The AI Customer Success Manager will manage the customer journey, driving onboarding, customer engagement, product expertise, and account growth while building the Customer Success function from inception.
Position Summary
We're hiring our first Customer Success Manager to be the face of Raylu and make our product indispensable to customers. You'll own the full customer journey - from first login to daily power user - while living at the nucleus of the company as the bridge translating customer insights into product improvements.
Responsibilities:
- Onboarding & Trial Conversion: Quickly educate teams on Raylu, understand their workflows deeply, and tailor the product to solve their specific research problems.
- Metrics & High-Touch Customer Engagement: Set up dashboards and be obsessed with customer activity. Reach out when engagement drops or when customers need guidance to use the platform effectively. Anticipate customer needs and deliver product updates, new features, and solutions before problems arise.
- Product Expertise & Roadmap Influence: Master Raylu best practices. Synthesize customer feedback into clear product requirements that shape our roadmap.
- Expansion & Growth: Drive renewals and account growth by quantifying value delivered and identifying expansion opportunities across customer accounts.
- Customer Success Foundation: Help build the CS function from scratch - creating repeatable processes, playbooks, dashboards, and operational frameworks that scale as we grow. Work directly with Partnerships, Sales, and GTM.
Who You Are:
Experience:
- 2-5 years in: customer success/account management at a hyper-growth B2B startup or finance in PE or VC, consulting, or
Mindset & Skills:
- Customer-centric with strong product sense: deeply understand how investors think and operate, grasp their workflows quickly, and translate needs into clear requirements
- Scrappy, resourceful, and action-oriented: structure ambiguous problems, pick things up quickly, juggle multiple initiatives, and deliver results in a fast-paced environment
- Live at the intersection of technical and non-technical: comfortable learning AI/LLM tools, becoming a product expert in prompt engineering, and translating between customer needs and engineering teams
- Excellent communication and relationship-building skills with the ability to work professionally with executives, managers, and analysts alike
- Revenue-minded: comfortable discussing expansion and contracts while always prioritizing customer value
Nice to Have
- Prior experience building Customer Success processes or programs from 0→1
- Obsessed with startup/funding/financial news, deep familiarity with private market investing workflows and sourcing strategies
Logistics:
- Compensation: $140K - $190K salary, $50K-100K equivalent in new hire equity (4 year vest)
- Location: New York City. We are a fully in-office team working out of Midtown Manhattan Monday through Friday. We allow for WFH days when anyone is traveling, but we do not allow for permanent remote work.
- Benefits:
- Generous health, dental, and vision insurance
- 401k with 3% automatic contribution (no vesting)
- Paid Lunches
- Wellness and Citi Bike benefit
Raylu New York, New York, USA Office
New York, New York, United States
Similar Jobs
Cloud • Legal Tech • Professional Services • Software
Own success for a portfolio of AI product customers, drive AI adoption and value, develop playbooks and best practices, gather product feedback, partner cross-functionally, and enable customers through training and consulting to scale AI use cases and expansion.
Top Skills:
AutomationGenerative AiLitifyLitifyaiPrompt-Based WorkflowsSaaS
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Leads and develops a team of Solutions Engineers supporting mid-market accounts. Partners with sales, product, value management, and advisory teams on complex, multi-product deals; oversees technical discovery, solution design, demonstrations, proofs of value, executive presentations, forecasting, account planning, and coverage models. Uses performance data to improve team productivity and standardizes presales practices. Contributes to global strategy, scalable playbooks, customer-outcome narratives, and cross-functional initiatives while serving as an executive-ready technical leader.
Top Skills:
AgileAICloud ArchitecturesCRMDevOpsEnterprise Work ManagementEsmGuardIntegrationsItsmRovoSaaS
Big Data • Fintech • Information Technology • Insurance • Financial Services
Manage delivery of a portfolio of AI and data science projects from planning through implementation. Coordinate technical and non-technical teams, dependencies, requirements, budgets, timelines, and stakeholder expectations. Lead Agile ceremonies, drive accountability, translate AI capabilities into actionable requirements, and proactively identify and mitigate risks across complex, concurrent initiatives.
Top Skills:
Agentic AiAgileArtificial IntelligenceConfluenceData ScienceGenerative AiJIRAMachine Learning
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
