Founding Account​/Customer Success Manager

Founding Account/Customer Success Manager

Agave

Job Overview:
Join a profitable, $Xm ARR startup (YC W22, Accel‑backed) as the first dedicated customer success hire. You will own retention, expansion, customer success strategy, process building, and cross‑functional product input, reporting directly to the CEO to grow and retain Agave's customer base from $Xm ARR to $XXm ARR+.

Why We’re Hiring:
We have 4XX+ customers, $Xm ARR, and are profitable and cash‑flow positive for 2+ years. We need a founding account manager to keep customers happy, maximize value delivered, and unlock internal growth.

• Own the customer lifecycle: retention & renewal, customer escalations, expansion & growth, advocacy, process improvement, and cross‑team collaboration.
• Build deep relationships with champions and economic buyers to drive high‑rate on‑time renewals.
• Act as the front line for escalations, navigating difficult conversations and coordinating with Engineering and Product to resolve issues quickly.
• Identify and close expansion opportunities (new use cases, products) with a portfolio of 475+ accounts.
• Run QBRs with key accounts to review ROI, identify opportunities, and strengthen relationships.
• Discover product feedback and advocate for customer needs with Engineering and Product teams.
• Improve customer success processes (playbooks, health scoring, Q  templates, renewal workflows, CRM hygiene, expansion dashboards).
• Represent customer priorities in weekly sprint planning with Engineering.

• 3+ years of account management experience (including 2+ years managing customer accounts at a B2B SaaS company).
• Managed a book of $1M+ ARR involving B2B SaaS accounts.
• Strong record of customer success & expansion, evidenced by retention rates, NRR/GRR metrics, and manager feedback (ready to share specific numbers).

• Hands‑on IC mindset: love operating in the messy weeds of customer relationships and driving expansion.
• Owner mindset: self‑directed, minimal supervision, flag at‑risk customers early, and fill gaps without asking.
• Strong EQ: attentive to customer sentiment and early warning signs of churn.
• Uncanny ability to deliver results: gritty, consistent, and not easily discouraged.

• Experience managing customer accounts in the construction tech industry.
• Experience at a startup (Series B/C or earlier).
• Comfortable building new processes from scratch.
• Familiarity with accounting concepts and nuances.

Healthcare: 90% coverage of costs with several plan options.
401k: 100% match up to 4% of salary.
Performance Bonuses: annual bonuses tied to company growth goals.
Relocation: sizable bonus for those outside Bay Area and for anyone moving within 15‑minute walk of office.
Gym: on‑site gym.
Visa: sponsorship for H1B, TN, etc.