Senior Customer Success Manager
At a glance
Senior Customer Success role at Gumloop. San Francisco · full-time · no salary stated · we estimate $145,688–$187,863.
Gumloop has not published a salary for this role. The figure below is our estimate, not theirs.
growthroles summary, based on the employer's posting.
What you'll do
- Run enterprise accounts from onboarding through renewal and expansion, serving as the customer’s go-to for making Gumloop work for them
- Build success plans that increase product use and consumption, including change-management work to win support across customer teams
- Lead business reviews and executive briefings that tie Gumloop activity to customer outcomes
- Work with Solutions Engineers to shape and deliver complex customer solutions, then spot low usage and ways to improve value
- Create the Success function’s playbooks, account-health measures, onboarding templates and engagement models
What you bring
- At least six years in Customer Success, Account Management or Solutions Engineering
- You’ve worked directly with C-level leaders and can navigate large, complex enterprise organizations
- You’ve guided customer accounts from initial onboarding through renewal, understanding what each stage takes
- You can learn the platform deeply, build agents and workflows, and help customers through technical implementations without needing to code
Who this fits
This senior role suits someone ready to own major enterprise accounts and build the Success function from an early seat. It is based on-site in San Francisco. The role includes a stated allowance of fifteen days of temporary remote work each year.
From the employer
About Us
Gumloop is the multiplayer AI agent builder. We believe the people who know the work best should be able to automate it, and use what they build to help their whole team do more.
Anyone at a company can build, share, and optimize agents with any AI model and any integration. Teams can orchestrate those agents across their business, while IT keeps full control over data, access, and spend.
We're a small team building as fast as humanly possible. Gusto, Ramp, Shopify, Samsara, Instacart, and Opendoor are running agents on Gumloop across their company. We've raised over $70M from Benchmark, First Round Capital, Y Combinator, Nexus Ventures to scale and are looking for people who care as much as we do to join the team.
Here’s what life at Gumloop is like:
Our beliefs – The Handbook
Our adventures – Wall of Photos
What our users are saying - Wall of Love
What we’re working on – Changelog
Role Overview
Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise.
What You'll Do
Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models
What You Bring
6+ years of experience in Customer Success, Account Management, or Solutions Engineering
Experience working directly with C-level executives and navigating large, complex enterprise organizations
You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
Comfort operating in a fast-moving, early-stage environment with limited process
Bonus
First or early Success hire at a fast-growing startup
Experience with business process mapping, requirements analysis, and solution design
Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a diverse set of customer environments
Existing relationships in enterprise technology or IT leadership
Benefits
Highly competitive salary and meaningful equity
Generous paid time off: 24 days for SF employees and 20 days globally, use them as you need
$350/month wellness benefit to spend on gym, spa, equipment, or whatever keeps you at your best
15 days of temporary remote work flexibility per year
401k/RRSP match up to 6%
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