About the role
Founding Customer Success Manager Features Solutions Sales Teams Sales Engineering Teams Proposal Teams IR Teams Integrations Resources Blog Case Studies Security About Careers Contact Log in Log In Contact Founding Customer Success Manager About Arphie Arphie is building AI knowledge agents that transform how companies complete their most painful workflows, starting with RFP and questionnaire response. Our platform connects to customers' existing knowledge bases — Google Drive, Confluence, SharePoint, Notion, and more — and uses a proprietary agent-based approach to generate first-draft responses in a fraction of the time, reducing a typical 25-hour process to roughly 6 hours of high-value review. Backed by General Catalyst and trusted by leading AI labs, high-growth companies, and publicly-traded firms alike, we're a tight-knit team with strong traction and full runway. This is a rare opportunity to be a foundational hire and help shape how Arphie operates at scale. The Opportunity We're hiring our first ever Customer Success Manager. You won't be stepping into a playbook — you'll be writing it. You'll help design and own the full post-sale customer experience: from onboarding brand-new accounts, to managing day-to-day support tickets, to running QBRs. As we grow, you'll also have the opportunity to hire and lead a CS team you help design. This role sits at the intersection of relationship management, product expertise, and operational hustle. You'll work directly with the founders and the engineering team, reporting into the Chief of Staff, giving you outsized visibility and influence over the product roadmap from day one.
What You'll Do Customer Lifecycle Management Onboarding, Training & Enablement Own the end-to-end onboarding process for every new customer — from environment setup, to kickoff, to first value milestone Build and maintain enablement materials: setup guides, training decks, walkthroughs, and other creative ideas Create scalable customer education programs — webinars, workshops, and written content — to keep customers current as the product evolves Product & Cross-Functional Collaboration Act as the conduit between customers and internal teams — gather feedback, document feature requests, and share insights to Engineering and Product Design and run QBRs (Quarterly Business Reviews) to capture strategic feedback that directly feeds into product planning Become the internal expert on Arphie's products — you'll be the go-to voice for what customers need next and shape the product roadmap Customer Health, Retention & Growth Own your book of business end-to-end — the primary point of contact, trusted advisor, and go-to product expert for every account Monitor health scores, adoption metrics, and usage trends; proactively prevent churn and surface expansion opportunities Lead QBRs with customer leadership, presenting ROI data and a roadmap for deeper adoption Support & Ticket Management Arphie is known for exceptional customer support – continue to raise the bar by providing world-class support by taking ownership on customer issues - triage, respond to, and resolve inbound tickets with urgency, working closely with Engineering and Product to close issues quickly Build and grow documentation that enables self-service and reduces ticket volume over time Identify patterns across tickets that signal product gaps or onboarding friction and surface them to
