Granola · 7 hours ago
Founding Customer Success Manager
San Francisco Bay Area
Full-time
Onsite
Mid, Senior Level
4+ years expGranola is an innovative company creating an AI-powered notepad to enhance productivity during meetings. They are seeking a Founding Customer Success Manager to develop and manage post-sales processes for their key customers, focusing on onboarding, education, and long-term retention strategies.
Artificial Intelligence (AI)Information TechnologySoftware
No H1B
Hiring Manager
Elliot Nash
Responsibilities
Own and build our renewals and expansion pipeline across business, enterprise, and high-potential accounts, from onboarding through renewal
Design and run onboarding programs:
Scale onboarding (office hours / group sessions) for cohorts of customers
High-touch, dedicated onboarding for strategic accounts, including custom kickoffs with Sales and Recruitment
Develop and iterate activation, adoption, and retention strategies across in-app journeys, email programs, and education content
Become a product expert and trusted advisor to customers, helping them design workflows, best practices, and change management around AI-powered note-taking
Help shape our CS playbook from scratch: processes, metrics, cadences, and how we segment and support accounts over time
Collaborate closely with Sales, Product, and Leadership to bring customer insights into roadmap and go-to-market decisions
Take on light technical ownership around AI integrations and setup (e.g., MCP-style integrations, AI tooling) as the product evolves
Represent the voice of the customer internally and help define what 'great' Customer Success looks like at Granola
Qualification
Required
4+ years in Customer Success (ideally 5+), with at least 2 years managing a consistent book of business at the same company throughout the post sales lifecycle (onboarding, adoption, renewal / upsell)
Experience in PLG / high-velocity SaaS environments (think Intercom, HubSpot-style companies, or earlier-stage Monday.com/Asana-type products), rather than large, heavy enterprise motions
Proven experience running structured onboarding, customer education, and renewal processes for B2B SaaS
Comfort working with modern SaaS and GTM stacks, such as Attio (or similar CRMs), Stripe, Juro, Omni. Experience with AI products & integrations is a strong plus
US-based and able to work from San Francisco 5 days a week once we have an office (no visa sponsorship available)
You're a builder: you're resourceful, self-sufficient, and excited to create CS processes, playbooks, and systems from the ground up
You're hungry and ambitious, and you care about growth, impact, and taking on wide scope in a small team
You're genuinely customer-obsessed: you build strong rapport, ask sharp discovery questions, and leave people feeling understood and supported
You're curious about product and AI, and you enjoy digging into how things work and pushing for deeper understanding
You communicate clearly, collaborate well with Sales and Product, and are comfortable operating with ambiguity in a fast-moving startup
Preferred
Hands-on experience with AI tooling or integrations (e.g., MCP-style integrations, AI-powered workflows, or similar)
Prior experience in a founding or early CS role where you built or materially shaped the function
Company
Granola
Granola is an AI software company that provides transcribes and refines notes for professionals.
11-50 employees
Funding
Current Stage
Early StageRecent News
Business Insider
2025-11-10
2025-10-01
2025-09-19
Company data provided by crunchbase