2–4 Years in SaaS Client Success

Want to (actually) change the world?

Hi, we're Alex and Bradford, co-founders of Coworker. We started this company with a simple but important goal: to make work matter.

Today, that vision is turning into reality. Coworker is a hypergrowth AI startup, backed by top-tier VCs and we're building something truly transformative: AI for complex work.

Unlike anything else in the market, Coworker is the world's first enterprise AI agent that can do complex work. Powered by our breakthrough OM1 (Organizational Memory) technology, Coworker creates a 'brain' for companies: an AI system with deep contextual memory that understands what's happening across a business and then completes multi-step work across 25+ enterprise applications.

It's not just another productivity tool. It's a fundamental shift in how work gets done and where people spend their valuable time.

We've secured $13M in seed funding from top-tier VCs and we've already landed household-name enterprise customers and achieved rapid YoY ARR growth with clear product-market fit.

Now, we're building out our team to continue our aggressive penetration into mid-market and enterprise companies. Coworker isn't just a better way to work—it's the future of work.

And we're only just getting started.

Why Coworker?

• The work that will define your career: this is literally an opportunity to change how the world works. We're going to totally transform how 1 billion people spend their time.
• Ownership above all else: every single person at Coworker brings an extreme level of ownership in everything they do. This is intensely motivating and will buoy you in everything you do.
• Exceptional team: you'll work alongside some of the best. We've been on the growth journey at Uber and other high calibre startups.
• Strong early traction in an explosive category: we're growing fast in an extremely fast growing category.
• Technical moat: OM1 allows us to do things that no-one else can do. It's an incredibly strong foundation to build a world-changing business.

Job Summary

You are a highly driven Customer Success Manager who will own the post-sale relationship with our mid-market customers ($25k-$100k ACV). You'll be responsible for customer onboarding, product adoption, retention, and growth. This role is perfect for a strategic CSM with 2-4 years of experience looking to advance their career in enterprise customer success while developing relationship management, strategic advisory and revenue growth.

Key Responsibilities

• Customer Onboarding: Drive implementation success through structured onboarding programs, ensuring 30-day time-to-value
• Portfolio Management: Own 50-75 customer accounts, maintaining 95%+ retention rate and 110%+ net revenue retention
• Strategic Advisory: Conduct quarterly business reviews, create success plans, and provide data-driven recommendations
• Growth Initiatives: Identify expansion opportunities, collaborate with Sales on upsells and drive product adoption
• Success Operations: Monitor customer health scores, usage metrics, and engagement data to proactively address risks

Requirements

• Experience: 2-4 years in SaaS Customer Success roles with proven track record of retention and growth
• Operational Mindset: Self-starter with ability to identify, own and execute on opportunities while managing competing priorities. Strong bias for action and comfort with ambiguity in a fast-paced environment
• Technical Skills: Strong platform expertise, ability to understand technical requirements and translate business needs
• Communication: Excellence in stakeholder management, presentation skills and written communication
• Analytics: Data-driven approach to customer success, proficiency in success metrics and reporting
• Tools: Expertise in Customer Success and CRM systems (Hubspot, Salesforce) and collaboration/project management tools

Preferred Qualifications

• Experience managing mid-market or enterprise SaaS relationships
• Background in consulting or strategic advisory roles
• Experience with AI/ML platforms and use cases

Compensation & Benefits

Salary + Equity + Benefits

• Base Salary: $90k-120k
• Equity: Generous equity in early stage company
• Benefits: Health/dental/vision insurance, 401(k), unlimited PTO

Career Development

• Mentorship: Partnered with Senior CSMs for portfolio strategy and skill development
• Promotion Path: Clear advancement to Enterprise CSM or Team Lead within 18-24 months
• Cross-functional exposure: Opportunities to work with Product, Sales and Marketing teams

Drop us a line!

We encourage you to drop us a line even if you feel over- or under-qualified. We want to find the best people to help us build Coworker no matter who they are. We have a lot of different areas of responsibility and we are always happy to brainstorm with you about what would be the best fit.

Coworker.ai is an equal opportunity employer. We believe everyone should feel great about being their authentic selves at Coworker–this is the only way to do our best work! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe that great employees come from diverse backgrounds.