Founding Customer Success Manager

ABOUT LIGHTFIELD Lightfield is an AI-native CRM that assembles itself from your email, calendar, and meetings. It captures every interaction and turns it into organized context: accounts, tasks, follow-ups, and insights, so nothing slips through the cracks. We’re rethinking CRM from first principles. Instead of forcing teams to maintain rigid systems, Lightfield learns from how companies actually work, adapting, automating, and surfacing the insight that drives growth. We’re building the CRM platform we always wished existed: fast, intelligent, and genuinely helpful. The market agrees. Over 5,000 companies have used Lightfield since we launched in November, making us the fastest-adopted product in our category. We are backed by Greylock, Lightspeed, and Coatue, and our founders previously built Tome, a generative AI presentation product used by over 25 million people. Before Lightfield, our team worked on Llama, Instagram, Facebook Messenger, Pinterest, Google, and Salesforce. ABOUT THE ROLE Every customer success team is told to drive adoption in a product they can't configure, then waits on engineering for every change. Lightfield is different. The product configures itself, and the agents do the execution, so this job is about judgment and the customer, not chasing tickets. We've shipped a product founders love, with nearly 5,000 companies signed up since our November launch. For teams who go deep, Lightfield replaces a whole stack: the CRM, the enrichment, the sequencing, and the operator who wired it all together. We need someone to own what happens after they sign, and to get them there: migrated, live, and growing. This is a founding role. We've built the early foundation - the processes, the playbooks, the first customers - and now we need someone to own it and take it further. You'll inherit real accounts, high-growth startups already running on Lightfield, and take them from signed to running their business on us, and getting more from it every month. You'll do the account work directly at first, and the scope grows quickly, into larger customers and more responsibility as you build. For the right person, it's a seat you build a function or a career on. You'll report to the Head of Customer Success and work daily with sales, product, and engineering. You're equal parts operator, builder, and trusted advisor. Lightfield's agents do the execution. You bring the judgment that guides them and own the relationship with the customer. WHAT YOU'LL DO You own our most important customers from the moment they sign, and you own the value they get and how much they grow: - Migrate them onto Lightfield and get their business running on it quickly - Build their workflows and automations in the product, so Lightfield does the work they used to do by hand - Drive adoption across the whole team, until Lightfield is where their daily work happens - Spot where they can get more from the platform, make the case, and grow the account as they do - Own the outcomes: retention, net revenue retention, and expansion across your book. With consumption pricing, adoption is revenue You're in the product with your customers throughout, building alongside engineers who stay close to the people they build for. WHAT WE'RE LOOKING FOR - 4+ years in customer success, account management, or solutions consulting at a technical B2B product, carrying your own book and a number - You've owned accounts from onboarding through expansion, and can name the ones you grew, by how much, and what you did to get there - You build in the products you run. You've shipped the automations, workflows, and integrations that made a customer successful, with your own hands - You've taken a stalled or underused account and turned it around, and can take us through exactly how - You engage founders and VPs as a peer on their whole business - their pipeline, their process, their goals - You teach so well that customers outgrow needing you - You're the first dedicated customer