Customer Success Manager

Job description

ABOUT US Humaans is building the next generation of infrastructure for the workplace; software designed for companies that are scaling fast, operating globally, and pushing into new boundaries. What started as a system of record has evolved into a broader platform for operating people globally. With Athena, our agentic AI layer, Humaans moves beyond data management into intelligent orchestration, connecting workflows across HR, IT, Finance, and Operations so organisations can act faster and with greater confidence, redefining how work gets done. We work with ambitious teams across Europe and the US, from AI-native companies like Lovable, Poolside, Fyxer AI, and Tandem Health, to established, high-growth organisations scaling internationally and through acquisition, including Quantexa, Sellpy, Manychat, Gigs, Croud, and Threecolts. These teams don’t buy software for features,they buy leverage. The ability to run faster, cleaner, and with more control as complexity compounds. To date, we’ve raised $20m in venture funding from some of the most respected founders, operators, and funds in technology: Lachy Groom (Physical Intelligence), Stewart Butterfield (Slack), Tobias Lütke (Shopify), Dylan Field (Figma), Jeff Weiner (LinkedIn), Claire Johnson (Stripe), Oliver Jay (OpenAI), Jay Simmons (Bond) as well as Y Combinator, Moonfire, Frontline Ventures, Pathlight Ventures, and Exor. If you have massive ambition and want to work on a hard problem, with a small team that moves fast, at a moment when the category is genuinely up for grabs - this is it. THE ROLE You’ll own a portfolio of our strategic customers, helping them get meaningful value from Humaans from onboarding through renewal and expansion. But this isn’t traditional Customer Success. You’ll be working at the frontier of AI adoption in HR tech, helping customers rethink how work gets done and where AI can have the greatest impact. You’ll combine customer understanding, product curiosity and commercial instinct to turn ambitious ideas into practical solutions. That means getting deep into how customers operate, helping them configure and optimise AI agents for their specific needs, measuring what works and continuously improving from there. You’ll also help shape how we do Customer Success at Humaans. What you learn from customers will feed directly into Product and Engineering, while the playbooks and frameworks you develop will become the foundation for how the function scales. WHAT YOU’LL DO - Own the end-to-end relationship for a portfolio of strategic customers, from onboarding through adoption, renewal and expansion - Run deep discovery to understand customer objectives, requirements and operational workflows, then translate them into successful deployments - Help customers tailor and optimise our AI agent capabilities to solve their specific operational challenges and maximise end-user resolution - Analyse performance data to understand AI effectiveness, identify opportunities for improvement and demonstrate measurable customer value across metrics such as deflection, quality and CSAT - Build and execute success plans that connect product adoption and usage to clear business outcomes - Identify and close expansion opportunities across your portfolio, while partnering closely with Sales on new customer opportunities - Use AI extensively in your own work, from preparing QBRs and summarising conversations to identifying account risks and creating repeatable assets - Proactively monitor account health and address risks before they become reasons to churn - Bring customer insights back to Product and Engineering, helping shape what we build and how we prioritise - Develop the playbooks, frameworks and best practices that will help us scale AI-enabled Customer Success WHAT WE’RE LOOKING FOR - 4+ years of experience in Customer Success, Account Management or another customer-facing role, ideally within B2B SaaS. We’re also interested in people with People Ops experience who have led meaningful AI adoption or efficiency initiatives - Deep customer focus and a track record of turning customer needs into measurable business outcomes - Strong product instincts, you’re curious about how software works, comfortable getting into the detail and able to translate technical capabilities into customer value - Meaningful experience using AI to change how you work. You can talk concretely about what you’ve built or changed, what worked, what broke and what you learned - Commercial instinct and the confidence to navigate strategic relationships, identify expansion opportunities and have commercial conversations with senior stakeholders - Comfort operating at pace and with ambiguity. You don’t need a finished playbook to make progress - Excellent written and verbal communication, with the ability to run a room, communicate complex ideas simply and build trust quickly - High potential and a strong learning curve — we care about your trajectory and what you’re capable of taking on, not just years of experience YOU MAY NOT BE A GREAT FIT IF - You see Customer Success primarily as relationship management rather than owning measurable customer outcomes - You prefer staying at a high level and aren’t interested in understanding how the product, AI systems or customer workflows actually work - Your experience with AI is mostly exploratory rather than something that has meaningfully changed how you work - You’re uncomfortable having commercial conversations or taking ownership of renewal and expansion opportunities - You need established processes and clearly defined playbooks before you feel comfortable moving forward - You prefer to escalate product or technical questions rather than digging in, learning and working alongside customers and internal teams to find an answer This is an in-person role. Our team comes together in the office Monday through Thursday, while most of the team collaborates in person on Mondays, Tuesdays, and Thursdays. PACKAGE & BENEFITS Early stage startups can be messy – we know that. We're putting effort in providing you with the best employee experience and a quality driven environment in exchange for trusting us. - Market-leading compensation that reflects your value - 25 days paid time off each year plus public holidays - Share Options with 5-year exercise window so you don’t feel pressure to exercise if you leave - Quarterly team events, and company offsites - Top tier private coverage for health, vision and dental care - A new MacBook and tools you need to do your best work - Enhanced parental leave with up to 16 weeks for primary and 4 weeks for secondary - Learning & development budget WHY JOIN HUMAANS TODAY? HR tech is having its AI moment and we’re positioned to own it. Humaans started as a next-gen HRIS taking on large incumbents in a massive market. We’ve since evolved into something even bigger: an AI platform that sits across workforce data and automates the operational layer of HR entirely; the natural progression of what we’ve been building toward. The product is highly differentiated. It’s built around a structured workforce data model that makes AI reliable in an HR context, something no one else has gotten right. Customers notice the difference immediately. We’re backed by Y Combinator, Lachy Groom, Moonfire, Frontline Ventures, and operators who’ve built some of the most consequential software companies of the last decade: the founders of Slack, Figma, and Shopify, and Asana’s former CRO and Head of OpenAI International. We’re a small team with an unapologetically high bar. It shows up in the product, in how we communicate, and in the standards we hold each other to. OUR COMMITMENT TO DIVERSITY At Humaans we’re looking for genuinely good people that are transparent and emphatic. We’re committed to providing equal opportunities, a diverse and inclusive work environment, and ensuring a fair interview process for everyone. You’re welcome to apply no matter your gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. PRIVACY NOTICE We care about your privacy. When you apply for a role at Humaans, we’ll collect and process your personal data as part of our recruitment process. This includes things like your CV, contact details, and any other information you choose to share. We may also contact you about future opportunities. You can ask us to delete your data at any time. For more details, see our Privacy Policy https://humaans.io/privacy#h.k3wp7f8qzl9x.