Strategic Customer Success Manager (Founding)
At a glance
Mid-level Customer Success role at Recall. San Francisco · full-time · $220,000–$235,000 base.
Growth Roles summary, based on the employer's posting.
What you'll do
- Own ten to fifteen strategic accounts through deployment, retention, expansion, and competitive risk
- Unblock engineering work and internal stakeholders so Salesforce, HubSpot, and Fireflies reach full deployment
- Create the early-warning system, health signals, cadences, and churn process for strategic accounts
- Turn usage patterns from leading accounts into repeatable plays, while feeding account insights into messaging, product, and sales
- Partner with account executives on handoffs, cross-sell products, and build the knowledge-transfer process
What you bring
- Four to seven years in a technical, customer-facing role at a dev-tools or API company, or equivalent experience
- A record of commercial ownership through renewal quotas, expansion targets, or net revenue retention goals
- Enough technical depth to discuss APIs, webhooks, and data pipelines with engineering buyers independently
- Experience saving an account before it became at risk and driving adoption across complex organizations
- Experience at a startup with fewer than fifty people, plus at least two years at one company
Who this fits
You’ll suit a first-CSM role where you build the operating model rather than inherit one, make decisions with limited precedent, and stay close to technical buyers. The position is an individual contributor reporting to the VP of Sales, based onsite in San Francisco. Expect occasional sixty-hour weeks when strategic accounts require them.
From the employer
We’re looking for a Founding Customer Success Manager to own and grow our most strategic accounts. Reporting directly to the VP of Sales, you’ll be the first dedicated post sales professional at Recall.ai, responsible for making sure our biggest customers deploy, expand, and stay.
This role is about retention and growth, not admin. You’ll own a portfolio of 10–15 high-ACV accounts. Companies like Salesforce, HubSpot, ClickUp, and Fireflies, and your job is to make sure they go from signed to fully deployed, and from deployed to expanded.
You’ll build the CS function from the ground up: the account tiers, the health signals, the churn playbook. None of it exists yet.
Location
Recall.ai is an in-office sales culture. You’ll work from our beautiful office at 475 Brannan Street, San Francisco.
What you’ll do
Report to the VP of Sales; own a portfolio of 10–15 strategic accounts (high ACV, underdeployed, or competitively exposed)
Get Salesforce, HubSpot, and Fireflies to full deployment. Navigate internal politics, unblock engineering teams, make the integration ship.
Build a 90-day churn early warning system from scratch. Own the signals, the cadences, the process
Stay close enough to accounts to catch competitive threats before they become decisions
Turn top account usage patterns into a replicable playbook for other strategic accounts
Cross-sell new features and products as a natural extension of the relationship, not a separate motion
Partner with AEs on account handoffs and build the knowledge-transfer process that makes them work
Identify patterns across accounts and feed them back into messaging, product, and sales strategy
What we’re looking for
4–7 years in a technical, customer-facing role or equivalent at a dev-tools or API company
Commercial ownership: you’ve had a renewal quota, expansion target, or NRR goal
Technical credibility with engineering buyers: You can hold your own on APIs, webhooks, and data pipelines without the SE bailing you out
A specific story about an account you saved before it flagged at-risk
Experience driving adoption inside complex orgs: navigating the gap between the buyer who signed and the team that deploys
Experience working at a startup with fewer than 50 people
At least 2+ years of tenure at one company, not a series of short stints
Strong judgment and adaptability; comfortable building without a playbook
Why you should join
You want to be the first CSM and own the entire motion. No inherited playbook, no inherited accounts list.
You love building from scratch and having real ownership over outcomes.
You’re energized by being in the room, whiteboards, quick huddles, and all.
You’re looking for a massive growth opportunity in a greenfield market.
You’re genuinely curious about how engineering teams build, and you want to help them succeed.
Why you shouldn’t join
You need a defined playbook to operate. None exists here yet.
You’re not ready for the occasional 60-hour week when a strategic account needs you.
You need something predictable. We’re growing fast, but we’re still early-stage.
You’re not excited about working with engineers. Our buyers are technical and you won’t earn their trust without genuine curiosity.
Benefits
100% covered, top-of-the-line health insurance, dental, and vision.
Breakfast, lunch, and dinner covered.
Ubers/Waymos to and from office covered.
Gas costs covered if you commute and live 10mi+ from the office.
Unlimited PTO.
If not in SF, we cover relocation costs and provide assistance.
Computer and workspace stipend.
Do the best work of your life and be part of a group of people who deeply care about their work.
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