Customer Success Manager

About this role

About Pangram Labs

Pangram Labs is a seed-stage AI research lab building state of the art detection products for text and image. We believe that transparency around authenticity and authorship is important, and that this is a pressing and growing issue in the era of AI proliferation. We're building a growing team focused on solving critical detection challenges for enterprise customers across sectors.

Role Summary

As our first dedicated Customer Success Manager, you'll own account management and customer success playbooks across our product lines. You'll work with the executive team and AEs to establish effective onboarding playbooks for all customer types, while ensuring all existing B2B accounts are well-serviced. You'll be crucial in helping us build strong, lasting customer relationships and drive retention and expansion.

Objectives of the Role

- Establish and execute customer success and account management playbooks

- Ensure high customer retention and satisfaction by delivering exceptional onboarding, support, and proactive account management

- Develop and execute strategies that drive product adoption and maximize customer value

- Monitor customer health metrics, track KPIs, and identify at-risk accounts for retention efforts

- Identify upselling and cross-selling opportunities to expand customer use of products

- Gather customer feedback and communicate product improvement suggestions to the development team

- Advocate for the customer within the organization to ensure their needs are prioritized

- Execute and optimize customer support processes for our individual customers

Your Tasks

- Onboard customers and guide them through setup, implementation, training, and initial usage

- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss goals

- Handle vendor questionnaires and compliance requirements

- Promote swift adoption timelines and track feature usage to ensure customers achieve their goals

- Deliver customized reports and insights demonstrating the impact of our solutions

- Lead customer training sessions and demonstrations to enhance product knowledge

- Manage customer support tickets and resolve problems quickly and effectively

- Identify and support at-risk accounts to improve overall retention and NRR

- Work with AEs to identify expansion opportunities and support contract renewals

- Develop customer success playbooks and resources

- Serve as the liaison between customers and internal teams (product, sales, support)

- Support ongoing admin and logistics work for each account

Required Skills & Qualifications

- Completed at least a Bachelors Degree

- 2+ years of experience in customer success, account management, or customer-facing roles

- Experience managing customer onboarding, retention, and expansion

- Strong interpersonal and communication skills with ability to build and maintain long-term relationships

- Excellent problem-solving abilities with a customer-focused, proactive mindset

- Strong organizational and time management skills

- NYC-based and available for in-person work

- Self-managing, intrinsically motivated, and bias toward action

Preferred Skills & Qualifications

- Experience working at fast-growing software startups

- Technical aptitude for API and technical enterprise deal support

- Familiarity with CRM tools (HubSpot) and customer success platforms

- Experience with customer success best practices and frameworks

- Ability to manage complex, enterprise-level accounts

- Data analytics and reporting skills

What We're Looking For

You're intrinsically motivated and biased toward action - you take ownership and solve problems cleverly and independently. You're ambitious, organized, and can juggle multiple priorities seamlessly, as well as operate with an inbox zero mentality. As a communicator, you command presence on calls and video; you're likeable and make a great first impression. Most importantly, you maintain a genuine positive and resilient attitude when things get tough.

Compensation & Benefits

- Salary: $120,000-$160,000 OTE

- Equity: We offer meaningful equity compensation in the form of stock options

- Benefits: Health, dental, and vision insurance, 401k with 4% employer match

- PTO: 20 days of PTO plus company holidays and a “Choose your own holiday” policy

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