Customer Success Manager, Kernel AI

• We are looking for someone with an entrepreneurial mindset who thrives in ambiguity and can define processes, not just follow them
• B2B SaaS Experience: 2–4 years of experience managing a book of business in B2B Enterprise SaaS. You know the mechanics of QBRs, success plans, and renewal cycles cold
• Commercial Fluency: You have a "customer shareholder" mentality. You understand how to identify pain points that lead to revenue expansion and aren't afraid of commercial conversations
• Data & Tech Savviness: You are comfortable working with data. You can tell a story using charts and usage metrics, and you can hold your own in conversations with RevOps and technical teams
• High EQ & Resilience: You can read a room (or a Zoom call). You know when to push, when to listen, and how to navigate uncomfortable situations without shying away from hard questions

Desirable

• We are looking for a high-slope Customer Success Manager to own the post-sales journey for our growing enterprise customer base
• You will move our CS motion from reactive support to proactive partnership, managing a book of business worth ~$2M ARR across multiple high-value clients
• This is a foundational hire — you will be the second member of our CS team and will play a key role in building out the playbook from the ground up
• This is a commercial and technical role
• You won't just be "checking in" — you will be speaking the language of RevOps, using data to prove value, and identifying early opportunities for expansion
• You will work directly with the Customer Success team, commercial leadership, and product teams to ensure our customers don't just use Kernel, but rely on it as mission-critical infrastructure
• Own the Customer Relationship: Manage a portfolio of enterprise accounts (approx. $2M ARR), acting as the primary strategic partner from onboarding through to perpetual renewal
• Drive Retention & Expansion: Own the commercial outcomes. You will proactively identify churn risks, spot expansion opportunities (upsell/cross-sell), and navigate renewal negotiations to ensure it is easy for the client to say "Yes."
• Deliver Measurable Value: Move beyond "feeling good" to "proving value." You will run data-driven QBRs and success plans that demonstrate ROI to customer stakeholders
• Enablement & Adoption: Drive incremental adoption across your accounts. You will work with customers to expand usage step-by-step, starting with core workflows and progressively unlocking advanced features as they mature
• Voice of the Customer: You are the ear to the ground. You will aggregate product feedback and friction points, channeling them directly to Product and Engineering to shape our roadmap
• You will report to Anders Krohn (founder and CEO) and work closely with the customer success, commercial and product team to define and execute the CS playbook

• Stage 1 – First interview (30 min): You will get an overview of Kernel and discuss your motivations and strengths
• Stage 2 — Case interview (60 min): Present a take-home customer scenario shared in advance
• Stage 3 – Values interview with Founders (45 min): Meeting with Founders to assess cultural fit
• If there is mutual fit, we move to references and offer