Job Description
About Sapience AI
Sapience AI is the collective intelligence platform for professional communities. We sit above the CRMs, AMS platforms, and knowledge bases that organizations already run, and we turn the expertise scattered across them into something every member can search, act on, and share.
The intelligence a community needs is already inside it. Most organizations just cannot reach it. Knowledge lives in silos, in legacy systems, in the heads of a few experts, and in fragmented records no one can connect. We change that.
Our work is grounded in four commitments: technology elevates people and never replaces them, the best expertise is already inside the community, everything is built on trust, and every deployment is purpose-driven for the organization it serves.
Let’s achieve more, together.
About the Role
We're hiring a Customer Success Manager to own customer relationships, experience, and outcomes. As a Customer Success Manager, you'll be part of the team building the playbooks, relationships, and processes that turn customers into long-term advocates. You'll own onboarding, retention, expansion, and everything in between.
This is an early-stage, high-ambiguity environment. No established playbook is waiting for you here. You'll run your own customer conversations and make judgment calls with incomplete information at times, because that's the job. If you thrive in a fast-paced environment, love building things from scratch, and genuinely believe that customer outcomes are what matters most — keep reading.
What You'll Do
Onboarding and Activation
Lead onboarding for new association and membership organization customers — from kickoff through first value milestone
Build and iterate on onboarding playbooks, self-serve guides, and enablement materials that scale across a growing customer base
Drive customer activation against defined milestones (content uploads, member engagement, admin adoption) within the first 30–60 days
Retention and Relationship Management
Own a portfolio of accounts and serve as the primary point of contact for key customer stakeholders — executive sponsors, platform admins, and platform champions
Conduct regular QBRs and check-ins that surface value, deepen relationships, and identify expansion opportunities
Proactively identify at-risk accounts and execute recovery plans before churn becomes a conversation
Expansion and Revenue Impact
Identify and surface expansion signals — new use cases, additional tiers, member-facing programs — and partner with the AE to close growth within the base
Convert Freemium and Base-tier customers to Premium services through demonstrated ROI and strategic nudging
Build and track a renewal pipeline with the same discipline and rigor as new business
Voice of the Customer
Translate customer feedback, friction points, and feature requests into structured product insights for the founding team
Identify and escalate complex issues to higher-level support or management
Develop and maintain customer health scoring, NPS feedback loops, and churn risk dashboards
Champion customer stories internally — wins, testimonials, and case studies that fuel marketing and sales
What We're Looking For
We're looking for drivers, not passengers. Specifically:
Experience managing a book of business with ownership over onboarding, retention, and expansion metrics — with the organizational skills to manage multiple accounts and priorities simultaneously
Comfort with early-stage dynamics — experience wearing multiple hats and influencing product direction
Exceptional communication skills — you can hold a strategic conversation with a C-suite exec and a how-to walkthrough with a first-time member in the same afternoon
Proven ability to build structure where little exists
Experience with CRM, CS, and project platforms (Salesforce, Gainsight, HubSpot, ClickUp, ChurnZero, or similar)
A genuine affinity for the customer — you lose sleep over churn, celebrate renewals, and advocate relentlessly for the people you serve
Nice to Have (Strong Differentiators)
Experience selling to or serving professional associations, membership organizations, nonprofits, or expert networks
Background that spans both customer delivery and commercial outcomes — you understand that CS is a revenue function
Requirements
3–5 years in Customer Success, Project/Program Management, or a related customer-facing role
Remote work experience with a proven track record of successfully managing independent workflows using asynchronous communication tools
How we hire
We review every application, and we encourage you to apply even if you do not match every line above. Research shows that talented people, especially those from underrepresented communities, often hold back when they do not meet every qualification. If that is the only thing holding you back, apply anyway.
Sapience AI is an equal opportunity employer. We are committed to a workplace where everyone, regardless of background, has a voice in building what comes next.
Compensation
Base Salary: $80,000 - $95,000 + early stage equity
Generous health and wellness benefits
Sapience AI is an equal opportunity employer. We do not discriminate on the basis of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, veteran status, or any other protected characteristic. If you need an accommodation to complete our application process, let your recruiter know.
Job Tags
Work experience placement, Sleeping nights