Customer Success Manager

Job description

ABOUT THE ROLE You'll transform grassroots product love into thriving team and enterprise accounts. Gamma's B2B motion is growing fast, and this role owns the full customer lifecycle for a dynamic portfolio, from fast-growing startups to large enterprises. Your job is to ensure every account realizes the full value of AI-powered content creation and becomes a long-term advocate for the platform. You'll own customer health, gross retention, and net dollar retention. That means designing onboarding and training programs that create Gamma champions, navigating complex stakeholder relationships, running executive business reviews that quantify impact, and partnering with Sales to convert high-potential accounts. You'll also build the playbooks and scaled programs that let Customer Success keep pace with Gamma's growth, and experiment with AI-powered workflows that make the function itself more efficient. Our team has a strong in-office culture and works in person 4–5 days per week in San Francisco. We love working together to stay creative and connected, with flexibility to work from home when focus matters most. WHAT YOU'LL DO - Own customer health, gross retention, and net dollar retention across your portfolio, with a focus on preventing churn before it happens - Design and lead onboarding and training programs for new accounts, ensuring successful deployment, deep product adoption, and internal champions who drive expansion - Build playbooks for common customer journeys and develop one-to-many programs that efficiently serve a growing customer base - Navigate complex stakeholder relationships and conduct executive business reviews that quantify Gamma's impact on customer workflows - Partner with Sales to identify and convert high-potential accounts, maintaining ownership of the customer relationship post-sale - Channel customer feedback to Product and Design on features and use cases that unlock enterprise value WHAT YOU'LL BRING - 5+ years of B2B SaaS experience in Customer Success, Account Management, or a similar customer-facing role, with a strong track record of meeting or exceeding retention and expansion goals - Startup experience, preferably at PLG companies managing the transition from self-serve to sales-assisted motion - Proven ability to manage both high-touch strategic accounts and scaled customer programs, with the resourcefulness to navigate ambiguity in a high-growth environment - Data-driven approach to customer health, with comfort discussing technical concepts like APIs and SSO with stakeholders - Active AI user who experiments with new tools and can articulate AI best practices to customers, with the range to context-switch between executive communications and hands-on user training - SQL knowledge or familiarity with data analysis, a background in design software, or experience building CS operations from scratch (Nice to have) COMPENSATION RANGE: The on-target earnings for this full-time position, which spans multiple internal levels depending on qualifications, ranges between $125K - $235K plus benefits & equity. Final offer amounts are determined by multiple factors, including but not limited to experience and expertise in the requirements listed above. If you're interested in this role but you don't meet every requirement, we encourage you to apply anyway! We're always excited about meeting great people.