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About the Role
Base is building the AI Customer Growth Platform for modern B2B companies, helping them orchestrate customer engagement across the post-sale lifecycle. This role involves leading and redesigning an AI-first, value-obsessed Customer Success organization, owning key customer lifecycle stages and partnering closely with Product and Engineering.
Responsibilities
- Own customer onboarding, implementation, and time-to-value.
- Drive product adoption, measurable outcomes, and ongoing value realization.
- Identify growth potential through upsell, cross-sell, and expansion.
- Define customer segmentation and appropriate engagement models.
- Manage customer health, identify risks, and intervene early to prevent churn.
- Oversee the day-to-day strategic relationship with customers.
- Ensure Customer Success, onboarding, and support team performance.
- Handle strategic, complex, and at-risk customer situations.
- Develop customer education, enablement, communications, and advocacy programs.
- Build and maintain executive relationships and alignment around business outcomes.
- Optimize customer coverage, team capacity, productivity, and operating cadence.
- Leverage customer data, systems, automation, and AI-enabled workflows.
- Establish strong feedback loops among customers, Product, Engineering, Revenue, and Marketing.
- Redesign how customer work gets done using AI, focusing on human expertise, product delivery, automation, and AI agents.
- Improve onboarding speed, personalization, and scalability.
- Utilize product usage, conversations, support activity, and sentiment for early risk identification.
- Automate or eliminate repetitive activities.
- Enable each team member to support more customers while improving their experience.
- Achieve better customer outcomes, fewer manual processes, earlier insights, and materially higher productivity per person.
Requirements
- Have built or materially improved Customer Success in a B2B SaaS company at a similar stage.
- Have led onboarding, adoption, customer health, retention, or support motions.
- Are exceptional directly with customers and still enjoy customer-facing work.
- Can engage credibly with day-to-day users and senior executives.
- Understand how to connect product adoption to measurable business outcomes.
- Have personally led complex, strategic, or at-risk customer situations.
- Have hired, coached, and developed customer-facing teams.
- Understand segmentation, capacity, productivity, and cost-to-serve.
- Think systematically about customer health rather than relying only on CSM sentiment.
- Have strong product instincts and can translate customer patterns into actionable feedback.
- Know how to partner with Revenue without turning CSMs into salespeople.
- Have used AI, automation, or product-led workflows to improve customer outcomes and efficiency.
- Are comfortable operating without multiple management layers or a large support organization.
- Will build an AI-native customer organization that helps customers achieve measurable value, creates experiences they want to advocate for, and provides the foundation for durable retention and growth.
- Will not focus primarily on managing managers.
- Will not be an Account Management or renewal-closing role.
- Will not operate a model in which every customer receives the same level of human engagement.
- Will not be measured primarily by meetings, QBRs, or activity.
- Will not have a mandate to scale by continually adding CSM headcount.
- Will not maintain a mature, fully defined system.
- This is a senior leadership role, but it is intentionally hands-on.
Skills
- AI
- Customer Success
- Customer Experience
- Onboarding
- Implementation
- Adoption
- Customer Health
- Support
- Advocacy
- Product Management
- Engineering
- Customer Segmentation
- Churn Intervention
- Customer Education
- Customer Enablement
- Executive Relationship Management
- Customer Data Analysis
- Automation
- AI-enabled Workflows
- Feedback Loops
- B2B SaaS
- Product Adoption
- Business Outcomes
- Team Coaching
- Team Development
- Capacity Planning
- Productivity Optimization
- Cost-to-Serve Analysis
- Systematic Thinking
- Product Instincts
- Revenue Partnership
- Product-led Workflows
Location
- San Francisco Bay Area
Work Type
- Hybrid
- Full-time
Experience Level
- Senior leadership
- Hands-on
About the Company
- Base is building the AI Customer Growth Platform for modern B2B companies.
- We help companies orchestrate customer engagement across the post-sale lifecycle—from onboarding and adoption to expansion, advocacy, and retention—through one unified platform.
- We are a growing startup serving sophisticated enterprise Marketing, Customer Success, and GTM organizations that are rethinking how they operate in the age of AI. We are doing the same internally.