Customer Success Manager | AI startup | EU remote (Amsterdam office)
Hiring a CSM 👋
AI startup in Amsterdam. YC-backed, growing fast. Their AI agents run customer support for some big names in fintech and payments. Proper agents, not FAQ bots. They plug into the customer's systems and handle refunds, account changes and escalations themselves.
18 months in. A few million ARR. Customers are spending more every year, not less.
New Head of CS started this week. You'd be the first CSM in.
What you'd actually do:
→ Get enterprise pilots live. That's the priority right now
→ Own those customers from kick-off to renewal
→ Sit between two very different rooms. Customer service leaders on one side, their developers on the other
→ Build the CS playbook, processes and tooling. There isn't one yet. That's the fun bit
→ Feed what customers say straight back to product. Feedback at 4pm can ship the next morning
The technical bit, because people always ask:
You won't build integrations. There's a Customer Engineer for that. But you'll read JSON, talk REST APIs and webhooks, and work out how the agent hooks into a customer's (often ancient) backend. If a dev starts talking auth tokens, you can't just nod along.
Ex-sales engineers who've moved into CS. I see you.
I'll save you some time.
Great CSMs from Microsoft, Salesforce, SAP. Too corporate.
Support or sales with Customer Success in the title. Not the same job.
Strong CSMs who only speak English. Need another language.
So: you've owned customers at a startup or scale-up. You're hands-on. You don't panic when the plan changes on a Tuesday. And you speak Dutch, German, French, Spanish or a Nordic language as well as English.
It's fast. Really fast. Distributed team, daily customer standups, a lot of customer calls every week. Telling you now so it's not a surprise later.
The good stuff:
→ EU remote, Amsterdam office if you want it
→ Good salary, OTE and loadsa secs
→ More CS hires coming in Q1. Get in first and you set the standard
→ January start
Sound like you? Message me.
Sound like someone you know? Send them my way.