Founding Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of customer onboarding and activation: Guide new clients through the implementation process by configuring Carla to suit their business, integrating with their rental management systems, setting up the knowledge base, transfer rules, operating hours, and greeting flows.

• Provide training to customer teams on the Carla AI dashboard, analytics, call review, and configuration tools, enabling them to manage day-to-day operations independently.

• Establish and monitor activation milestones to guarantee that each customer quickly achieves their initial value: including calls answered, bookings created, and time saved.

• Develop and enhance repeatable onboarding playbooks, documentation, and training materials as the customer base expands.

• Foster customer retention and overall health: Manage the ongoing relationship with customers after onboarding through regular check-ins, business reviews, and proactive outreach driven by usage and performance metrics.

• Track customer health indicators such as call volume, booking conversion rates, feature adoption, and dashboard engagement to identify risks early and respond accordingly.

• Oversee renewals and ensure that customers consistently perceive value as their business and Carla's capabilities grow.

• Address escalations with empathy and urgency, collaborating with Product and Engineering to resolve issues and follow up with the customer.

• Recognize growth and expansion opportunities: Identify chances to increase usage within current accounts, including additional locations, higher-tier plans, new features, or broader applications.

• Convey structured customer feedback to Product and leadership to guide roadmap priorities, packaging decisions, and exploration of new verticals.

• Work alongside Sales and Partnerships to support case studies, references, and customer narratives that drive new business growth.

• Build the success function: Lay the groundwork for the customer success operation by implementing health scoring, onboarding workflows, renewal tracking, and escalation procedures.

• Keep accurate customer records, notes, and lifecycle data in the CRM (HubSpot).

• Contribute to the development of a knowledge base that includes best practices, FAQs, and self-service resources for customers.

• What Success Looks Like: Within the first 90 days: You have successfully onboarded your initial cohort of customers who are now live, with Carla managing calls and creating bookings. A repeatable onboarding playbook is documented and being refined based on genuine customer feedback. Customer health monitoring is established, providing clear visibility into adoption and engagement across your accounts. You have cultivated trusted relationships with early customers, becoming their primary contact for all things Carla-related. In 6 to 12 months: Customer retention is robust, with the majority of onboarded customers renewing and actively using the product. Onboarding time to value has significantly improved through continuous playbook iteration and process refinement. You have identified and facilitated expansion within existing accounts, contributing to revenue growth beyond initial contracts. Customer feedback loops are generating actionable insights that influence product and go-to-market strategies. The customer success function has defined processes, health metrics, and documentation that can support team scaling.

⛳️ Requirements

• 2 to 4 years of experience in customer success, account management, or implementation within a B2B SaaS environment.

• Proven ability to onboard and retain customers, demonstrating a track record of promoting adoption and minimizing churn.

• Strong project management skills: adept at managing multiple customer implementations and timelines concurrently.

• Excellent communication abilities, both written and verbal, with the capability to train, present, and build trust with non-technical operators.

• Proactive and empathetic: you anticipate customer needs rather than waiting for issues to arise.

• Comfortable utilizing data to assess customer health, identify trends, and guide decisions.

• Experience with CRM systems (HubSpot, Salesforce, or equivalent).

• Self-motivated, detail-oriented, and able to work independently in a fast-paced, evolving environment.

• Experience in the rental industry (car rental, equipment rental, fleet management) or related fields such as automotive, travel tech, or mobility is a significant advantage.

• Experience onboarding customers with AI, automation, or voice/conversational technology products.

• Background in building or significantly enhancing customer success processes, playbooks, or health scoring from the ground up.

• Familiarity with SaaS products and API-based integrations, sufficient to guide customers through configuration without requiring engineering support for every inquiry.

• Experience in a startup or early-stage SaaS environment where you were responsible for building the function rather than just managing it.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Flexible working hours and remote work options.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• A collaborative and innovative work environment.