Founding Customer Success Manager
About Us
Gumloop is the piece of AI infrastructure companies roll out to let everyone build agents securely. Let people who understand the problem build and share agents, manage their access to data, choose your AI models and host it all in your own cloud.
We're a small team building as fast as humanly possible. Gusto, Ramp, Shopify, Samsara, Instacart, and Opendoor are running agents on Gumloop across their company. We've raised over $70M from Benchmark, First Round Capital, Y Combinator, Nexus Ventures to scale and are looking for people who care as much as we do to join the team.
Here’s what life at Gumloop is like:
Our beliefs - The Handbook
Our adventures - Wall of Photos
What we’re working on - Changelog
Role Overview
Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise.
What You'll Do
Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business
Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs
Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes
Partner with Solutions Engineers to scope, design, and deliver complex customer solutions
Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments
Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models
What You Bring
6+ years of experience in Customer Success, Account Management, or Solutions Engineering
Experience working directly with C-level executives and navigating large, complex enterprise organizations
You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well
Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations
Comfort operating in a fast-moving, early-stage environment with limited process
Bonus
First or early Success hire at a fast-growing startup
Experience with business process mapping, requirements analysis, and solution design
Ability to understand and articulate AI/ML concepts, API integrations, and software implementation patterns across a diverse set of customer environments
Existing relationships in enterprise technology or IT leadership
Benefits
Highly competitive salary and meaningful equity
Generous paid time off: 24 days for SF employees and 20 days globally, use them as you need
$350/month wellness benefit to spend on gym, spa, equipment, or whatever keeps you at your best
15 days of temporary remote work flexibility per year
401k match up to 6%