Bland

Enterprise Customer Success Manager

San Francisco. Posted 7 months ago

The role

The Enterprise Customer Success Manager owns the post-sales journey to ensure customers launch quickly and achieve measurable business results. You will drive customer outcomes, partner with engineers to troubleshoot issues, and identify expansion opportunities.

What you will do

  • Own the post-sales journey end-to-end
  • Ensure customers launch quickly and hit quantifiable KPIs
  • Partner with forward deployed engineers to troubleshoot issues
  • Educate customers on best practices, new features, and optimization strategies
  • Uncover new use cases and map expansion opportunities
  • Engage with stakeholders at every level to drive adoption and outcomes
  • Operate with accountability in a fast-moving startup environment

Required qualifications

  • 5+ Years in Technical Customer-Facing Roles
  • Experience as a TAM, CSM, Deployment Strategist or similar role owning post-sales success and enterprise customer outcomes
  • Reading/writing REST/JSON
  • Interpreting logs
  • Querying data with SQL
  • Understanding how systems integrate in production
  • Skilled in resolving complex issues, guiding senior stakeholders, and driving clarity during high-pressure situations
  • Able to simplify technical concepts for executives and dive deep with practitioners
  • Builds trust quickly and navigates competing priorities
  • Proactively guides customers towards best practices through structured touchpoints such as MBR/QBRs
  • Proven success partnering with Sales, and Engineering, to drive adoption and growth
  • High-ownership operator who excels in rapid, high-impact cultures

Nice to have

  • Startup experience or early-stage CSM experience
  • Experience with AI/ML, conversational AI, or telephony systems
  • Familiarity with debugging distributed systems, logs, or APIs beyond REST/JSON
  • Background working with voice workflows, call flows, or contact center tech
  • Experience building CSM playbooks or customer onboarding frameworks

Benefits

  • Meaningful equity
  • Benefits
  • Gorgeous office in Levi's Plaza, San Francisco

Before you apply

  • All new hires are required to complete the Form I-9
  • Employment will be verified through E-Verify as part of the onboarding process

About the company

Bland is a Series C startup building human AI phone agents. They are a 60 person team powering voice automation for companies like Better.com.