Founding Customer Success Manager
At a glance
Mid-level Customer Success role at Lightfield. San Francisco · full-time · $160,000–$180,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Take signed customers through migration, onboarding, and getting their business running on Lightfield
- Configure workflows and automations that replace customers’ manual operating work
- Increase usage across customer teams until Lightfield becomes part of their daily workflow
- Find expansion opportunities, make the business case, and grow accounts as their needs develop
- Own retention, net revenue retention, and expansion results across your customer portfolio
What you bring
- At least four years in customer success, account management, or solutions consulting for a technical B2B product
- Experience managing your own accounts and commercial targets from onboarding through expansion
- Hands-on experience delivering customer automations, workflows, and integrations inside products
- A track record of reviving underused accounts and explaining the actions that changed their trajectory
- Confidence advising founders and VPs on pipeline, processes, and broader business goals
Who this fits
You’ll suit a hands-on founding customer success role where you build directly in the product, advise senior customer stakeholders, and help shape the function. You’ll initially work directly with inherited accounts, report to the Head of Customer Success, and collaborate daily with sales, product, and engineering. The role is based onsite in San Francisco.
From the employer
About Lightfield
Lightfield is reimagining CRM as a world model of a business. By learning from emails, meetings, and customer conversations, we’re building a living understanding of how a company works—so AI can help teams anticipate what comes next, make better decisions, and take action.
More than 5,000 companies have used the product since its November launch. We’ve raised more than $70M from Andreessen Horowitz, Coatue, Maverick Ventures, and Greylock to attack the biggest software category in the world. We previously built Tome, which reached more than 25 million users, and our team brings experience from Llama, Instagram, Google, and Salesforce.
About the Role
Every customer success team is told to drive adoption in a product they can't configure, then waits on engineering for every change. Lightfield is different. The product configures itself, and the agents do the execution, so this job is about judgment and the customer, not chasing tickets.
We've shipped a product founders love, with nearly 5,000 companies signed up since our November launch. For teams who go deep, Lightfield replaces a whole stack: the CRM, the enrichment, the sequencing, and the operator who wired it all together. We need someone to own what happens after they sign, and to get them there: migrated, live, and growing.
This is a founding role. We've built the early foundation - the processes, the playbooks, the first customers - and now we need someone to own it and take it further. You'll inherit real accounts, high-growth startups already running on Lightfield, and take them from signed to running their business on us, and getting more from it every month.
You'll do the account work directly at first, and the scope grows quickly, into larger customers and more responsibility as you build. For the right person, it's a seat you build a function or a career on. You'll report to the Head of Customer Success and work daily with sales, product, and engineering.
You're equal parts operator, builder, and trusted advisor. Lightfield's agents do the execution. You bring the judgment that guides them and own the relationship with the customer.
What You'll Do
You own our most important customers from the moment they sign, and you own the value they get and how much they grow:
Migrate them onto Lightfield and get their business running on it quickly
Build their workflows and automations in the product, so Lightfield does the work they used to do by hand
Drive adoption across the whole team, until Lightfield is where their daily work happens
Spot where they can get more from the platform, make the case, and grow the account as they do
Own the outcomes: retention, net revenue retention, and expansion across your book. With consumption pricing, adoption is revenue
You're in the product with your customers throughout, building alongside engineers who stay close to the people they build for.
What We're Looking For
4+ years in customer success, account management, or solutions consulting at a technical B2B product, carrying your own book and a number
You've owned accounts from onboarding through expansion, and can name the ones you grew, by how much, and what you did to get there
You build in the products you run. You've shipped the automations, workflows, and integrations that made a customer successful, with your own hands
You've taken a stalled or underused account and turned it around, and can take us through exactly how
You engage founders and VPs as a peer on their whole business - their pipeline, their process, their goals
You teach so well that customers outgrow needing you
You're the first dedicated customer success hire on the team. You'll build on the foundation we have and shape how the function grows
Bonus: you've worked inside consumption or usage-based pricing, and you know how usage, value, and expansion feed each other
Benefits & Perks
Competitive salary
Meaningful early equity
Health insurance (medical, dental, vision)
3 weeks of PTO
11 paid company holidays + we enjoy a winter holiday break
3 months of paid family leave
Wednesdays work from home
Regular team dinners, events, offsites, and retreats
401k plan
Other perks include: commuter and lunch stipend
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