Founding Customer Success Manager - Carla AI
V
Valsoft CorporationVertical Market Software
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2 to 4 years
- Required Skills
- SalesforceHubSpot
Requirements
- 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS
- Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn
- Strong project management instincts
- Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical
- Proactive and empathetic approach
- Comfortable working with data to monitor customer health, spot trends, and inform decisions
- CRM experience (HubSpot, Salesforce, or equivalent)
- Self-motivated, detail-oriented, and comfortable working autonomously in a fast paced, evolving environment
- Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility (preferred)
- Experience onboarding customers onto AI, automation, or voice/conversational technology products (preferred)
- Experience building or materially improving customer success processes, playbooks, or health scoring from scratch (preferred)
- Familiarity with SaaS products and API based integrations (preferred)
- Startup or early stage SaaS experience where you had to build the function, not just run it (preferred)
Responsibilities
- Own customer onboarding and activation
- Lead new customers through implementation: configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows
- Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day
- Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved
- Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows
- Drive retention and customer health
- Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data
- Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them
- Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve
- Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer
- Identify growth and expansion opportunities
- Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases
- Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration
- Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth
- Build the success function
- Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes
- Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot)
- Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers
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