Senior Customer Success Manager

About Within Tldr on us: Series B, $91M raised, 7x growth last year. Digital Transformation gave rise to a $600B consulting Industry. AI Transformation will be 10x bigger and will be delivered through agents. We built that. Our AI discovers how work actually happens across every team and application, Structures it into a living Context Graph, and Improves it continuously. ServiceNow mapped 900+ processes in 9 days. DoorDash captured 3,800+ finance operations in 14 weeks. That's not a project. That's compounding intelligence. OpenAI, Google, DoorDash, and Stripe use Within to transform how they transform. We shipped GPT-4 document chat within 12 hours of OpenAI's API launch. We move fast, reward agency, and care deeply about our customers, our team, and our mission. AT WITHIN, YOU WILL THRIVE IF - Velocity: You're seeking a culture of rapid iteration and constant change that turns into lasting impact. - Agency: You're seeking a role where you can take initiative and embody ownership. - Care: You hold yourself to high standards, and enjoy close collaboration with others who care deeply and hold themselves to equally high standards. - Energy: You bring drive and optimism to everything you do. You thrive on finding creative solutions to ambiguous problem statements. QUALIFICATIONS Own a $7M–$15M book of enterprise AI accounts and move them from signed contract to realized, provable value — fast. This is the role for someone with 5-7 years of relevant experience, including: - B2B SaaS pedigree: You've carried a portfolio at a B2B SaaS product company — ideally $7M–$15M in ARR under management — and know what “own the account” actually means: renewal ownership, expansion motion, and the exec relationship, not just delivery/support tickets. - AI deployment fluency: You've shipped or supported live AI/agentic deployments, not just used AI tools. You understand model behavior, prompt/config tuning, data integration constraints, and the change-management lift of getting a company to trust an AI system with real work. - FDE-adjacent technical depth: You've worked alongside — or as — a Forward Deployed Engineer, and you're comfortable enough in the technical weeds (APIs, integrations, data structures) to translate between a customer's technical team and Within's product/engineering org without a translator. - Consulting-grade problem structuring: you know how much process rigor a given account actually needs, and you don't over- or under-engineer it. - Executive presence: You run QBRs and exec readouts as comfortably as a working session with an admin-level user. - Sharp analytical thinking: You reason from usage data and adoption metrics, not vibes, and move between root-cause detail and the board-level narrative in one breath. - Outcome-oriented and scrappy: You hypothesize, hustle, and hone — and treat a stalled account as a puzzle to solve, not a status to report. Bonus: prior Forward Deployed Engineer, Solutions Engineering, or Applied AI experience; Six Sigma or formal change-management training. WHAT YOU'LL DO - Own portfolio health end-to-end: Run point on a $7M–$15M book of enterprise accounts sourced through Sales — renewal, expansion, and day-to-day relationship, from kickoff through steady state. - Drive time-to-value: Own structured onboarding and implementation sprints that get customers to their first AI-driven outcome fast, with the same discipline as a 30-day milestone model. - Partner with Forward Deployed Engineering: Work shoulder-to-shoulder with FDEs and technical implementation staff — scope the technical build, translate customer requirements, and stay close enough to catch drift before it becomes a renewal risk. - Run the commercial cycle with Sales: Feed expansion and upsell opportunities directly to your AE, and jointly own the number for your book. - Deliver executive-facing moments: Lead QBRs, value readouts, and adoption reviews that keep sponsors bought in and expand the buying committee. - Spot and scope expansion: Surface unaddressed problems mid-engagement and turn them into a crisply scoped next solution for Sales to sell. - Improve the playbook: Feed field learnings back into onboarding, enablement, and product — you're expected to make this better, not just run it as handed to you. WHO YOU MIGHT BE - You've carried an enterprise book (ideally $7M–$15M) at a B2B SaaS product company and have the scar tissue to show for it. - You've been close to a real AI/agentic deployment — you know the difference between a demo and something running in production against real customer data. - You're comfortable next to a Forward Deployed Engineer, technical enough to hold your own in an architecture conversation without needing to be the one writing the code. - You're commercially minded — you think in NRR, expansion pipeline, and renewal risk, not just satisfaction scores. - You communicate cleanly across altitude: a crisp Slack to a technical admin, a clean board-ready summary to a sponsor. - You're comfortable in ambiguity — you can scope a problem, build a plan, and move without waiting for perfect information. WHAT SUCCESS LOOKS LIKE — PRIMARY KPIS - NRR & GRR across your $7M–$15M portfolio - Time-to-value / onboarding SLA attainment across your engagements - Expansion pipeline sourced and handed to Sales, and win rate on those opportunities - Account health / adoption metrics (usage depth, breadth across the buying committee, executive engagement) - Renewal on-time rate and forecast accuracy on your book BENEFITS - Equity in addition to competitive cash compensation - 100% Employer-Paid Medical, Dental & Vision options - Paid Parental Leave - $500 Annual Learning Fund - $150 Monthly Wellness Fund - 401k via Betterment - Relocation support to the San Francisco Bay Area (where applicable) Office-related perks: pre-tax Parking & Transit account, daily curated lunch, always-stocked snacks/drinks, and secure bike storage. Within is an equal opportunity employer and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.