Customer Success Manager
Job description
About the role
The role transforms initial product interest into long-term enterprise partnerships by owning the end-to-end customer lifecycle. Success is quantified through retention, expansion, and deep adoption of AI-powered content creation tools. The hire will act as the primary internal advocate for customer outcomes, ensuring that value realization aligns with the strategic objectives of the enterprise. They will translate complex platform capabilities into clear workflows that drive user adoption and executive sponsorship. This position requires a proactive approach to identifying upsell and cross-sell opportunities that emerge from demonstrated platform usage. The individual will build trusted relationships that enable difficult conversations about renewal and expansion with confidence. Ultimately, this role is responsible for the narrative of success that customers tell about their experience with the platform.
Key facts
What you'll do
Monitor customer health indicators continuously to identify risks early and preserve maximum account value throughout the relationship.
Own the design and execution of onboarding and training programs that achieve strong product adoption and identify executive-level champions for expansion.
Architect programs designed for common customer journeys that operate at scale, allowing the Customer Success team to support aggressive growth without sacrificing quality.
Lead executive business reviews that translate platform impact into measurable workflow improvements and tangible business outcomes for the customer.
Pursue high-potential accounts in collaboration with Sales, maintaining ownership of relationships and communication cadence after deals close to ensure continuity.
Channel user input directly to Product and Design teams to highlight opportunities for new enterprise features and compelling use cases.
Develop and maintain a structured playbook that standardizes successful onboarding and adoption tactics across the entire customer base.
Analyze usage data to identify patterns of friction and intervene proactively with targeted guidance that keeps customers on the path to success.
Represent the voice of the customer internally to influence product roadmap decisions and prioritize features that drive retention and expansion.
Champion the adoption of AI tools within customer workflows, providing clear communication of best practices and measurable productivity gains.
Build and maintain a strong network of user champions who can advocate for the platform and provide peer-driven testimonials.
Own the documentation of customer success metrics and case studies that validate the return on investment for enterprise clients.
Collaborate closely with Finance and Legal to ensure a smooth renewal and expansion process that protects the long-term relationship.
Identify signals of churn risk and escalation needs, escalating strategically to ensure timely intervention and retention.
Requirements
B2B SaaS experience in Customer Success or Account Management covers five or more years, with proven retention and growth outcomes that demonstrate an ability to sustain and expand enterprise relationships.
A background in startups, especially PLG models, exists for guiding transitions from self-serve to sales-driven motions, understanding how to scale behaviors that work in high-growth environments.
Handling strategic accounts and programs requires resourcefulness in ambiguous, fast-moving settings where processes are not fully defined and decisions must be made with incomplete information.
Data skills support customer health analysis, including the ability to discuss technical topics like APIs and SSO to understand implementation details that affect adoption.
Hands-on experimentation with AI tools and the ability to clearly communicate best practices define success with customers and ensure they derive maximum value from the platform.
Knowledge of SQL or design tools is nice to have for building custom reports and CS operations dashboards that provide deeper insight into customer behavior.
Exceptional written and verbal communication skills are required to articulate complex concepts simply and to build rapport with executive stakeholders.
A proven track record of managing multiple priorities and owning complex projects from conception to completion in a deadline-driven environment.
Nice to have
Experience with presentation and document creation platforms is preferred to understand the specific workflows and templates that drive user value.
Familiarity with AI-generated content workflows and the implications for enterprise governance and compliance is a distinct advantage.
Understanding of design systems and brand consistency is beneficial for ensuring that customer outputs align with corporate identity.
Practical notes
The team expects four or five in-office days each week in San Francisco, with room for focused remote work when needed.
Typical interview steps
Marketing interviews often include a portfolio review, a campaign exercise, and analytics questions.
Candidates may be asked to plan a launch, write a brief, or improve a funnel.
Some loops include a presentation.
Results from past campaigns carry the most weight.
Interviewers ask about specific campaigns you ran and what the numbers said.
Preparing a short case of one campaign with its results is strong preparation.
Good to know
Customer Success blends relationship management with analytics to retain and grow accounts.
Feedback loops in AI platforms refine how content creation workflows evolve.
Playbooks and onboarding structures help turn new users into long-term advocates.
Questions to ask
Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year.
Asking what past hires did well is a strong final question.
Keep the list short and pick the questions that matter most to you.
Career growth
Marketing careers move from associate to manager, director, and VP levels.
Specializations include growth, brand, product marketing, and content.
Generalists often start, then specialize as they advance.
Measured impact on pipeline and revenue drives progression.
Marketing careers reward measurable results and adaptability.
Channel experience plus business sense usually beats a general resume.
About the company
Gamma is an AI-powered presentation and document creation platform. The tool enables users to create professional presentations, documents, and webpages using AI-generated content and design.