About the role
About Backstory Backstory (formerly People.ai) is the leading AI answers platform for sales teams. With more than a decade of training AI models on billions of sales interactions, Backstory enables modern sales teams to ask questions and get the right answer in the moment directly within their existing AI workflows. Sales leaders from companies like Red Hat, Five9, Palo Alto Networks, Iron Mountain, TransUnion, Randstad and others rely on Backstory to get trusted answers wrapped in real business context helping them orchestrate deals more effectively and drive revenue. By connecting every signal to the right accounts and opportunities, Backstory shows teams exactly what is happening and what to do next. Customers across industries including enterprise, cybersecurity, data and analytics, and defense use Backstory to drive trillions in pipeline and revenue. Recognized by Gartner and Forrester, the Inc. 5000, Y Combinator Top Companies, and the Forbes AI 50, Backstory is based in San Francisco and backed by ICONIQ Capital, Andreessen Horowitz, Lightspeed Venture Partners, Akkadian Ventures and Mubadala Capital.
The Role As a Lead Customer Success Manager, you will act as a trusted advisor to Sales, Marketing, and Operations leaders within our enterprise customers, helping them maximize their investment in Backstory and achieve measurable business outcomes. You have an interest and passion for revenue technology and supporting sales operations. You will manage a $5M+ book of business across accounts , ensuring high customer retention, expansion, and advocacy. \n
Responsibilities Build and execute strategic success plans with clear business objectives and ROI metrics. Own the customer lifecycle—from onboarding to adoption, renewals, and growth. Identify key adoption milestones and ensure seamless integration into customer workflows.Use data-driven insights to align Backstory's solutions with business objectives Partner with Sales, Services, Product, and Marketing teams to enable cross-functional adoption Identify and develop new champions within top accounts to expand Backstory's influence Work with Sales and Revenue Operations teams to drive renewals and plan for customer growth Partner closely with Sales, Product, and Engineering to drive continuous value delivery Advocate for customers by providing product feedback and insights to influence the roadmap Contribute to Backstory's customer marketing efforts by delivering case studies and references