Founding Customer Success Manager

We are looking for a founding customer success manager to join a team in San Francisco that is building an autonomous market researcher powered by AI that automates the entire research process—from crafting interviews to analyzing customer insights. Trusted by Google, Microsoft, Nestlé, SKIMS, and more, the company helps enterprises unlock deep customer understanding at scale. With $27M in funding and an elite client roster, Listen is rapidly growing and scaling its go-to-market team.

Roles and Responsibilities:

• Own the full customer journey: onboarding, adoption, retention, and upsell
• Act as the day-to-day point of contact for strategic accounts
• Partner with Sales to identify and drive expansion opportunities
• Track account health metrics and proactively mitigate churn
• Work closely with product and engineering to relay customer feedback
• Help define and build the Customer Success function from the ground up
• Operate as an individual contributor in a hands-on, high-touch capacity

Job Requirements:

• 1–3 years of experience in Customer Success or a similar GTM role at a B2B SaaS startup
• Experience managing account health and growing customer relationships in a data-driven way
• Strong relationship-building, communication, and organizational skills
• Self-starter comfortable with ambiguity and startup environments
• Background in finance or quantitative fields (e.g. CS, Math) is preferred
• Prior experience at VC-backed B2B SaaS startups is preferred
• Experience with research, insights, or AI platforms is preferred
• Comfortable working in-office 5 days/week in San Francisco
• Excited to build the CS function but operate as an IC is preferred
• Experience in account expansion, renewals, and upsell strategies is preferred