Founding Customer Support Engineer

An early-stage, venture-backed AI startup is building a next-generation CRM designed from the ground up for the AI era. Rather than relying on manual data entry and rigid workflows, the platform automatically captures customer interactions, organizes context, and surfaces actionable insights to help revenue teams work more effectively. Since launching, the company has seen exceptional early traction with thousands of businesses adopting the product and a rapidly growing base of paying customers.

Backed by some of the world’s leading venture capital firms and founded by an experienced 40-person team with a history of building widely adopted AI products, the company is now entering its next phase of growth. They’re looking for their first Customer Success hire to build the post-sales function from scratch, combining hands-on customer support with AI-driven automation to create a highly scalable customer experience.

This is a full time position, 4 days per week in office in San Francisco.

Key Responsibilities:

• Own the inbound support queue end-to-end, setting SLAs, triaging tickets, and resolving technical issues including workflow debugging, API and integration problems, and AI agent behavior
• Build and deploy an AI-powered support agent to reduce ticket volume while creating and maintaining an AI-first knowledge base
• Design and implement onboarding automation, customer health scoring, and proactive retention initiatives to improve customer outcomes
• Create the customer success playbook from scratch, including SOPs, escalation processes, reporting, and product feedback workflows
• Build lightweight internal tools and automations using AI coding tools, APIs, and webhooks to improve support efficiency without adding headcount

Key Qualifications:

• 4 to 6 years of experience in Technical Customer Success, Support Engineering, Solutions Engineering, or Customer Success Operations
• Experience at an early-stage B2B SaaS startup owning customer outcomes such as CSAT, SLAs, and ticket deflection
• Proven experience building support systems from 0 to 1, including playbooks, automations, internal tooling, and knowledge bases
• Experience supporting a high-volume customer base of 100+ accounts
• Background at a CRM, GTM software, or AI-native SaaS company
• Demonstrated success driving customer onboarding, activation, and retention
• Ability to write scripts, work with APIs, and independently debug integrations
• Comfortable using AI development tools such as Claude Code or Codex to build lightweight automations
• Strong communication skills with a customer-first, empathetic approach