Customer Success Manager

The role

You will own the health, retention, and growth of a book of customers ranging from AI startups to global enterprises. You will manage account handovers, deliver product training, maintain account strategies, and drive expansion and renewals.

What you will do

• Own your book from go-live onward
• Deliver product training and enablement within 30 days of go-live
• Maintain health scores, account strategy, and competitive reads in Salesforce
• Talk with every account at least once a quarter
• Run an executive business review with each account at least once a year
• Escalate at-risk accounts and build save plans
• Generate expansion pipeline by spotting usage signals
• Kick off renewals at least 90 days out
• Troubleshoot Git, configuration, and content questions
• Create playbooks, templates, and AI-assisted workflows

Required qualifications

• 4+ years in customer success, account management or technical account management at a B2B SaaS company, owning a book of mid-market or enterprise accounts
• A track record of owning a retention number (GRR, NRR or renewal rate) and growing expansion on your book
• Strong commercial instincts
• Executive presence
• Technical fluency in Git workflows, Markdown or MDX, web basics (HTML, CSS, JavaScript) and APIs
• Comfort working with data
• Real examples of using AI to build parts of your own customer success workflow
• Strong ownership and candor

Nice to have

• Experience at a developer-tools, documentation or AI company
• Hands-on Salesforce experience
• SQL or Python for your own analysis
• Experience building health scores, playbooks or automations from scratch
• Experience creating customer advocacy assets, such as case studies and reference calls

Benefits

• Competitive compensation and equity
• 20 days paid time off every year
• 401k with Employer Match
• $250 monthly wellness stipend
• 100% employee coverage for Health, Dental, Vision
• Commute stipend
• Free lunch and dinners
• Annual team offsite

About the company

Mintlify is a documentation platform for the AI era used by over 20,000 companies. The team is based in San Francisco.