Customer Success Manager

About the role

As a Customer Success Manager at Rox, you will own the post‑go‑live lifecycle for SMB to Enterprise accounts, driving adoption, health, risk recovery, and expansion readiness. This hands‑on, customer‑facing position works closely with Account Executives, Product, and Engineering to ensure value delivery and inform the roadmap.

Key responsibilities

• Own a portfolio of post‑go‑live accounts across Momentum, Growing, At‑Risk, and Active Expansion stages with defined success criteria.
• Drive early adoption and proof of value, increasing consumption and capturing evidence of impact.
• Run steady‑state rhythms for healthy accounts, including QBRs, org maps, and delivering qualified expansion opportunities.
• Diagnose at‑risk accounts early, create recovery plans, and pause expansion until health improves.
• Partner with Growth Strategists and FDEs to ensure clear handoffs and ownership.
• Establish internal and customer operating cadences such as stand‑ups, office hours, and metric reviews.
• Translate post‑sales signals into product roadmap input and documentation.
• Build playbooks and reporting to scale time‑to‑value and health management.

Required profile

• 5+ years in customer success or post‑sales with ownership of retention, utilization, or expansion outcomes.
• Experience managing relationships with VP‑level stakeholders or above.
• Strong balance of strategic thinking and operational execution.
• Proven ability to drive measurable time‑to‑value and generate expansion pipelines.
• Deep empathy for enterprise customers and passion for their success.
• Analytical mindset comfortable with metrics, success criteria, and customer data.
• Experience with technical or AI‑native products.
• STEM degree or quantitative background preferred.
• Willingness to be located in or relocate to San Francisco.

Required skills

• Experience with technical or AI‑native products.
• Strong analytical and data‑driven decision‑making skills.

What we offer

• Competitive pay with considerable equity upside.
• Health insurance.