Customer Success Manager

WHY MINTLIFY? We're on a mission to empower builders. - Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch. - Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory. - Culture of slope over y-intercept https://mattrickard.com/hire-slope-not-intercept: We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. ABOUT THE ROLE This is an customer-facing role focused on strategic relationship management and retention. You'll own some of our highest-value accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies. This role requires strong relationship-building skills, commercial acumen, and experience managing complex stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes. KEY RESPONSIBILITIES - Own and manage a customer portfolio - Establish regular touch points and quarterly business reviews with key stakeholders across - Build relationships with leadership and technical decision-makers - Create comprehensive account mapping across multiple functions and product teams - Drive cross-functional adoption and strategic initiatives - Identify and develop growth opportunities based on product usage and business needs - Partner with sales team on account planning and expansion opportunity development - Implement proactive retention strategies and early warning systems for at-risk accounts - Help build processes for onboarding, adoption, renewal, and expansion - Build customer advocacy programs - Work with Product team to translate feedback into product requirements - Collaborate with Support on technical issue resolution - Partner with Marketing on customer advocacy, testimonials, and thought leadership - Align with Sales on seamless account management and growth strategies This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization. SUCCESS METRICS You'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming account management from reactive to strategic, with measurable impact on customer outcomes and business growth. REQUIRED TECHNICAL QUALIFICATIONS - Experience in customer-facing technical roles and managing large customers - Strong communication skills with the ability to explain technical concepts clearly - Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform - Experience with web development (HTML, CSS, JavaScript) - Familiarity with Git workflows and version control concepts - Understanding of API documentation and technical writing principles - Experience working with customer data across multiple platforms - Comfortable with product analytics tools - Ability to create automation workflows across customer success tools ADDITIONAL QUALIFICATIONS Nice to have, not required - 5+ years in Customer Success or Technical Account Management - Background in developer tooling, API products, or technical documentation - Comfortable with prompt engineering and experience with AI/ML applications COMPANY BENEFITS: - Competitive compensation and equity - 20 days paid time off every year - 401k or RRSP - $420/month wellness stipend - 100% coverage for Health, dental, vision - Free Ubers to and from work - Free lunch and dinners - Annual team offsite (previously went to Alaska, Hawaii)