Customer Success Manager
We’re supporting a client with the recruitment requirement outlined below. If your recruiting expertise and networks align with the role, please apply to express your interest.
Once approved to work on the opportunity, you’ll receive the full brief, including the client name, role details, and commercial terms.
Role Details
Company: US-based B2B SaaS company
Industry: AI / Fintech / Conversational AI
Location: San Francisco, California
Employment Type: Full-time
Work Arrangement: On-site, 5 days per week
Base Salary: $148,000–$192,000
On-Target Earnings (OTE): $185,000–$240,000
Equity: Competitive equity
Experience: 5–10 years
Visa Sponsorship: Open to eligible visa transfers, including OPT and H-1B transfers
Hiring Count: 2–4 candidates
About the Company
An AI technology company developing voice and chat automation solutions for credit unions and community banks. Its platform integrates directly with banking systems, enabling customers to complete transactions, access services, and receive personalized product recommendations through conversational AI.
The company has raised $30M in Series A funding and is cash-flow positive, with a strong focus on transforming customer service in financial services.
About the Role
The company is hiring Customer Success Managers to manage strategic enterprise accounts, drive product adoption, improve retention, and identify expansion opportunities.
Each CSM will manage approximately 20 accounts representing around $5M in annual recurring revenue. The role combines strategic account management, technical product expertise, executive relationship management, and commercial ownership.
Responsibilities
Own strategic customer relationships, serving as the primary contact for VP- and C-level stakeholders.
Drive account health, product adoption, customer retention, and renewals.
Lead quarterly and executive business reviews, presenting data-driven insights and recommendations.
Identify expansion opportunities and collaborate with Sales to grow existing accounts.
Translate product performance metrics into clear business value for customers.
Develop a strong understanding of AI products and explain technical capabilities to customers.
Identify customer challenges and share feedback with Product and Engineering teams.
Maintain accurate CRM records, account health tracking, risk assessments, and renewal forecasts.
Requirements
5–10 years of Customer Success experience in B2B SaaS.
Experience managing enterprise or larger mid-market accounts and building relationships with senior executives.
At least one year at a VC-backed, high-growth startup, ideally Series A–D.
Experience building or improving processes in an evolving environment.
Strong understanding of technical products and their business value.
Experience using AI productivity tools such as ChatGPT or Claude.
Bachelor's degree.
Ability to work on-site in San Francisco five days per week.
Willingness to travel to customer sites approximately 1–2 days per month.
Why Join?
Manage high-value strategic accounts with approximately $5M in combined ARR.
Work directly with senior leadership and influence the development of the Customer Success function.
Help shape processes and playbooks in a growing AI company rather than inherit a rigid structure.
Build deep relationships with executives at financial institutions.
Work with AI technology that supports real banking transactions and customer service.
Earn $185,000–$240,000 in OTE, with competitive equity.
Interview Process
Candidate Submission
Hiring Manager Interview
Leadership Interview
Case Study Presentation
🌍 Remote from anywhere in the globe
Workplace, Culture & Diversity
Corporate culture is essential to allow the organization to differentiate itself. In terms of image on the one hand, it has strengths both internally and externally to consumers. It is indeed a source of cohesion and motivation of employees and it limits conflicts. With customers, it conveys a positive image and can develop a feeling of closeness to the company or even become a criterion of choice.
About Fractal Talent
We Are Fractal Talent, a global community of freelance and fractional recruiters. We provide recruiting expertise to our clients as a virtual extension of their teams, deployed on an embedded, project or per role basis, and matched to client need. Top tier quality, unrivalled flexibility.
If you're a recruiter, come join a community that acts as your outsourced sales function. We align your skills to our clients - with the aim to enrich quality recruiters and enable a far greater flexibility in how you manage your career.