Customer Success Manager at Plain — VC-backed customer support platform

As the second Customer Success Manager, you will be "customer zero," using Plain’s own platform to support high-growth teams like Cursor and Raycast. You’ll bridge the gap between sales and engineering, defining the CS playbook from scratch while directly influencing product roadmaps through your own daily usage and customer insights.

• Lead end-to-end onboarding for high-value technical customers, gathering sales context and building deep relationships to drive early product adoption.
• Manage the full post-sales lifecycle including renewals, expansions, and uncovering new use cases in partnership with the sales and product teams.
• Act as the primary voice of the customer by triaging escalations, summarizing feedback, and advocating for feature priorities during product roadmap discussions.

• 2-3 years of experience in Customer Success or post-sales at an early-stage B2B SaaS company, ideally within a product-led growth environment.
• Exceptional product intuition with the ability to translate technical customer feedback into actionable insights for engineering and design teams.
• Comfortable working in a hybrid San Francisco environment with a "builder" mindset, capable of creating structure and processes where none currently exist.

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• Be "customer zero" for the product you manage, providing internal feedback to design and engineering teams while using the platform daily to support clients.
• Join an intentionally small, high-impact team backed by $24M+ from premier investors like Index Ventures and Battery Ventures, working alongside veterans from Superhuman and Figma.
• Define the entire CS function from the ground up, including segmentation strategies, renewal playbooks, and education programs for a technical user base.