Founding Customer Success Manager

Job description

## **About Hyperscale** Hyperscale is building AGI for physical operations. We're a team of ex-Samsara engineers and operators deploying frontier agentic systems in the real world. The result is a superagent that autonomously handles the highest-volume, most complex back-office workflows physical operations depend on: load coordination, scheduling, support, finance and billing, and more. We're live with some of the largest fleets in the US, running millions of autonomous tasks each week, with strong customer satisfaction. We're backed by top investors and moving fast. ## **The Role** We're hiring a Founding Customer Success Manager to own the customer relationship after the deal closes. You'll onboard new customers, run a regular meeting cadence with every account, drive adoption, and handle inbound support. The split is roughly 70% customer success and 30% support. Onboarding is the core of the job: running workshops with customer teams, doing hands-on setup to connect their systems, and getting them from signed contract to daily usage. From there you'll keep accounts healthy with regular meetings, new use cases, and fast answers when something isn't working. This is a founding role. There is no CS team or playbook yet. You'll build both, working directly with the founders, and use our own agent to automate the repetitive parts as the customer base grows. If you like working directly with customers and building from scratch, this role is for you. ## **What You'll Do** **Onboarding** - Own onboarding for every new customer, from kickoff to daily usage - Run onboarding workshops with customer teams, from leadership to end users - Do the hands-on setup: accounts, integrations, and permissions - Coordinate with engineering on technical setup and keep onboardings on schedule **Ongoing success** - Run a regular meeting cadence with every customer - Share updates and new capabilities with customers to encourage usage - Work with customers to find new use cases and expand what the agent handles for them - Track account health and drive every customer toward full rollout **Support** - Field inbound support requests: resolve what you can, and route the rest to engineering and product with the context they need to prioritize - Follow up with the customer when fixes ship - Set up support tooling as volume grows: ticketing, a knowledge base, and runbooks for common issues - Define and track support metrics (response time, resolution time, CSAT) **Scaling the function** - Build the onboarding and success playbook from scratch - Use AI to automate the repetitive parts of the job: meeting prep, health tracking, follow-ups, support triage ## **What Success Looks Like (First 90 Days)** - Running customer meetings independently with minimal founder involvement - New customers onboarded end to end and using the product daily - A clear support process connecting customers, engineering, and product - A documented onboarding playbook ## **Who You Are** - 3+ years in customer success, implementation, or onboarding at a B2B SaaS company, ideally early stage - Comfortable running a high volume of customer meetings every week - Highly comfortable talking to customers, including non-technical operators and executives - Technical enough to handle hands-on setup work: accounts, integrations, API keys, and permissions - Organized and dependable: you can manage many accounts at once without letting things slip - Strong written and verbal communication - High agency, comfortable with ambiguity and moving fast in an environment where the playbook does not exist yet - Excited to use AI aggressively in your own work, not just in the product you support ## **Nice to Have** - Experience supporting AI products or other complex technical systems in production - Prior experience standing up a CS or support function at an early-stage company ## **Location** San Francisco preferred (in-person). We move quickly and value tight feedback loops across success, product, engineering, and customers. ## **Why Hyperscale** - Real product in production with major US fleets - Clear ROI and strong metrics already working in the wild - Own the customer success function from day one, with a path to CS leadership as we scale - Direct access to founders, product, and engineering with immediate impact - Backed by top VCs and growing quickly - doubling the team this year