Customer Success Manager

3–6 years of experience in Customer Success, Solutions Engineering, or Account Management at a SaaS, API, or developer tools company. Strong technical aptitude—you can engage with technical customers and understand their use cases. Proven ability to drive product adoption and build long-term customer relationships. Experience partnering with Sales to support renewals, expansions, and pipeline generation. Excellent communication and relationship-building skills, with comfort interacting at multiple levels (developers, product managers, executives). Highly organized, proactive, and empathetic. Experience with CRM and customer success tools (e.g., Salesforce, HubSpot, Gainsight) and a data-driven approach to customer health. Comfortable in a fast-paced, early-stage startup where processes are still being built. A natural problem-solver who enjoys helping customers succeed and finding opportunities for growth.

Drive adoption and engagement of LiveKit’s platform across assigned customer accounts. Partner closely with Account Executives as a strategic co-pilot. Support customer needs and questions with fast, clear, and empathetic responses. Qualify new leads and expansion opportunities, surfacing upsell/cross-sell opportunities to Sales. Build and maintain trusted relationships with customer stakeholders. Guide new customers through onboarding, enablement, and best practices. Develop and deliver success plans that align LiveKit’s capabilities to customer goals. Proactively monitor customer health, usage patterns, and feedback to identify risks and opportunities. Act as the voice of the customer internally, sharing insights with Product, Engineering, and Marketing. Contribute to building scalable CS playbooks, processes, and documentation for the team.