Customer Success Manager

Job description

TL;DR: We're hiring a Customer Success Manager to help companies make full use of our AI-powered research platform. If you love building relationships, driving adoption, and helping customers achieve their goals, let’s talk. BACKGROUND Listen Labs is the world's fastest AI research platform, built so every company can understand what their customers want, why, and what to do about it. Our AI conducts in-depth interviews, analyzes conversations, and delivers executive-ready insights in hours, not weeks. Born out of a Harvard research project, Listen is trusted by teams at leading brands like Google, Microsoft, Anthropic, Perplexity, Sweetgreen, Replit, and Nestlé to bring real customer voices into their biggest product, marketing, and growth decisions. COMPANY HIGHLIGHTS - World-Class Team: Founded by serial entrepreneurs — Alfred (Bemlo, YC W22) and Florian (IOI medalist, ICPC World Finalist) — and built with talent from Google, Meta, Tesla, Amazon, Jane Street, and X, alongside Bain, Goldman Sachs, McKinsey, and Sequoia-backed startups like Applied Intuition, Scale AI, and Rippling. Over 30% of our team are former founders, and multiple are competitive programming medalists. - Hypergrowth: Since launching, Listen has grown annualized revenue 15x and completed over 2 million interviews — backed by $100M in total funding led by Ribbit Capital, with Sequoia, Conviction, and Pear VC participating. - Traction: Already serving 15% of Fortune 100s. Enterprise wins and expansions across Anthropic, Microsoft, Nestlé, Perplexity, Sweetgreen, and more — with teams telling us research that used to take six to eight weeks now happens in days. WHAT YOU’LL DO - Own a book of business and the customer journey post-sale, driving onboarding, adoption, retention, and growth. - Serve as the primary day-to-day contact for key accounts, building trusted relationships with customers and stakeholders. - Develop strong relationships with customers to understand their goals, measure success, and ensure they’re getting maximum value from Listen. - Partner with sales to identify expansion and renewal opportunities and help grow strategic accounts. - Monitor customer health, proactively identify risks, and develop plans to improve adoption and retention. - Provide proactive guidance and support, including business reviews and recommendations to maximize customer value. - Collect customer feedback and collaborate closely with product and engineering teams to shape our roadmap. - Develop and refine customer success playbooks, processes, and best practices as we scale. WHO YOU ARE - 4-8 years of professional experience, ideally in Customer Success, Account Management, or a similar customer-facing role at a SaaS company. - Proven track record of managing customer relationships, driving product adoption, and retaining and growing accounts. - Strong relationship-building, communication, and organizational skills. - Comfortable working with multiple stakeholders and building relationships across functions and levels of seniority. - Self-starter comfortable with ambiguity and fast-paced environments. - Experience with research, insights, or AI products is a plus. - Ability to work in office 5 days/week. LIFE AT LISTEN - Health, covered: Full medical, dental, and vision. FSA/HSA and life insurance are available too. - Competitive compensation: Backed by world-class investors including Sequoia, Ribbit Capital, Conviction, and Pear VC — we hire the best and treat them accordingly, with meaningful equity ownership. - Annual Learning Stipend: Books, courses, conferences, coaching, language lessons — almost anything that makes you sharper. - Annual Wellness Stipend for your health and headspace: Gym memberships, race fees, massages, ergonomic gear, and more. - Monthly Stipend for AI tools: A dedicated budget for the software and GPU credits that make you faster. - Fed, daily: A private chef serves lunch and dinner in our SF office; NYC and London teams get daily meal credit. - Flexible time off: A take-what-you-need vacation policy. - We celebrate together: Company offsites (Hawaii this Summer!) and events like our annual holiday party — every win is a team win. - Room to grow: As an early member of the team, you'll own end-to-end processes from scratch and grow alongside the company.