Customer Success Manager

Job description

## **About us** At Roadrunner, we’re replacing the broken CPQ software that Sales teams have complained about, worked around, and given up on for years. Not improving it - replacing it. We’re building a new agentic stack called PQA - Prompt, Quote, Approve, designed for the enterprise, on a data model built for how pricing actually works today. We’re Kleiner Perkins’ first incubation since Glean, led by second-time founders with successful exits, and a team of engineers from Snowflake, Databricks, Citadel, Meta, Robinhood, Brex, and so on. ## **About the role** Quoting sits at the center of how our customers make money, which means the stakes after go-live are high and the opportunity to become indispensable is even higher. As our Senior Customer Success Manager, you'll own the customer relationship from the moment implementation wraps: making sure Roadrunner reflects how each customer actually sells, driving adoption across their revenue team, and turning early wins into renewals and expansion. You'll manage a book of business spanning our customer base, from fast-growing mid-market teams to complex enterprise deployments, and you'll be measured on the outcomes that matter: gross retention, renewal ARR, customer health, and expansion. As an early member of the Customer Success team, you'll be responsible for building out the function and defining the playbooks it scales on. ## **What you'll do** - Serve as a trusted strategic advisor to revenue and revenue operations leaders, from RevOps managers to CROs - Own the post go-live experience: partner with Solutions Architects and Implementation on a clean handoff, then drive configuration refinements, workflow adjustments, and support escalations as customers use Roadrunner in production - Plan and host Quarterly Business Reviews that connect product usage to business outcomes, quantify ROI, and align executive stakeholders on what's next - Monitor account health through usage data, stakeholder engagement, and support signals, and act proactively rather than waiting for the renewal conversation - Proactively understand customer challenges, areas for improvement, and overall opportunities within the account vs waiting for customer to come to you - Identify expansion opportunities (new teams, new use cases, added seats) and partner with Sales to close them - Be the voice of the customer internally: channel structured feedback to Product and Engineering, and set honest expectations with customers about the roadmap ## **Example projects** - Build our QBR framework from scratch: the template, the ROI model, and the executive narrative, then run it with our first enterprise accounts - Design a customer health score using product usage, engagement, and support data, and stand up the cadence for acting on it - Run the renewal motion end to end for an eight-figure-pipeline book, from 120-day-out planning through signature ## **What you'll bring** - 5-8 years in customer success, account management, or consulting at a B2B SaaS company, with a track record of owning retention and renewal targets for a book of business - Experience managing the post-implementation lifecycle for a technical or configurable product, and comfort getting hands-on with configuration alongside customers - Demonstrated ability to build executive relationships and run compelling QBRs, including ROI narratives backed by data - Strong commercial instincts: you've forecasted renewals, negotiated them, and driven expansion, not just handed opportunities to Sales - A builder's mentality: you thrive in ambiguity and want to define how Customer Success works here, not inherit a playbook - Willingness to travel to San Francisco during onboarding and periodically for customer or team events ## **Bonus points** - Experience with CPQ, deal desk, billing, or RevOps tooling, whether supporting it, implementing it, or selling it - Early-stage startup background, especially as a founding or early CS hire ## **What we offer** - Medical, dental, and vision benefits for you and your family. - Lunch and dinner, as well as snacks and coffee to keep you energized. - Take what you need vacation policy. ## **Equal opportunity** We value our differences, and we encourage all to apply — especially those whose identities are traditionally underrepresented in tech organizations. We do not discriminate on the basis of race, religion, color, gender expression or identity, sexual orientation, ancestry, national origin, citizenship, age, marital status, veteran status, disability status, political belief, or any other characteristic protected by law. Roadrunner is an equal opportunity employer.