Recall.ai
The API to get recordings, transcripts, and metadata from meetings
Strategic Customer Success Manager (Founding)
About the role
We’re looking for a Founding Customer Success Manager to own and grow our most strategic accounts. Reporting directly to the VP of Sales, you’ll be the first dedicated post sales professional at Recall.ai, responsible for making sure our biggest customers deploy, expand, and stay.
This role is about retention and growth, not admin. You’ll own a portfolio of 10–15 high-ACV accounts. Companies like Salesforce, HubSpot, ClickUp, and Fireflies, and your job is to make sure they go from signed to fully deployed, and from deployed to expanded.
You’ll build the CS function from the ground up: the account tiers, the health signals, the churn playbook. None of it exists yet.
Location
Recall.ai is an in-office sales culture. You’ll work from our beautiful office at 475 Brannan Street, San Francisco.
What you’ll do
- Report to the VP of Sales; own a portfolio of 10–15 strategic accounts (high ACV, underdeployed, or competitively exposed)
- Get Salesforce, HubSpot, and Fireflies to full deployment. Navigate internal politics, unblock engineering teams, make the integration ship.
- Build a 90-day churn early warning system from scratch. Own the signals, the cadences, the process
- Stay close enough to accounts to catch competitive threats before they become decisions
- Turn top account usage patterns into a replicable playbook for other strategic accounts
- Cross-sell new features and products as a natural extension of the relationship, not a separate motion
- Partner with AEs on account handoffs and build the knowledge-transfer process that makes them work
- Identify patterns across accounts and feed them back into messaging, product, and sales strategy
What we’re looking for
- 4–7 years in a technical, customer-facing role or equivalent at a dev-tools or API company
- Commercial ownership: you’ve had a renewal quota, expansion target, or NRR goal
- Technical credibility with engineering buyers: You can hold your own on APIs, webhooks, and data pipelines without the SE bailing you out
- A specific story about an account you saved before it flagged at-risk
- Experience driving adoption inside complex orgs: navigating the gap between the buyer who signed and the team that deploys
- Experience working at a startup with fewer than 50 people
- At least 2+ years of tenure at one company, not a series of short stints
- Strong judgment and adaptability; comfortable building without a playbook
Why you should join
- You want to be the first CSM and own the entire motion. No inherited playbook, no inherited accounts list.
- You love building from scratch and having real ownership over outcomes.
- You’re energized by being in the room, whiteboards, quick huddles, and all.
- You’re looking for a massive growth opportunity in a greenfield market.
- You’re genuinely curious about how engineering teams build, and you want to help them succeed.
Why you shouldn’t join
- You need a defined playbook to operate. None exists here yet.
- You’re not ready for the occasional 60-hour week when a strategic account needs you.
- You need something predictable. We’re growing fast, but we’re still early-stage.
- You’re not excited about working with engineers. Our buyers are technical and you won’t earn their trust without genuine curiosity.
Benefits
- 100% covered health, dental, and vision
- Breakfast, lunch, and dinner covered
- Ubers/Waymos to and from office covered
- Unlimited PTO
- Relocation assistance if not already in SF
- Computer and workspace stipend
About the interview
Interview Process:
Stage 1 — Hiring Manager Screen (45 min) Focus: Grit, Passion. We're looking for candidates with genuine commercial ownership (renewal quota, NRR goal, expansion target) and authentic curiosity about Recall's space. They should have specific stories — not general relationship-building language — and have done real research on the company before the call.
Stage 2 — Take-Home Exercise + subsequent Live Worksop Focus: Technical Ability, Grit, Team First Mindset. Candidates receive a scenario involving a real customer. Produce account plans, health signals, and an unblocking strategy for a complex engineering-side deployment. We're testing whether the candidate thinks like an owner, not a coordinator.
Stage 3 — Culture Interviews with Founders (60 min each) Focus: Passion, Grit, Team First Mindset. Two separate conversations covering ownership mentality, mission fit, and how they operate in a small, fast-moving, in-office environment.
Stage 4 — Founding AE Session (45 min) Focus: Technical Ability, Team First Mindset. A joint Q&A with our Founding AE (now ENT AE Manager) who has deep firsthand knowledge of our strategic accounts. The session covers track record on complex accounts and gives the candidate a chance to ask questions about the role from someone who's lived it.
About Recall.ai
Recall.ai is building a new hyperscaler for the world's largest dataset: conversation data. Our mission is to get all the conversation data in the world into a form that's accessible and understandable by AI.
Companies like Salesforce, HubSpot, Datadog, Rippling, Deel, Monday.com, Calendly, Asana, and Workday already work with us. Every software company of note is either already powering their AI features through Recall, or in a deal cycle with us.
They choose us because this problem is genuinely important and hard to solve.
Here's why our mission is important: 50-70% of an office worker's day is uncreative toil that AI can alleviate (e.g. sending emails, scheduling, drafting contracts, etc.). But AI is bottlenecked by context, not intelligence. Just like how humans get most context from conversations, we’re giving AI the eyes and ears to access the same conversation data set.
This is a brutal infrastructure problem because conversations happen all at once. At 9am Pacific, millions of people across North America click "start meeting" within 60 seconds of each other, every single hour. Our load graph spikes vertically at the top of every hour. Our weekly peak load is 4,000% higher than our weekly minimum. When Amazon built AWS, they built it to handle Black Friday, one day a year where millions of people hit their systems at once. We deal with the equivalent of roughly 240 Black Fridays a week.
We run nearly 100,000 computers in our cluster, processing the equivalent of 3,000 full length movies of raw video per second at peak load, and we're just getting started. All the words ever written in human history are still less than 20% of one year of US office conversations.
What makes this exciting is how early we are. We captured 0.02% of office conversations last year, just in the US. If in 5 years, 20% of tech forward companies want conversation context inside their AI tools, that's a thousand times more data than we process today.
