Strategy & Operations

We believe the traditional CS model of adding headcount as customers scale is broken in the AI era. We're looking for one extremely high-leverage person who can be a 10 to 100x multiplier on customer success — not an army of junior CSMs.

This role sits at the intersection of operations, product, and engineering. You'll own the problem of getting customers from signed contract to fully activated as fast as possible, then build the systems, automations, and tools to make that process scalable. You'll own a handful of accounts to stay close to the customer experience while spending most of your time productizing what's currently manual.

Responsibilities

• Build automations, internal tools, and AI-powered workflows to scale customer onboarding and support


• Own the full activation journey: HRIS setup, competency creation, first value delivered


• Manage a small portfolio of accounts to maintain direct customer exposure


• Partner with engineering to translate customer friction into product improvements


• Create structured playbooks and processes for a growing team


• Eventually hire and manage support resources (including potentially offshore)

Qualifications

• AI-native operator: You use AI tools naturally in your day to day — not just ChatGPT, but building real solutions with tools like Claude, Lovable, or Replit. You're comfortable enough to spin something up for a customer without needing an engineer.


• Zero-to-one builder: You've built something recently with AI tools and you're excited about what's now possible.


• Leverage-focused: You'd rather design a process that handles 100 customers than personally shepherd 10. You build systems so the work scales without you.


• Startup DNA: Co-founder experience, early employee at a high-growth company, or a consulting background where you've had to figure things out without a playbook.


• Strong communicator: You can run a customer call independently and translate technical concepts clearly to non-technical audiences.


• Experience: 3 to 6 years with a mix of structured analytical training (consulting, IB, PE, or similar) and hands-on operator experience at an early-stage startup. You've worn multiple hats and figured things out without a playbook.


• Experience at McKinsey & Company or Bain & Company is a nice to have