Founding Customer Success Manager

About Imagine AI

Imagine AI is a research and software company modeling modern B2B growth, starting with LinkedIn. We're moving beyond being an AI content tool. Content was always just the medium. What we actually sell is the warm connections and trust between a company and its future buyers, because B2B growth comes down to people trusting people. We see the hidden structure underneath that growth, and we're building the infrastructure to map, measure, and engineer those relationships at scale (network graphs, homophily, and attribution).

We're YC-backed (launched out of Y Combinator's F25 cohort in June 2025), work with companies like MongoDB, Rippling, and Slash, and have driven $31M in attributed revenue. Our co-founders are Sky and Neo.

The Role

This isn't a traditional CSM role where you field tickets and check in once a quarter.

You own the customer relationship after the sale, from onboarding through long-term loyalty. You make sure every account understands our product deeply, gets the most value from everything we ship, and stays because the results speak for themselves. You're part strategic advisor, part product expert, part advocate.

You'll work with founders, VPs of Marketing, and GTM leaders at high-growth B2B startups who are betting on us to turn their executives into known voices on LinkedIn. The best person in this role is genuinely passionate about customer service, satisfaction, and success, communicates exceptionally well, and is relentless about driving real, measurable outcomes.

You're also building the playbook. This is the foundation we'll hire the Customer Success org from as we scale, so if you're a results-driven, customer-centric operator who wants to make a meaningful impact, come build it with us.

Location: In-person in San Francisco.

What You'll Do

• Execute the Deployment, Engagement, Adoption, ROI (DEAR) framework for customer health.
• Own strategic customer accounts, manage expectations, and segment your book of customers.
• Set KPIs and goals with customers, and tell the story of how they succeeded.
• Increase retention and help build out our CS pipeline.
• Take product feedback and prioritize it for the team.

What We're Looking For

Ideal Background

• 1–3 years as a Technical Support Engineer (TSE), followed by 1–2 years in a Customer Success Manager role. This TSE-to-CSM path is our ideal profile: deep technical troubleshooting roots combined with proven ownership of customer relationships and outcomes.

Qualifications

• 3+ years of experience as a customer success manager, account manager, or in customer success, account management, or customer service roles.
• Familiarity with CRM tools, customer success platforms, and analytics software:
  • CRM and CS platforms: Salesforce/HubSpot plus a CSM tool such as Gainsight, Vitally, ChurnZero, or Custify.
  • Experience working inside omnichannel support tools (Zendesk, Intercom, Pylon, Slack-native shared channels, etc.).
  • Comfort using analytics/behavior tools (Amplitude, Mixpanel, or similar) to understand product usage and drive playbooks.
• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Experience managing customer success programs, customer retention, and upselling strategies.

Must-Haves

• Experience managing B2B SaaS customer success / account management.
• Customer-obsessed with a proactive approach: excellent problem-solving and critical-thinking abilities.
• Strong communicator and relationship-builder who can build long-term relationships and work cross-functionally.
• Data-driven: able to analyze customer data and usage trends to identify areas of improvement.
• Product sense: an understanding of product management and its impact on customer experience.
• Highly organized: able to manage multiple accounts and priorities simultaneously.
• Solid negotiation skills to handle complex customer accounts.
• Comfortable with ambiguity, high ownership, and doing whatever it takes in an early-stage environment.

Compensation

Transparent Salary

Modeling after Posthog's compensation, we strive to be transparent. We generally take Posthog's salary and reduce it by about 20% to fit our current stage. We aim to make up for that through equity, bonuses, and a more impactful work environment.

All values below are OTE.

• Junior
  • Learning: $95,235 - $105,318
  • Established: $106,439 - $116,522
  • Thriving: $117,643 - $123,245
• Intermediate
  • Learning: $125,904 - $139,234
  • Established: $140,716 - $154,047
  • Thriving: $155,528 - $162,934
• Senior
  • Learning: $161,415 - $178,506
  • Established: $180,405 - $197,496
  • Thriving: $199,395 - $208,890

3-5+ years will follow Intermediate; Senior conditional.

Equity: ~[TBD]

Along with a competitive salary, we offer comprehensive benefits, performance bonuses, professional development opportunities, and a collaborative work environment.

Growth: Every 6 months, we aim to expand your scope. This role is the foundation of a customer success org you could eventually lead.

Why Join Now

• Founding team opportunity: You're not joining a team, you're building the Customer Success function.
• A book of business from day one: 30+ paying B2B companies already onboard and growing.
• Proven traction: $31M in attributed revenue and growing fast, with notable names like MongoDB, Rippling, and Slash.
• Upmarket trajectory: We're expanding multi-seat and moving into larger organizations.
• High-impact role: Retention and expansion directly drive the company's next milestone, and you own them.

Hiring Process

We have 5 phases, each as important to us as to you, to make sure we have a good fit and you'll thrive here.

0. Application

We'll look over any materials you send us. Nice to have: a quick summary of your highlights, examples of past work, resume, and what you're looking for.

1. Quick get to know you

Goal: Screening 1

This is a great time for us to know who you are and what made you who you are today, and for you to get to know us. You'll speak with Sky for a casual chat about your past experiences and the fit for the role. (20 minutes)

2. Specific Tenures Screening

Goal: Screening: 2

We want to be able to understand what you did specifically day to day, how did you move from role to role, and why did you move, what did you learn from them. So we will focus on your experience over the past 3 years. (45 minutes)

3. Mock Customer Call

Goal: Assessing 1

The purpose is to set up a scenario for customer call and see how you manage the customer, and what are some considerations and strategies you are setting.

We aim to give you a mini case study and Sky will act as the customer. (45 minutes)

4. Culture Chat

Goal: Assessing 2

You will speak with Neo and have a causal chat about culture, how you work, and gauge the culture fit. (20 Minutes)

5. In-person assessment

Goal: Assessing 3

This would be a 4 hour onsite where you will:

1. Presentation: Present your solutions to a case study, where you will take 2 days to prep before coming onside (45 minutes)
2. In person customer call: we will take a part of the case study and have a mock call (45 minutes)
3. Manager’s chat: we will chat about how you work with your previous managers, communications style, styles of growing, aare you more instructive or autonomous, and what’s your work time segements look like day to day. (30 minutes)
4. Culture fit: We want you to speak with another team member you will work with closely (30 minutes)
5. Lunch: We will have launch together as a whole team (45 minutes)