Scaled Customer Success Manager

ABOUT CARTESIA Our mission is to architect AI that learns from and interacts with the world like humans do. We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models or SSMs, a new primitive for training efficient, large-scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design-minded product engineering team to build and ship cutting edge models and experiences. We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others. We're fortunate to have the support of many amazing advisors, and 90+ angels across many industries, including the world's foremost experts in AI. ABOUT THE ROLE We're hiring our first Scaled Customer Success Manager to build the foundation for how thousands of customers succeed with Cartesia. Our customers range from scrappy AI startups shipping their first voice agent to rapidly growing companies building production-grade voice experiences. As our customer base grows, we can't just keep adding headcount to keep up. Success needs to scale through thoughtful systems, great customer programs, and product expertise. You'll own the post-sales experience for a large portfolio of customers, helping them onboard successfully, adopt our platform, and grow over time. You'll partner closely with Sales, Product, Engineering, and Marketing to improve the customer journey while building the playbooks, automations, and lifecycle programs that make Customer Success a force multiplier for the company. YOUR IMPACT - Own the customer journey from onboarding through renewal for a growing portfolio of startup and SMB customers. - Help customers realize value quickly by driving product adoption and successful onboarding. - Build repeatable onboarding, education, and lifecycle programs that scale from hundreds to thousands of customers. - Monitor customer health, identify risks early, and proactively improve retention. - Partner with Sales to identify expansion opportunities driven by customer adoption and usage. - Become a trusted product expert, helping customers adopt best practices and get the most out of the platform. - Create scalable customer assets including playbooks, documentation, webinars, office hours, and enablement content. - Partner with Product and Engineering to bring customer feedback into roadmap discussions and improve the overall product experience. - Continuously improve Customer Success operations through automation, AI, and better systems. WHAT YOU BRING - 3–6 years of experience in Customer Success, Technical Customer Success, Account Management, Solutions Consulting, or a similar customer-facing role at a high-growth B2B SaaS company. - Experience managing a scaled portfolio of customers while maintaining strong customer outcomes. - Excellent organizational skills with the ability to prioritize across many customers and competing initiatives. - Strong product intuition and customer empathy— you enjoy understanding customer goals and helping them succeed. - A data-driven approach to Customer Success. You're comfortable using product usage data, customer health signals, and CRM insights to prioritize your work. - Excellent written and verbal communication skills across technical and non-technical audiences. - High ownership and comfort operating with ambiguity. You proactively identify problems and drive them to resolution. - A builder mindset. You enjoy creating playbooks, improving processes, and designing systems that scale beyond your own portfolio. - Commercial awareness and an understanding of how adoption drives retention and expansion. - Comfortable using AI tools to automate repetitive work and spend more time solving customer problems. NICE TO HAVE - Experience with developer tools, APIs, AI products, infrastructur…