Senior Customer Success Manager, ACAI Travel

• 3-6 years in B2B customer-facing roles (Customer Success, Account Management, Support, or similar)
• High-growth startup experience—comfortable operating in fast-moving environments where things change quickly and processes are still being built
• Technical aptitude—can understand complex technologies, learn to triage bugs, grasp integration issues, and work effectively with Engineering. You don't need to code, but you shouldn't be intimidated by technical conversations
• Genuine relationship builder—you care about customer success and build trust naturally
• Comfortable in the operational weeds—you enjoy being hands-on with customer issues, not just check-in calls
• Organized & reliable—can manage multiple accounts plus open issues without dropping anything
• Clear communicator—good written and verbal skills, active listener
• Proactive with a bias toward action—spots issues before they escalate
• Fluent English and Spanish required
• You think day-to-day support work is core to CS, not "beneath" you
• You thrive in ambiguity and enjoy helping build processes from scratch
• You want partnerships with customers, not purely transactional relationships
• You're comfortable working with technical teams and triaging issues
• You don't need constant direction—you'll have support, but ownership is key

Desirable

• We're hiring a Senior Customer Success Manager to own the post-sale customer journey end-to-end for a portfolio of 4-6 accounts—from onboarding through adoption, value realization, and renewal
• You'll work alongside a Lead CSM who handles our largest enterprise accounts, while you ensure consistent success across your book of business
• This is a hands-on, operationally embedded role in a high-growth startup environment
• You'll be the first line of support for your customers—triaging issues, opening incidents, tracking bugs with Product & Engineering, and staying on top of their day-to-day operations
• You're not doing occasional check-ins; you're deeply familiar with how your customers use the product every day
• You'll directly impact customer retention (target: >95% GRR) while helping build the processes that will scale with us
• You'll report directly to the Co-Founder & CTO, with a clear growth path to Lead CSM or strategic accounts as we expand
• Day-to-Day Operations & Support (30%):
• Be the go-to person for customer issues and questions
• Triage incoming requests—resolve what you can, escalate what you can't
• Respond quickly to keep customers unblocked (target: <3 hours response during business hours)
• Open and document incidents in Linear; create clear bug reports with reproduction steps, customer impact, and priority
• Track issues through resolution with Product & Engineering—you own the issue until it's closed
• Monitor customer usage patterns and automation performance; spot anomalies before customers report them
• Customer Relationship & Engagement (25%):
• Conduct regular Pulse Checks with customers (bi-weekly during onboarding, monthly for established accounts)
• Lead check-ins and periodic business reviews
• Build trusted relationships with key stakeholders at each account
• Create Joint Success Plans for customers at integration kickoff
• Translate customer goals into measurable adoption targets
• Customer Health & Retention (25%):
• Review health dashboards weekly to spot trends across your portfolio
• Identify at-risk signals early and flag to leadership
• Execute intervention playbooks for struggling accounts
• Own renewal processes and timeline management
• Document patterns and contribute to early warning system improvements
• Expansion Support & Commercial Awareness (10%):
• Spot expansion opportunities during customer conversations
• Flag qualified opportunities to Lead CSM or leadership
• Support expansion conversations with customer context and data
• Understand customer ROI and value realization
• Process Building & Voice of Customer (10%):
• Partner with Product on feature requests and bug prioritization
• Document customer feedback with context and business impact
• Contribute to CS documentation, playbooks, and templates
• Help define what "good" looks like as we scale
• Reports to: Co-Founder & CTO
• Why Join Acai?
• Build From Early Stage — Help define CS processes that future hires will use
• Clear Growth Path — Opportunity to move to Lead CSM or strategic accounts
• Real Ownership — Your accounts, your relationships, your impact
• Product Influence — Your customer insights shape what we build
• Learning Opportunity — Travel industry, enterprise SaaS, AI/automation
• Small Team, Big Impact — Work directly with founders in a Zen-inspired culture focused on self-awareness and empowerment