Senior Customer Success Manager

Role Overview

Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise.

What You'll Do

• Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
• Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
• Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
• Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
• Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
• Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models

What You Bring

• 6+ years of experience in Customer Success, Account Management, or Solutions Engineering
• Experience working directly with C-level executives and navigating large, complex enterprise organizations
• You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
• Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
• Comfort operating in a fast-moving, early-stage environment with limited process

Bonus

• First or early Success hire at a fast-growing startup
• Experience with business process mapping, requirements analysis, and solution design
• Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a diverse set of customer environments
• Existing relationships in enterprise technology or IT leadership

Benefits

• Highly competitive salary and meaningful equity
• Generous paid time off: 24 days for SF employees and 20 days globally, use them as you need
• $350/month wellness benefit to spend on gym, spa, equipment, or whatever keeps you at your best
• 15 days of temporary remote work flexibility per year
• 401k/RRSP match up to 6%