Customer Success Manager

ABOUT ARTISAN At 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 OVERVIEW - Own onboarding, implementation, and go-live for enterprise clients - Lead strategic business reviews, executive-level check-ins, and ROI discussions with C-suite and senior stakeholders - Monitor adoption, usage, health, and key success metrics (e.g., value delivered, ROI, retention, NPS) - Proactively identify upsell, cross-sell, and expansion opportunities within your accounts - Serve as the primary point of customer escalation alongside customer support, managing complex issues and coordinating resolution with internal teams - Advocate for your clients internally - convey product feedback, feature requests, and customer pain points to drive roadmap prioritization - Build and maintain lasting relationships, ensuring clients view us as a strategic partner, not just a vendor - Develop playbooks, scalable processes, and best practices for Enterprise CSM across the organization Location: Remote, North America timezone Team: Customer Success Reports to: Manager, Customer Succes - Michael Catanzaro WHO YOU ARE - 5+ years experience in enterprise customer success - Experience managing enterprise clients (e.g. $100K+ ARR accounts) - Ideally experience at a competitor company - Demonstrated track record of driving retention, upsell, expansion, and renewal in large accounts - Strong executive presence; comfortable presenting to C-level stakeholders and leading strategic discussions - Excellent communication, influencing, and negotiation skills - Analytical mindset; ability to synthesize data into actionable insights - High degree of autonomy, proactivity, organization, and ability to juggle multiple complex accounts INTERVIEW PROCESS 1. Introductory chat with our recruiter 2. 30-minute call with Michael, our head of Customer Success 3. Take-home trial task 4. 30-minute trial task review call with Michael 5. 30-minute culture and values call with Jaspar, our CEO OUR CULTURE AND VALUES - Founder 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.