Customer Success & Ops Lead Founding Team AI Startup

Job Description: Customer Success & Ops Lead Founding Team AI Startup Help build the customer success function from the ground up. We're partnering with a venture-backed AI startup that's transforming the insurance industry through automation. Already processing $1B+ in premium and growing at 15x year-over-year, they're looking for a customer-obsessed operator who loves solving problems, building systems, and working directly with enterprise customers. This isn't a traditional CSM role. You'll help shape the customer experience, improve operations, and build the playbooks that the company scales on. What You'll DoOwn customer onboarding from kickoff to go-liveBecome a trusted partner to enterprise customersBuild scalable CS processes and operational playbooksImprove onboarding, adoption, retention, and customer outcomesEvaluate and implement customer success tools and workflowsAnalyse customer data to identify trends and opportunitiesPartner closely with Product and Engineering to solve customer challengesTravel occasionally for strategic customer onsite visits What We're Looking For2-4 years' experience in B2B SaaS Customer Success, Onboarding, or CS OperationsStartup experience (Seed to Series A, ideally fewer than 25 employees)Experience as a Customer Success Manager, Onboarding Lead, Integration Lead, or similar customer-facing roleExperience managing enterprise B2B customer relationshipsProven track record building CS processes, playbooks, or operational systemsStrong analytical skills with advanced spreadsheet proficiencyExperience implementing or optimising CRM, customer success, or marketing toolsExcellent communication skills and fluent EnglishComfortable working independently in fast-moving, ambiguous environmentsStrong critical thinker with a hands-on, builder mentality Compensation & BenefitsBase Salary: $90,000-$115,000 USD (flexible)Meaningful equity packageCompetitive benefitsOpportunity to join an exceptional team at an early stage with significant career upside Why Join?Founding-level opportunity with real ownership and impactWork directly alongside experienced technical foundersHelp define and scale the Customer Success functionVenture-backed company with exceptional early tractionSmall team, fast decisions, zero bureaucracy Location San Francisco, CA (in-office) US work authorization required (no sponsorship available) ️ Occasional travel for customer visitsIf you're excited by startups, AI, and building systems that scale, we'd love to hear from you.