CPOHQ + Knoetic AI · 3 months ago
Lead Customer Success Manager (CSM), reports to CEO
New York City
Full-time
Onsite
Senior Level, Lead/Staff
4+ years expKnoetic is on a mission to build the 'Second Brain' for Chief People Officers and their HR teams, supported by significant investment. The Lead Customer Success Manager will be responsible for driving product adoption and renewals while scaling customer success through innovative strategies and direct engagement with C-level executives.
AnalyticsBusiness IntelligenceData IntegrationProfessional NetworkingSaaS
Responsibilities
Drive adoption, renewals, and expansion for an AI-first product suite
Scale Customer Success with agents and automation, not headcount, shape the roadmap with Product & Eng, and turn mid-market customers into power users
Lead CSM, 1-person army. You’ll be the operating core of Customer Success and a force multiplier across the organization
Start hands on with 30-50 accounts, scale toward 100+ as we grow and as we build supporting systems
Primarily mid-market (250-1500 employees)
You love product, think like a PM, and earn roadmap influence by bringing customer insights, data, and taste
Bias to action, ship fast, and use minimum viable process to create repeatable results and scale
Work directly with C-level executives in 1-1s, QBRs, and build deep executive relationships with the entire C-suite
Build a 1-week, 2-week, and 30-60-90 onboarding that reliably lands integrations, training, and first value
Deliver hands-on trainings at high velocity - e.g., 50 distinct CPO/account sessions in 4 weeks (2-3 per day) - then codify the playbook
Cut time to value with clear “go-live” criteria (integrations live, X dashboards shipped, Y execs active)
Stand up a QBR system you can prep in ≤2 hours that drives adoption and concrete expansion hypotheses
Partner w/ product to drive in-product guides, automated nudges, webinars, and CPOHQ community activation to lift breadth of usage
Produce reference stories and partner with Product to ship 2-3 adoption-driving improvements/month across workflows, content, and integrations
Qualification
Required
4-10 years in high-intensity customer success or adjacent roles (product, success engineering, solutions, consulting)
Exec presence with C-suite
Product + GTM fluent
AI-native operator
Positive, inspiring, happy influence on every team
Experience with growth from single-digit to double-digit millions
Analytical and comfortable with product analytics and spreadsheets; can define metrics and instrument funnels
Company
CPOHQ + Knoetic AI
Knoetic’s mission is to empower the next generation of CPOs and People leaders with the right information at the right time.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$54MKey Investors
EQT VenturesAccelPear VC
2022-09-21Series B· $36M
2021-08-25Series A· $18M
2020-03-01Seed
Leadership Team
Adriana Roche
CPOHQ Founding Member
Adrienne Rampaul
CPOHQ Founding Member
Recent News
2025-12-16
2023-12-20
Company data provided by crunchbase