Customer Success Manager

Job description

Why Coframe: - OpenAI: We're the only marketing technology company officially partnered with OpenAI. Our engineers and researchers work directly with their team to co-train a model specifically for our use case, which is a differentiator, and a testament to the technical caliber of our team. - Top VCs: We're backed by tier-1 investors including Khosla Ventures, Nat Friedman (former GitHub CEO), and Rich Miner (Android co-founder). Joining now means getting a seat on the rocket ship before our Series A: a once-in-a-lifetime opportunity to join in the early innings. - Badass Team: Our founder is a serial entrepreneur who previously co-founded a unicorn with Tom Brady and guest lectures AI at Stanford. Our team includes researchers from top institutions who created some of the world's most popular open-source code generation projects. - Already Crushing It: For our first product, we built proprietary generative AI technology that enables our AI Agents to autonomously design, code, debug, and deploy A/B tests and personalization campaigns. We effectively 10x testing velocity, replacing agencies, legacy tools, and the need to pull in-house designers and engineers for testing and personalization. In the last 6 months, we have already driven $112.4M in incremental revenue for our customers. About the Role: At Coframe, we are building the world's first AI Growth Engineer. We envision a future where user interfaces aren't static code, but living organisms that adapt, evolve, and personalize themselves in real time. As our Customer Success Manager, you'll be the connective tissue between our customers and the Coframe team — including our Growth Strategists, engineers, and AI systems that are actively building and running experiments on customers' behalf. You'll ensure every customer's program is healthy, high-velocity, and delivering measurable ROI. This role reports directly to the Head of GTM and will be in our San Francisco office five days a week. What You'll Do: - Own Customer Outcomes: Be the primary driver of customer success from onboarding through renewal and expansion. You're responsible for ensuring customers realize measurable ROI from Coframe. - Lead Onboarding: Partner with Growth Strategists and engineers to get customers live fast — coordinating the handoffs, timelines, and approvals that turn a new contract into a running experiment program. - Be the Liaison: Serve as the day-to-day point of contact between customers and the Coframe team. Make sure experiments are launching, variants are getting approved, results are being communicated, and nothing is falling through the cracks. - Drive Adoption & Value: Conduct business reviews, run demos to showcase new features and capabilities, and proactively identify opportunities to deepen product adoption and expand testing velocity across customer organizations. - Be the Customer Champion: Serve as the voice of the customer internally — partnering with Product, Engineering, and Research to translate customer feedback into roadmap priorities. - Expand Revenue: Identify and close upsell and cross-sell opportunities within your book of business, including expanding customers into new Coframe capabilities like copy optimization, segmentation, and UI code generation. Lead negotiation and renewal conversations with confidence. You'll own net revenue retention targets. - Build the Playbook: Define and iterate on CSM processes, success metrics, and scalable frameworks — including renewals, contract management, volume upgrades, and overage billing — as we grow from early-stage to Series A and beyond. You May Be a Fit If: - 3+ years of Customer Success or Account Management experience in B2B SaaS (AI, MarTech, or Growth tools a bonus) with a track record of strong retention and expansion. - Metrics-Obsessed: You know how to quantify customer value, build ROI narratives, and use data to drive strategic conversations with stakeholders. - Trusted Advisor: You build deep relationships with customers and are comfortable navigating conversations with VPs of Growth, CMOs, and CPOs. - Deep Product Knowledge: You take the time to truly understand how Coframe works — how experiments are built, how results are measured, and how to speak credibly about A/B testing, conversion optimization, and AI-driven experimentation. You can run a compelling demo. - Skilled Negotiator: You're comfortable leading renewal and upsell conversations, handling objections, and closing commercial agreements without flinching. - The "Builder" Mentality: You aren't looking for a role with rigid processes already in place. You're excited to create systems from scratch and define what great customer success looks like at Coframe. Bonus Points: - Deep Curiosity: You have a genuine passion for AI and are excited to help customers understand how autonomous agents will transform their growth strategies. - High Agency: You're entrepreneurial, resourceful, and have built something yourself — whether a side project, a startup, or a new function at a previous company.