AI Customer Success Manager

Momentum is a fast-growing company specializing in driving AI transformation for revenue teams. We operate like an embedded GTM task force working alongside your team. Our platform listens to every sales and customer interaction, extracts critical insights, and pushes updates directly into your CRM or data wharehouse—automating follow-ups, flagging risk, and surfacing next steps without rep intervention. The best GTM teams in the world, at companies like Zscaler, Cursor, Ramp, Owner.com, Demandbase, Contentful, Windsurf, 1Password, rely on Momentum to unlock 3–10 hours per rep each week, improve win rates, and scale execution—without scaling headcount. We’re backed by top-tier investors, including FirstMark, Stage 2 Capital, Inovia, and Basis Set Ventures.

We’re looking for a talented AI Customer Success Manager who is relationship-driven, strategic, and proactive. As a CSM at Momentum, you’ll own a portfolio of high-impact customers and help them achieve their goals using our platform. You’ll collaborate closely with Solutions Architects, Sales, and Product to ensure every customer finds long-term value and success with Momentum.

This role hybrid in our San Mateo office 2x per week.

Core Responsibilities

• Manage a portfolio of 30+ mid-market customers

• Identify and address account risks and growth opportunities proactively

• Use data analytics to enhance customer engagement and retention

• Work closely with sales, support, and solutions teams

• Create knowledge base content and enhance customer onboarding processes

Customer Relationship Management

• Build and maintain strong relationships with strategic customers

• Act as the primary point of contact for customer success

• Understand and align with customers' goals and business needs

• Track customer health metrics and address concerns or opportunities promptly

Onboarding & Adoption

• Lead customers through efficient onboarding and implementation

• Create customized product guides, best practices, and success playbooks

• Coordinate with Solutions Architects to ensure successful technical integration

Strategic Growth & Retention

• Discover and pursue opportunities for account expansion

• Develop success plans and business reviews that showcase clear ROI

• Guide customers in exploring new use cases and expanding team adoption

Customer Advocacy & Product Feedback

• Gather and communicate customer insights to Product & Engineering teams

• Champion customer needs within the organization

• Help create customer resources like case studies, FAQs, and webinars

• 3-5 years of experience in Customer Success, preferably at technical SaaS companies

• Proven ability to manage multiple responsibilities with strong organizational skills

• Technical aptitude and quick grasp of complex product concepts

• Experience at early-stage Series A or B companies preferred

• Outstanding communication and relationship-building abilities

• Skilled at managing multiple accounts and adapting to changing priorities

• Proactive, empathetic, and solution-focused mindset

• Track record of collaborating with Sales, Product, and Technical teams

• Ability to prioritize accounts and create strategic customer engagement plans

• Strong analytical skills with talent for turning data into actionable insights

• Strongly proficient with operational tools Slack, Google Drive, Zoom etc.

• Thrives in a fast-paced startup environment

• Familiarity with Salesforce, product analytics tools, or customer health platforms

• Total OTE: $140K (base + bonus)

• Bonus structure based on NDR, logo retention, and personal OKRs