Customer Success Manager

About ArtisanAt Artisan, we’re building real AI employees - not copilots, not assistants, but autonomous teammates.Our first, Ava, is an AI BDR. She finds and researches leads, writes emails in customers’ tone of voice, runs outbound sequences, self-optimizes, and manages email deliverability infrastructure. She learns, adapts, and improves over time - just like a human would.We went through Y Combinator (W24) and have raised $35M+ from top investors. We’re at $7M+ ARR, with hundreds of customers including CookUnity, Quora, and SumUp.We’re currently working on Ava 2.0, pushing the boundaries of what an AI employee can do. And we're hiring.Role overviewOwn onboarding, implementation, and go-live for enterprise clientsLead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholdersMonitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS)Proactively identify upsell, cross-sell, and expansion opportunities within your accountsServe as the primary point of customer escalation alongside customer support, managing complex issues and coordinating resolution with internal teamsAdvocate for your clients internally - convey product feedback, feature requests, and customer pain points to drive roadmap prioritizationBuild and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendorDevelop playbooks, scalable processes, and best practices for Enterprise CSM across the organizationLocation: Remote, North America timezoneTeam: Customer SuccessReports to: Manager, Customer Succes - Michael CatanzaroWho you are5+ years experience in enterprise customer successExperience managing enterprise clients (e.g. $100K+ ARR accounts)Ideally experience at a competitor companyDemonstrated track record of driving retention, upsell, expansion, and renewal in large accountsStrong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussionsExcellent communication, influencing, and negotiation skillsAnalytical mindset; ability to synthesize data into actionable insightsHigh degree of autonomy, proactivity, organization, and ability to juggle multiple complex accountsInterview processIntroductory chat with our recruiter30-minute call with Michael, our head of Customer SuccessTake-home trial task30-minute trial task review call with Michael30-minute culture and values call with Jaspar, our CEOOur culture and valuesFounder mindset. Everyone acts like an owner: take initiative, think big, challenge ideas, and push for 10× outcomes.Obsessed with impact. We apply the 80/20 rule, kill sunk costs quickly, and focus on what actually moves the needle.Customer-first, always. Every decision is made with the customer experience at the center.High standards, every detail. Quality matters in everything we ship, from product and code to copy and design.Clear, direct communication. We value candor, fast responses, and feedback.Winning team energy. We bring positive vibes, low ego, zero drama, and genuinely enjoy building together.