Customer Success Manager, Mintlify

• 4+ years in customer success, account management or technical account management at a B2B SaaS company, owning a book of mid-market or enterprise accounts
• A track record of owning a retention number (GRR, NRR or renewal rate) and growing expansion on your book, with results you can name
• Strong commercial instincts: you understand deal structure and discount levers, can forecast renewal risk across a portfolio, and can pitch an expansion to an economic buyer in business terms
• Executive presence: you've turned a cold executive sponsor into an internal advocate and run business reviews that tell a value story, not a status update
• Technical fluency: you're comfortable with Git workflows, Markdown or MDX, web basics (HTML, CSS, JavaScript) and APIs, enough to debug why a customer's docs didn't update after a merged PR
• Comfort working with data: you can read product usage data, reconcile numbers that don't agree and turn signals into action
• Real examples of using AI to build parts of your own customer success workflow
• Strong ownership and candor: you escalate early, push back constructively with internal teams and own outcomes, including the ones that didn't go your way

Desirable

• Mintlify is hiring a Customer Success Manager to own the health, retention and growth of a book of Enterprise customers: companies, from fast-growing AI startups to global enterprises, that run their technical docs, help centers and internal knowledge bases on Mintlify
• You'll be the person at Mintlify who knows where each of your accounts stands and has a plan to move it forward. You'll take accounts over from our Solutions Engineers at go-live, get customers enabled quickly, keep a current read on health and strategy for every account, and work alongside Account Managers to land clean renewals and grow expansion. When something looks off, you raise it early
• This is a commercial role as much as a relationship one. You'll be measured on expansion and gross revenue retention across your book, and you'll help customers measure value in the terms they care about: doing more with fewer people, getting accurate answers from their AI assistants and agents, and keeping critical knowledge current and owned
• Team: Customer Success, working alongside Account Managers, Solutions Engineers and Support Engineering
• Reports to: Ben Terrill, Head of Customer Success
• Own your book from go-live onward. Take a formal handover from the Solutions Engineer, confirm stakeholders and success criteria, and set an initial health score and account strategy for every new account
• Get customers enabled fast. Deliver product training and enablement within 30 days of go-live so teams get value from everything they bought
• Keep a current, defensible point of view on every account. Maintain the health score, account strategy (Expand, Sustain or Defend), competitive read and success criteria in Salesforce, and update them as soon as something material changes
• Stay present and multithreaded. Talk with every account at least once a quarter, run an executive business review with each one at least once a year, and know the economic buyer as well as the day-to-day champion
• Catch risk early and lead the save. Escalate at-risk accounts the same week you see the signal, then build and run the save plan with CS leadership and the Account Manager
• Generate expansion pipeline. Spot expansion signals in usage and conversations (the next team, the next use case or the next surface, such as a help center or internal knowledge base), source qualified opportunities and work them with the Account Manager
• Set up every renewal for success. Kick off renewals at least 90 days out, make the value case with the customer, and lead straightforward renewals when the Account Manager brings you in
• Unblock customers technically. Troubleshoot Git, configuration and content questions yourself, and bring in Support or Solutions Engineers for deeper issues
• Make the next account easier. Turn what you learn into playbooks, templates and AI-assisted workflows the team can reuse, and bring customer feedback to Product
• What success looks like
• 30 days: You know the product, how we run customer success and every account on your book. You've met your Account Managers, Solutions Engineers and largest customers, and every account has a health score, strategy and competitive read
• 60 days: You've talked with every account, success criteria are captured wherever they were missing, and every renewal in the next 120 days has a kickoff plan
• 90 days: Health scores, strategies and Salesforce data are current across your book, every at-risk account has a written save plan, and your first expansion opportunities are in the pipeline
• First year: GRR on your book is at or above target, you've driven meaningful expansion ARR, every account has had an executive business review, and at least one playbook or workflow you built is used across the team