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About the Role
As a Customer Success Manager at Rox, you'll own the post-go-live customer lifecycle, including adoption, health, risk recovery, and expansion readiness. You will manage both guided and lower-touch accounts, enabling Growth Strategists and FDEs to focus on high-stakes managed launches and technical delivery. This is a hands-on, customer-facing role where you will establish a clear operating cadence with accounts, ensure utilization and value are visible, and proactively identify risks before they lead to churn. You will collaborate with Account Executives on expansion opportunities and with Product and Engineering teams to influence the roadmap based on post-sales feedback. If you believe retention is earned through product value and are passionate about building Customer Success from the ground up at an agentic revenue platform, we encourage you to apply.
Responsibilities
- Own a book of post-go-live accounts through Momentum, Growing, At-Risk, and Active Expansion stages with clear success criteria per account.
- Drive adoption and proof of value in the first period after go-live, including consumption ramping, value evidence capture, and adjacent-team introductions.
- Manage the steady-state rhythm for healthy accounts, conducting QBRs with executive sponsors, maintaining live org maps, and generating qualified expansion opportunities for AEs.
- Diagnose At-Risk accounts early, implement a dated recovery plan, and pause expansion efforts until account health improves.
- Partner with Growth Strategists and FDEs on customer handoffs to ensure clarity on ownership and next steps.
- Establish a reliable internal and customer operating cadence, including standups, office hours, metrics reviews, and concise written updates.
- Translate post-sales signals into actionable input for the Product and Engineering roadmap and documentation.
- Develop playbooks and reporting to ensure repeatable time-to-value and health management as the customer base scales.
Requirements
- 3+ years in customer success or post-sales, with ownership of retention, utilization, or expansion outcomes.
- Proven track record managing relationships with VP-level stakeholders or above.
- Strong balance of strategic thinking and operational execution, comfortable switching between executive QBRs and deployment debugging.
- Demonstrated ability to drive measurable time-to-value and convert healthy usage into expansion pipeline.
- Deep empathy for enterprise customers and a passion for their success.
- Strong analytical mindset, fluent in working with metrics, success criteria, and customer data.
- Experience with technical or AI-native products, with the ability to credibly discuss current trends and tools.
- STEM degree or quantitative background preferred.
- Previous experience in consulting, banking, or similar structured environments is a plus.
Skills
- Customer Success
- Post-Sales
- Retention
- Utilization
- Expansion
- Stakeholder Management
- Strategic Thinking
- Operational Execution
- Time-to-Value
- Customer Data Analysis
- Technical Product Understanding
- AI-Native Product Understanding
- Analytical Skills
Location
- San Francisco
Work Type
- Onsite
Experience Level
- 3+ years
Education Level
- STEM degree or quantitative background preferred
Benefits
- Competitive pay with considerable equity upside
- Health Insurance
About the Company
- Rox empowers people to do their best work by providing a platform that supercharges sellers with autonomous revenue agents to handle manual tasks, allowing them to focus on selling.
- The company is reimagining the revenue stack by building the world's first revenue operating system, from the application layer to the system of context, enabling humans to evolve into orchestrators while agents manage the end-to-end customer lifecycle.
- Rox serves Global 2000 leaders in banking, hardware, construction, and sovereign AI, including prominent AI winners like Ramp and Cognition.
- The company is backed by significant investment, having raised $50M from investors such as Sequoia, General Catalyst, Google Ventures, Elad Gil, and Chris Ré.
- Core principles include TASTE (crafting beautiful experiences), OBSESSION (unreasonable commitment and continuous learning), and ACTION (getting things done through thoughtful, fast execution).