[Hiring] Founding Customer Success Manager @Improbable

Role Description

As Bolter's Founding Customer Success Manager, you'll build Bolter's customer success function from scratch. We onboard operators in small batches, and every new member gets support to automate their work. You're that support.

Our users are founders, marketers, ops leads, consultants: people who know their business better than anyone and don't write code. You'll sit next to them, understand how they run their work, and help them turn it into blueprints, automated workflows that run the same way every time. There's no book of business to inherit and no playbook to follow. You'll write both.

• Concierge onboarding: Run 1:1 onboarding sessions with every new batch of operators. Your bar: each one leaves their first session with a working automation, not a tour of the product.
• Blueprint building with customers: Work closely with high-impact operators to map their processes and turn them into blueprints. The best of what you build together feeds the blueprint library that every future user starts from.
• Retention and value: Make sure every operator holds live, recurring work in Bolter. Own check-ins, reactivation, and the moment an individual operator invites their team.
• Voice of the customer: Run the feedback loop: capture what users say, synthesize it weekly, and put it in front of the product team. Your notes shape what gets built next.
• Build the function: Create the onboarding playbooks, health metrics, and engagement model that customer success will scale on, then help hire the team that runs them.

Qualifications

• 5+ years in customer success, account management, onboarding, consulting, or a similar customer-facing role, ideally with fast scaling technology startups.
• You can pull a messy business process out of someone's head and write it down as steps, exceptions, and sign-offs. That skill is the job.
• You're fluent with AI tools and curious about how agents change the way small teams work. You automate parts of your own job already.
• Patience and warmth with non-technical users. You explain without jargon and never make anyone feel behind.
• A builder's mentality: you'd rather write the playbook than inherit one, and you're comfortable owning outcomes in ambiguity.
• Excellent written and spoken English. Other European languages are a plus.

Requirements

• While we think the above experience could be important, we're keen to hear from people who believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!