Customer Success Manager
At a glance
Mid-level Customer Success role at Mintlify. San Francisco | New York City · full-time · $140,000–$210,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage a portfolio of high-value customers and guide adoption, retention, and their overall experience
- Run recurring stakeholder meetings and quarterly business reviews with customer leaders and technical decision-makers
- Map accounts across functions and product teams, then uncover growth opportunities from usage and business needs
- Build proactive retention plans, at-risk alerts, and repeatable onboarding, renewal, and expansion processes
- Coordinate with Sales, Product, Support, Marketing, and the CEO on growth, feedback, issues, and advocacy
What you bring
- Experience in customer-facing technical work with large accounts and complex stakeholder relationships
- Clear technical communication, strong design judgment, and close attention to detail
- Working knowledge of HTML, CSS, JavaScript, Git workflows, API documentation, and technical writing
- Comfort using customer data across platforms, product analytics tools, and automation workflows in customer success tools
Who this fits
This role suits you if you can turn reactive account management into proactive partnerships and work across sales, support, product, marketing, and leadership. You'll support strategic technology customers and influence retention, expansion, satisfaction, and scalable processes. The position is full-time and onsite in the United States.
From the employer
Why Mintlify?
We're on a mission to empower builders.
Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.
Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.
Culture of slope over y-intercept: We value learning velocity, grit, and unapologetically unique personalities.
We grew in value faster than headcount and we’re looking to align the two quickly.
About the Role
This is an customer-facing role focused on strategic relationship management and retention. You'll own some of our highest-value accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.
This role requires strong relationship-building skills, commercial acumen, and experience managing complex stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes.
Key Responsibilities
Own and manage a customer portfolio
Establish regular touch points and quarterly business reviews with key stakeholders across
Build relationships with leadership and technical decision-makers
Create comprehensive account mapping across multiple functions and product teams
Drive cross-functional adoption and strategic initiatives
Identify and develop growth opportunities based on product usage and business needs
Partner with sales team on account planning and expansion opportunity development
Implement proactive retention strategies and early warning systems for at-risk accounts
Help build processes for onboarding, adoption, renewal, and expansion
Build customer advocacy programs
Work with Product team to translate feedback into product requirements
Collaborate with Support on technical issue resolution
Partner with Marketing on customer advocacy, testimonials, and thought leadership
Align with Sales on seamless account management and growth strategies
This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization.
Success Metrics
You'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming account management from reactive to strategic, with measurable impact on customer outcomes and business growth.
Required Technical Qualifications
Experience in customer-facing technical roles and managing large customers
Strong communication skills with the ability to explain technical concepts clearly
Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform
Experience with web development (HTML, CSS, JavaScript)
Familiarity with Git workflows and version control concepts
Understanding of API documentation and technical writing principles
Experience working with customer data across multiple platforms
Comfortable with product analytics tools
Ability to create automation workflows across customer success tools
Additional Qualifications
Nice to have, not required
5+ years in Customer Success or Technical Account Management
Background in developer tooling, API products, or technical documentation
Comfortable with prompt engineering and experience with AI/ML applications
Company Benefits:
Competitive compensation and equity
20 days paid time off every year
401k
$420/month wellness stipend
100% coverage for Health, dental, vision
Free Ubers to and from work
Free lunch and dinners
Annual team offsite (previously went to Alaska, Hawaii)
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