About SuperAGI
SuperAGI is an AI-first company building cutting-edge autonomous agent infrastructure for developers and enterprises. As our product footprint and customer base scale rapidly, Customer Success is a core growth engine directly responsible for retention, expansion, and customer lifetime value.
We are building a CS organization that owns Net Revenue Retention (NRR), product adoption, and long-term customer value, while delivering a consistently high-quality customer experience.
Role Overview
As a Customer Success Manager (CSM), you will own the post-sale lifecycle for a portfolio of SMB and Mid-Market customers from onboarding conversion and early value realization to sustained adoption, expansion, and renewal.
This is a revenue-accountable role. You will be responsible for driving NRR through renewals, upsell, and cross-sell, increasing product consumption, and ensuring customers clearly realize ongoing business value from SuperAGI.
This role requires working US business hours to support a primarily North Americabased customer base.
Key Responsibilities
Revenue, Retention & Expansion
- Own Net Revenue Retention (NRR) for a mixed SMB and Mid-Market book of business
- Drive renewals, churn prevention, and expansion revenue (upsell and cross-sell)
- Identify expansion opportunities based on customer maturity, usage patterns, and outcomes
- Partner closely with Sales on renewals and expansion motions as needed
Onboarding, Adoption & Product Consumption
- Ensure strong onboarding conversion, helping customers reach first value quickly
- Increase product adoption and ongoing consumption through structured success plans and lifecycle engagement
- Monitor customer health, usage data, and engagement signals to proactively manage risk and growth
Customer Value & Experience
- Serve as the primary post-sale owner and trusted advisor for customers
- Align SuperAGI capabilities to customer business goals and measurable outcomes
- Manage escalations and coordinate cross-functionally with Support, Product, and Engineering
Execution, Feedback & Scale
- Maintain accurate customer data in CRM and CS tools to support forecasting and decision-making
- Capture and synthesize customer feedback to influence product roadmap and GTM strategy
- Contribute to onboarding flows, lifecycle programs, playbooks, and customer education content
What We're Looking For
- 57 years of experience in Customer Success, Account Management, or a revenue-focused post-sale SaaS role
- Hands-on experience managing both SMB and Mid-Market customers
- Proven track record of driving renewals, expansion (upsell/cross-sell), and retention
- Strong understanding of SaaS lifecycle management, adoption metrics, and usage-based growth
- Excellent communication and stakeholder management skills
- Ability to operate effectively in a fast-paced, high-ownership startup environment
- Experience with CS and CRM tools (HubSpot, Intercom, Vitally, Gainsight, etc.)
- Technical curiosity or familiarity with AI, APIs, or developer platforms is a strong plus
- Ability to consistently work US time zones
Why Join Us
- Own revenue-impacting outcomes in a high-growth AI company
- Work at the intersection of Product, Sales, Engineering, and Customers
- Build and scale CS motions across SMB and Mid-Market segments
- High autonomy, ownership, and opportunity to shape the CS function
- Competitive compensation and meaningful growth opportunities
