About the role

• Once a customer signs, the relationship is yours. You own it from kickoff onward, across support, product enablement, light consulting, and whatever else it takes for the customer to reach the outcome they bought us for.
• Our base is growing fast: mostly SMB today, and increasingly lower mid-market companies with more stakeholders and more complex programs. We're growing the CX team to meet that demand and raising the bar as we do. The people we hire now set the standard for everyone who joins after them.
• The bar is simple: every account in your book has sky-high NPS and CSAT. That doesn't happen by waiting for tickets. You check in with your accounts regularly, jump on calls whenever it helps, catch problems before the customer raises them, and make sure nobody is quietly unhappy. When something does go wrong, you're the person who walks into a tense, complicated situation, calms it down, fixes it, and leaves the customer more loyal than before.
• You'll also be technical enough to be dangerous. Sitting this close to customers, you'll see the repetitive work and the recurring friction before anyone else does. We want you to turn that into automation opportunities the team can ship.

How We Use AI (Central to the Role)

• Our AI support agent handles a growing share of first responses. You'll review what it says, find where it's wrong or unhelpful, and fix the knowledge behind it.
• Use AI in your own workflow: prepping for calls, summarizing account history, drafting help content, spotting patterns across your book.
• Look at every manual, repeated task as a candidate for automation, and make the case for the ones worth building.
• AI makes you faster. The judgment and the relationship stay yours.

What you'll do

Own the relationship after the signature

• Own a book of accounts from kickoff through renewal readiness, including their health, NPS, and CSAT.
• Check in with every account on a regular cadence, and get on calls whenever it helps: kickoffs, check-ins, escalations, or a quick screen share to get someone unstuck.
• Set honest expectations at kickoff (observation periods, integration timelines, what the audit actually requires) and run a proactive update cadence so customers never chase us for status.
• Defuse tense, complex situations yourself: a slipped timeline, a failed control, a frustrated champion. Turn upset customers into advocates.

Enable and advise

• Guide customers through the platform: policies, tasks, evidence collection, integrations (AWS, GCP, Azure, HR and device tools), and Trust Center setup.
• Give practical guidance on framework questions (what an auditor expects for a control, how to scope evidence, what a finding means) so customers move forward with confidence.
• Adapt the motion to the account: fast and scalable for SMB, more structured for lower mid-market accounts with more stakeholders.
• Build the playbooks, templates, and help content that make each new account faster than the last.

Run it on data, and stay organized

• Keep your book organized: every account's status, next step, and health visible at a glance, with nothing dropped between calls, threads, and handoffs.
• Use data (NPS and CSAT, usage, ticket trends, milestone timing) to decide where to spend your time and to spot at-risk accounts before they escalate.
• Bring the numbers to the conversation when you push for a product fix or a process change.

Find the automation

• Spot the repetitive work in support and onboarding and turn it into concrete automation opportunities: a better AI agent answer, a template, a triage rule, a workflow engineering can build.
• You don't need to write the code, but you should be technical enough to specify the fix well and know which one matters most.
• Handle support across Slack customer channels and Unthread against our first-response SLA, and use what you see there to make the queue smaller.

Be the connector

• Work across product, engineering, the audit team, and sales to unblock customers and get clear answers fast.
• Escalate product issues with clear reproduction steps, follow them to resolution, and close the loop with the customer.
• Bring customer signal into product decisions: what's confusing, what's missing, what's breaking.
• Spot expansion and churn signals early and flag them to Account Management. You flag; they run the commercial conversation

How We Work

• You think like an owner. The customer outcome is yours.
• You use AI to move faster and you stay responsible for the call.
• You'd rather fix the root cause than answer the same question twice.
• You hold strong opinions and update them when the evidence changes.

How We'll Measure Success

• NPS and CSAT across every account in your book. The goal is sky-high, not average.
• Customers hitting their milestones (first audit, Trust Center live) on the timeline we set together.
• Check-in coverage: no account goes quiet without us knowing why.
• Upset accounts recovered: escalations that end with a happier customer than before.
• Automation you identified that shipped and removed recurring work.
• First-response SLA and time to resolution.

What This Role Is Not

• Not support-only. The queue is part of the job, not the whole job.
• Not a revenue role. You don't own pricing, upsell execution, or a quota.
• Not a dashboard role. You're on calls and in threads with customers every day.
• Not entry-level. You'll run accounts and hard conversations without a script.

You May Be a Good Fit If You Have

• 5+ years in customer-facing roles in tech: customer success, customer experience, or implementation at a B2B SaaS company, or client-facing technology consulting. This is not your first corporate job.
• Very tech-savvy. You pick up new software fast and you're comfortable under the hood: you can read an integration, reproduce a bug, navigate a cloud console, reason about permissions and basic APIs, and spot where a manual process should be automated.
• Very high EQ. You've taken a frustrated customer in a messy situation and turned them into a champion, and you can walk us through exactly how.
• Exceptional organization. You run a large book without dropping threads, and your notes, follow-ups, and handoffs are clean.
• A data-driven approach. You use numbers to decide where to spend time, and you can pull or query what you need yourself.
• Experience with both high-volume SMB books and larger, multi-stakeholder accounts, and a sense of how the motion differs.
• Clear, concise, warm writing. Most of this job happens in Slack threads.

Strong Candidates May Also Have

• Background in compliance, GRC, security, or audit. Helpful, not required: you can learn the domain here quickly.
• Implementation or consulting delivery experience with technical or AI products.
• Hands-on experience with automation tools, scripting, or tuning AI support agents.
• Early-stage experience where you wrote the playbook instead of inheriting it.

Compensation and Logistics

• Base plus meaningful equity. No commission or variable, so this is your full cash number.
• Location: On-site 5 days a week at our Aventura (Miami) HQ. We build in person.
• We don't sponsor visas at this time.
• Unlimited PTO on top of US federal holidays, 100% covered health, dental, and vision, and quarterly team off-sites.