Senior Customer Success Manager (Remote, West Coast US)

About Brainfish

Brainfish builds AI support agents designed for complex B2B enterprise and growth businesses. Our agents resolve tickets across every channel: chat, email, Slack, Zendesk, help centres, grounded in each customer's real product knowledge, personalized by account, role, and plan. We're not building a chatbot layer. We're replacing the entire support workflow with something that actually works, and we have the metrics to prove it.

The Opportunity

This is a foundational hire. You'll own our most important customer accounts and, for the right person, grow into leading the Customer Success function as we scale. Alongside our CEO, you'll own the CS strategy and performance from day one.

What You’ll Own

A portfolio of US-based enterprise and growth-stage accounts, end to end: onboarding, health, renewals, and expansion

The CS strategy, tooling, and operating rhythm as you grow into the function

Retention and net revenue retention targets: you'll own the number

The relationship between customer insight and product direction: you'll be our clearest voice on what customers need next

QBRs, executive relationships, and the commercial conversations that come with them

CS infrastructure: building workflows, playbooks, and reporting that scales

You’ll Be a Great Fit If You

Have 5-8+ years in Customer Success at a technical B2B SaaS or AI company, with strong commercial outcomes (NRR improvement, expansion revenue, churn prevention) not just healthy relationships

Are technically capable: you can configure an AI agent, understand integrations, read API documentation, and engage credibly with engineering on product and performance questions

Know how to use product data to run a commercial conversation (like resolution rates and deflection numbers)

Can hold a room with a VP of Support and a VP of Engineering in the same conversation

Are a self-starter: you identify the gap, build the solution, and execute without waiting to be asked

Are comfortable building in a startup environment where the tools, the process, and the team are still taking shape

Move with urgency; our customers have high expectations and you'll match them

Ideal Experience

Experience at a SaaS or AI company from Seed through Series B, where you built as much as you managed

Previously set up or significantly improved CS operations: playbooks, health scoring, QBR cadences, tooling

Worked with US enterprise accounts with high expectations and short feedback loops

Based on the West Coast or willing to work West Coast hours: this role overlaps with customers and our Sydney team across both US and Australian timezones

Enough AI/ML literacy to understand how an LLM-powered product works and have a credible conversation with an informed audience

Comfortable with HubSpot, Notion, Slack, and the willingness to build workflows that scale

Bonus: hands-on experience with Zendesk, Intercom, or other support platforms, and familiarity with developer APIs

What We Offer

A genuine path to Head of Customer Success as the company scales

Direct access to the CEO and founders

The chance to define what great CS looks like at an AI company at the start of something important

A high-trust, high-feedback culture where good work is noticed and rewarded

Competitive salary, equity, and benefits

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Senior Customer Success Manager