Customer Success & Growth Lead

What is this role, really? It's a unique hybrid position combining elements of:

• Customer Success Management (ensuring customers get value and stay happy)

• Growth Operations (analyzing patterns and optimizing processes)

• Business Development (connecting with YC companies)

• Relationship Management (being the friendly face of Helicone)

At an early-stage startup like ours, roles often span multiple functions that would be separate departments at larger companies. You'll wear several hats while focusing on one core mission: helping customers succeed with Helicone while driving our growth.
What You'll Do

• Serve as one of the primary point of contact for customer support needs, ensuring issues are tracked, prioritized, and resolved promptly

• Monitor and analyze customer metrics (churn, new subscriptions, usage patterns) to identify trends and opportunities

• Proactively reach out to high-usage customers to secure longer-term commitments and prevent churn

• Manage founder LinkedIn outreach by connecting with new signups, sending personalized check-in messages, and scheduling discovery calls

• Connect with current YC batch companies through targeted outreach, inviting them to use Helicone and building meaningful relationships

• Support event planning and execution when we host community gatherings

• Identify process improvements and implement better practices with a high level of independence and initiative

What We're Looking For

• 1-3 years of experience in customer-facing roles, preferably in B2B SaaS with a focus on customer success

• Technical knowledge of AI/LLM infrastructure, APIs, and developer tools

• Familiarity with the AI ecosystem, including current LLM providers, AI application development, and common integration patterns

• Ability to understand and clearly explain technical concepts to both technical and non-technical audiences

• Strong communication skills with ability to build relationships through both written and verbal interactions