Title: Founding Customer Success Manager

Location: New York City (5 days/week in office)

Company Description

Thoughtly is a breakout, high-growth post-seed SaaS startup backed by top-tier investors. We’re scaling fast with enterprise customers and building the future of enterprise GTM through AI-powered voice automation. We’re growing like crazy, crushing revenue targets, and getting ready to scale like nobody’s business.

The Role

The Founding CSM will be a technical, detail-oriented partner who ensures customers succeed at every step of their journey with Thoughtly. Unlike the Account Manager role (which is tied directly to revenue expansion), the CSM is responsible for customer onboarding, integrations, adoption, and overall health across all accounts.

You’ll work across the entire customer base — not tied to individual accounts — helping enterprise customers integrate Thoughtly into their workflows, launch new use cases, and expand successfully. Success is measured on team-wide NRR, retention, and expansion outcomes, so this role is both high-impact and highly collaborative.

This is a founding hire, meaning you’ll play a critical role in setting the bar for how customer success is defined and scaled at Thoughtly.

Responsibilities

• Lead customer onboarding, technical setup, and integrations across Salesforce, HubSpot, and other platforms
• Partner with Account Managers to support expansion opportunities, ensuring smooth execution and adoption
• Own customer success processes: documentation, playbooks, and success metrics
• Serve as the technical resource for customers, able to understand APIs, workflows, and data flows (pull in engineering for edge cases as needed)
• Track customer health, proactively identify risks, and drive retention
• Collaborate with the CS team to meet team-wide NRR goals

Is this you?

• Technical chops: strong familiarity with SaaS integrations (Salesforce, HubSpot, APIs, data pipelines)
• Detail-obsessed and process-driven — you can build playbooks while executing day-to-day
• Prior experience in enterprise SaaS CSM roles (or equivalent technical account management roles)
• Strong communication skills: you can translate technical complexity into clear workflows for customers
• Team player: motivated by collective success metrics as much as individual wins
• Comfortable in a fast-paced startup environment where priorities shift and speed matters

#Perks

• $140K base salary
• ~$160K OTE (bonus based on team-wide metrics)
• Equity in a breakout startup
• Quarterly CS team bonus tied to NRR

Why Join Now

• Founding opportunity to set the tone for customer success at Thoughtly
• Work with enterprise logos at scale — integrations-heavy, business-critical SaaS
• Join a high-energy, in-office NYC team: events, off-sites, work hard/play harder culture
• Huge growth trajectory: build the foundation for a CS org as we scale rapidly