[Hiring] Senior Customer Success Manager @Bland

Role Description

We need someone who will take control of post-sales, enforce clarity, and drive customers to value fast. Someone who doesn’t wait for direction, they build the plan, run the room, unblock deployments, collapse timelines, and turn customer confusion into clean, repeatable execution. Someone who can stabilize accounts, surface real risks, tighten the feedback loop, and aggressively identify expansion opportunities.

That’s the founding Customer Success Manager: the person who owns outcomes, commands the customer relationship, and turns our product into an undeniable business impact at speed.

What you'll do

• Drive Customer Outcomes: You’ll own the post-sales journey end-to-end, ensuring every customer launches quickly, hits quantifiable KPIs, and sees unmistakable ROI from our agents.
• Cross-Functional Problem Solving: Partner with forward deployed engineers to troubleshoot issues, accelerate resolutions, and ensure customers stay successful in production.
• Proactive Technical Guidance: Educate customers on best practices, new features, and optimization strategies, helping them get more value from Bland with every interaction.
• Customer Growth & Expansion: Work closely with customers to uncover new use cases, map expansion opportunities, and translate insights into actionable growth plans.
• Executive & Technical Communication: Engage confidently with stakeholders at every level, simplifying complex AI behavior into clear recommendations that drive adoption and outcomes.
• High-Ownership, High-Velocity Mindset: Operate with positivity, pace, and accountability in a fast-moving startup environment where speed, precision, and customer obsession matter.
• Driver of Customer Outcomes: Help customers achieve measurable business results with the most friendly, helpful, and human-like AI phone agents in the world.

Qualifications

• 5+ Years in Technical Customer-Facing Roles - Experience as a TAM, CSM, Deployment Strategist or similar role owning post-sales success and enterprise customer outcomes.
• API & Integration Exposure - Interpreting logs, querying data with SQL and understanding how systems integrate in production.
• Escalation & Incident Management - Skilled in resolving complex issues, guiding senior stakeholders, and driving clarity during high-pressure situations.
• Strong Communication Skills - Able to simplify technical concepts for executives and dive deep with practitioners.
• High EQ & Customer Advocacy - Builds trust quickly, navigates competing priorities, and proactively guides customers towards best practices through structured touchpoints such as MBR/QBRs.
• Cross-Functional Collaboration - Proven success partnering with Sales, and Engineering, to drive adoption and growth.
• Thrives in Fast-Paced Environments - High-ownership operator who excels in rapid, high-impact cultures.

Nice to haves

• Startup experience or early-stage CSM experience
• Experience with AI/ML, conversational AI, or telephony systems
• Familiarity with debugging distributed systems, logs, or APIs beyond REST/JSON
• Background working with voice workflows, call flows, or contact center tech
• Experience building CSM playbooks or customer onboarding frameworks

Benefits

• Salary: $180k – $230k OTE + meaningful equity + benefits.
• Gorgeous office in Levi's Plaza, San Francisco
• We are open to remote for this position

Additional Information

Bland is an equal opportunity employer. We are committed to proving equal employment opportunities to all qualified applicants and employees and do not discriminate based on any legally protected characteristic.

Bland participates in the E-Verify employment verification program. All new hires are required to complete the Form I-9, and employment will be verified through E-Verify as part of the onboarding process.