Customer Success Manager

About us

Humaans is building the next generation of infrastructure for the workplace; software designed for companies that are scaling fast, operating globally, and pushing into new boundaries.

What started as a system of record has evolved into a broader platform for operating people globally. With Athena, our agentic AI layer, Humaans moves beyond data management into intelligent orchestration, connecting workflows across HR, IT, Finance, and Operations so organisations can act faster and with greater confidence, redefining how work gets done.

We work with ambitious teams across Europe and the US, from AI-native companies like Lovable, Poolside, Fyxer AI, and Tandem Health, to established, high-growth organisations scaling internationally and through acquisition, including Quantexa, Sellpy, Manychat, Gigs, Croud, and Threecolts. These teams don’t buy software for features, they buy leverage. The ability to run faster, cleaner, and with more control as complexity compounds.

To date, we’ve raised $20m in venture funding from some of the most respected founders, operators, and funds in technology:
Lachy Groom (Physical Intelligence), Stewart Butterfield (Slack), Tobias Lütke (Shopify), Dylan Field (Figma), Jeff Weiner (Linked In), Claire Johnson (Stripe), Oliver Jay (OpenAI), Jay Simmons (Bond) as well as Y Combinator, Moonfire, Frontline Ventures, Pathlight Ventures, and Exor.

If you have massive ambition and want to work on a hard problem, with a small team that moves fast, at a moment when the category is genuinely up for grabs – this is it.

You’ll manage a portfolio of our strategic customers. But this isn't traditional CS, you'll be at the frontier of AI adoption in HR tech.

• Own the end-to-end customer relationship for strategic accounts, from onboarding through renewal and expansion.

• Conduct deep-dive discovery to define customer objectives, requirements, and the operational landscape needed to successfully deploy our solutions.

• Guide customers in tailoring and optimising our AI agent capabilities to solve unique operational challenges and maximise end-user resolution rates.

• Use AI tools to draft Q  materials, summarise call transcripts, flag account risk signals, and build repeatable assets faster.

• Proactively analyse performance data to track AI effectiveness, drive continuous improvement, and ensure customers realise measurable value (e.g., deflection, quality, CSAT).

• Build and execute success plans that tie platform usage and adoption to measurable business outcomes.

• Identify and close expansion opportunities across your portfolio, working closely with Sales on new logos.

• Act as the voice of the customer internally, closely collaborating with Product and Engineering to feed insights back and shape the roadmap.

• Develop playbooks, frameworks, and best practices for AI-enabled customer success as the function scales.

• Monitor account health proactively, mitigating churn risk before it materialises.

• 4+ years of experience in Customer Success, Account Management, or a related customer-facing role, ideally in B2B SaaS. If you’ve not worked in customer facing roles but have people ops experience specifically in helping companies to drive AI efficiency, we’d be keen to hear from you.

• Customer-Centric: Deeply customer-obsessed, driven by delivering real, measurable business outcomes and value.

• Genuinely product-centric — you understand how software works, you're curious about what's under the hood, and you can translate technical capability into business value.

• AI-experienced — Has meaningfully changed how they work using AI, and can walk us through what they built, what broke, and what the outcome was.

• Commercial instinct — enough CS and commercial experience to navigate enterprise relationships, drive expansion, and have confident commercial conversations.

• Comfortable with pace and ambiguity — startup experience is a plus; you thrive when the playbook hasn't been written yet.

• Excellent communication — you can run a room, write clearly, and earn trust quickly with senior stakeholders.

• High ceiling — we care more about your trajectory and potential than your tenure.

This is an…