Customer Success Manager; CSM

Position: Customer Success Manager

Location: San Francisco, CA / Atlanta, GA (Hybrid/Remote Flexibility)

Type: Full-Time

Experience: 3-10 Years in Customer Success, SaaS, or AI

Coworker is redefining how organizations work with AI. Our platform delivers the same chat, cowork, and code capabilities that enterprises need - at 80% lower cost with identical output quality. Coworker builds a context graph that deeply understands your work and company. It does 5x the work for the same spend by pairing every task with the right models and context.

We're a fast-scaling startup with a powerful PLG engine and rapidly growing enterprise pipeline.

Own customer outcomes for Mid-Market and Enterprise organizations - from onboarding through multi-year expansion. We're seeking an experienced Customer Success Manager to drive adoption, retention, and growth across a portfolio of AI-forward accounts. You'll navigate complex, multi-stakeholder customer environments, align our solution with executive-level strategic goals, and serve as the voice of the customer internally. This role requires a blend of relationship building, consultative guidance, and cross-functional collaboration with the Product, Engineering, Sales, and Support teams.

• Customer Value Delivery: Work closely with customers to understand and address their business objectives and challenges; ensure they realize measurable value from Coworker.

• Relationship Building: Develop multi-threaded relationships with customer stakeholders and executive sponsors; build champions and trusted advisor status.

• Adoption & Expansion: Drive product adoption through best-practice recommendations, QBRs, and success plans; identify and execute upsell and cross-sell opportunities.

• Health &
  
  Risk Management:
  
  Proactively monitor account health using usage metrics, support signals, and engagement data; flag risks early and execute mitigation plans.

• Constructive Challenging: Push customers to adopt best practices and make decisions that will ultimately benefit their organization; influence without authority.

• Creative Problem Solving: Leverage technical aptitude and project management skills to address complex issues both internally and externally.

• Cross-Functional Advocacy: Partner with Product, Engineering, and Support to elevate issues, advocate for customer needs, and influence roadmap priorities.

• Forecasting & Reporting: Develop and maintain accurate forecasts for retention, expansion, and health scores; deliver weekly account reviews.

• 3+ years in a Customer Success, Account Management, or related role in SaaS or AI.

• Experience with horizontal, technical, or AI-native products.

• Track record of managing a portfolio of accounts with measurable retention and expansion outcomes.

• Comfort with ambiguity and a builder mindset

• AI Fluency:
  Hands-on experience with AI tools beyond basic chat (Claude, ChatGPT, Cursor, etc.) - deep understanding of enterprise AI landscape; ability to position Coworker within a broader AI strategy.

• Strong technical aptitude; ability to navigate product capabilities and integration discussions.

• Data-driven approach to customer health and adoption.

• Excellent written and verbal communication skills.

• Authorization to work in the US.

• Estimated On Target Earnings: $160K - $200K

• Offers Equity

• Benefits:
  Health, dental, vision; 401(k); flexible PTO

Coworker.ai is an equal opportunity employer. We believe everyone should feel great about being their authentic selves at Coworker-this is the only way to do our best work! We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We believe that great employees come from diverse backgrounds.