Customer Success Manager (CSM)

About Conduit

Customer conversations are the backbone of every business. Across real estate industries, financial sectors, and the service industry, communication is the operation. Every part of these businesses start with a conversation.

At Conduit, we're building the AI infrastructure for these conversation-first businesses. We enable operators to build and deploy AI agents that automate complex, high-volume conversational workflows. We are in a position to be the backbone of AI-native operations for the leading companies of the next decade.

However, implementing AI across complex businesses is challenging. There’s technical complexity, cross-functional stakeholders, and upfront setup. But the hardest part isn’t the tools, it’s the mindset shift. Everyone wants to use AI in their business, but few can envision what an AI-driven operation actually looks like. It’s not about bolting AI onto existing workflows. It’s about rethinking the workflow itself. In an AI-first operation, the agent isn’t just supporting the team; it’s steering it.

About the Role

We’re hiring our first Customer Success Manager to work directly with our most important customers. You’ll lead customers through onboarding, implementation, and expansion. We’re looking for someone who is up for the challenge and can turn our implementation motion into a competitive advantage.

You will not just help customers use Conduit, but rather guide them through a transformation. You’ll be the person that helps big companies understand, implement, and ultimately trust AI. You’ll help shape the future of how work gets done, building the infrastructure for conversation-led operations.

We need someone who can think on their feet, think in systems, and operationalize what works. Most importantly, you should be a strong communicator and able to consult with technical and non-technical stakeholders. You’ll join at a pivotal time, helping us scale the success function from early founder-led support into a dedicated team. You’ll report directly to the Head of Product and work cross-functionally with Sales, Engineering, and our Implementation team to shape our approach to success and retention.

What You'll Do

• Own the customer journey from kickoff to steady-state, helping operators design, launch, and iterate their AI agents
• Run onboarding and implementation calls, helping customers configure Conduit to match their native systems and CRMs
• Teach users how to work with AI: how to guide it, when to intervene, and how to continuously improve outcomes through knowledge and automation
• Act as the voice of the customer internally, surfacing feedback and driving improvements to our product and onboarding playbooks
• Build scalable education loops: guides, workflows, activation plans, and light-touch success motions
• Track product usage and intervene early when accounts stall or need support
• Work hand-in-hand with our product and engineering teams to improve the platform through real customer feedback
• Join customer sales calls when needed to accelerate close or unblock activation
• Own account expansion efforts and drive real growth for our customers.

You Might Be a Fit If You…

• You thrive in a team setting. This isn’t a remote role. We’re in the office, often 7 days a week. If you love the grind and want to move fast, you’ll feel right at home.
• Have 3–5 years experience in Customer Success, Solutions, Implementation, or adjacent roles at a high-growth B2B SaaS company
• Are a systems thinker. You look for repeatable patterns and can operationalize what works
• Are deeply curious and empathetic, able to ask the right questions, understand business models, and translate needs into action
• Have strong communication skills: you’re clear, direct, and comfortable working with stakeholders across varying technical fluency
• Are energized by teaching, whether it’s educating a customer or writing internal documentation to help scale success

Nice to Haves

• Experience in hospitality, proptech, fintech, or customer-facing AI tools
• Familiarity with CRMs like Salesforce or Attio, and communication tools like Slack or Webflow, support tools like Gitbook, Loops, Tella, and Teachable
• Ability to write customer-facing content or internal SOPs
• Experience working with AI workflows, logic-based automations, or implementation playbooks