Founding Account/Customer Success Manager

• Company: Agave
• Location: San Francisco, CA, US
• Salary: $115K - $165K + 0.05% - 0.15% equity
• Job type: Full-time
• Role: Sales
• Experience: 3+ years
• Visa: Will sponsor

Role Summary

• Title: Founding Account/Customer Success Manager
• Responsibilities include owning retention, expansion, customer success strategy, process building, and cross-functional product input.
• Report directly to CEO.
• Manage customer base growth from $Xm ARR to $XXm ARR+.
• Minimum 2+ years of experience managing customer accounts at a B2B SaaS company, ideally with construction tech experience.
• No formal quota/OTE; compensation shown is salary.

Responsibilities

• Retention and renewal: Build relationships with customer champions and economic buyers; drive on-time renewals; monitor account health; identify churn risks; execute retention strategies.
• Customer escalations: Handle unhappy customers; coordinate with Engineering and Product for issue resolution.
• Expansion and growth: Identify and close expansion opportunities; manage portfolio of 475+ accounts.
• Customer advocacy: Run QBRs with key accounts; gather product feedback; advocate for customer needs.
• Process improvement: Improve customer success processes including playbooks, health scoring, QBR templates, renewal workflows, CRM hygiene, expansion dashboards.
• Cross-team work: Participate in weekly sprint planning with Engineering to represent customer priorities.

Requirements

Hard requirements:

• 3+ years account management experience in B2B SaaS.
• Managed a book of $1M+ ARR involving B2B SaaS accounts.
• Proven customer success and expansion success (retention rates, NRR/GRR metrics).

Soft requirements:

• Hands-on individual contributor mindset.
• Owner mindset with self-direction.
• Strong emotional intelligence (EQ).
• Ability to consistently deliver results.

Nice to have:

• Experience in construction tech industry.
• Startup experience (Series B/C or earlier).
• Experience building processes from scratch.
• Familiarity with accounting concepts.

Benefits

• Healthcare coverage (90% covered).
• 401k matching up to 4%.
• Annual performance bonuses based on company growth goals.
• Relocation bonus for outside Bay Area candidates and bonus for moving closer within Bay Area.
• Meal stipends (breakfast & dinner via DoorDash).
• On-site gym facilities including Peloton, squat rack, Tempo, Yoga setup.
• Visa sponsorship (H1B, TN, etc.).
• Commuter benefits including full Muni pass coverage.

Interview Process

1. Intro Screen (15 min virtual)
2. Writing Exercise (30 min virtual)

Experience Screen (45 min virtual)

1. Case Study (written exercise)
2. On-site interviews (5 x 60 min in SF)