Customer Success Account Manager

Gail is looking for a Customer Success Account Manager to own everything that happens after the deal closes. You'll be the face of Gail for our customers from their first onboarding walkthrough onward, guiding them to value, keeping their questions answered, and building the resources that help them help themselves. This role is part of a fast-paced in-person office culture in Miami.

Location: Miami, FL

Department: Customer Success

Employment Type: Full-Time

Gail offers a suite of AI tools built specifically for financial services. Our AI agents and GPTs support hundreds of banks, lenders, insurers, and BPOs across the USA and nearly a dozen other countries. Gail does this by automating workflows, providing insights, and managing conversations of all kinds via voice, sms, webchat, and whatsapp. We’re building the operating system that will one day power financial services across earth, and eventually the galaxy.

Gail is HQ’d in Miami, and is backed by Founders Fund, Khosla Ventures, and many of the best technology investors in the world. We’re seeking obsessives looking to practice their privilege to be ambitious.

Our Customer Success team owns the entire post-sale relationship. From the moment a Customer signs, we're the ones making sure they see value fast, get unstuck when they hit a wall, and never feel like they're shouting into the void. We build the help content that answers questions before they're asked, and we hold ourselves to real, visible metrics: resolution time, handle time, and Customer happiness, because outcomes are how we know we're doing our job.

This is a broad, hands-on role covering the full post-sale Customer journey. You'll lead onboarding walkthroughs, triage and resolve support tickets, get ahead of issues before they elevate, and build the Customer-facing help material that scales our support. You'll also own key support metrics including resolution time, handle time, and more, and use them to keep raising the bar. This role leans technical, so you should be comfortable digging into data, working alongside AI tools every day, and understanding how the pieces of our product fit together.

Comp includes a quarterly variable component, so strong, consistent performance shows up in your paycheck every quarter, not just once a year.

Key Responsibilities

• Post-Sale Onboarding: Lead onboarding walkthroughs for new Customers, setting them up for a fast, confident start with Gail.
• Ticket Triage & Resolution: Serve as the front line for Customer questions, triaging, troubleshooting, and resolving tickets quickly and clearly.
• Proactive Support: Spot friction before it becomes a ticket. Reach out, flag risk, and get ahead of issues rather than waiting for them to land in your queue.
• Help Content & Documentation: Create and maintain Customer-facing help docs, guides, and knowledge-base articles that let Customers help themselves.
• Metrics Ownership: Own and report on resolution time, handle time, and other support quality metrics, and use them to drive continuous improvement.
• Cross-Functional Collaboration: Partner with sales, product, and engineering to surface Customer feedback and shape what we build next.
• Documentation & Reporting: Keep accurate records of Customer interactions in our CRM (Hub Spot) and provide regular updates on account and support health.

• Experience: 2+ years in Customer success, support, or account management, preferably in B2B SaaS.
• Customer-Centric Mindset: A proven track record of building trust and solving problems for Customers, even under pressure.
• Strong Writer: Comfortable turning complex product knowledge into clear, Customer-facing help docs and…