Founding Customer Success Manager

**Location**: Sydney, Hybrid

**About Us**

At Relevance AI, we're building the future of work. Our mission is to enable the next doubling in human prosperity by delegating as much work as possible to an AI Workforce - a team of AI agents working together in a multi-agent system.

We are building an entirely new category and scaling rapidly to meet unprecedented customer demand. We need exceptional talent to help us grow. If you're ready to be part of a trailblazing company that's at the cutting edge of AI, this is the place for you.

**The Role**

We're hiring a Founding Customer Success Manager (CSM) to join our team in Sydney. As our first CSM, you will be pivotal in shaping how our enterprise customers derive ongoing value from their AI agents and the Relevance AI platform.

You'll be responsible for driving Net Revenue Retention (NRR), training new users, identifying AI Ops personas within customer organizations, and expanding use cases post-implementation. If you're someone who thrives in fast-paced environments, has a passion for transformative technology, and can blend strategic thinking with hands-on customer enablement - this role is for you.

**Your impact**

You'll be a core part of the post-sales team, accountable for customer satisfaction, retention, and growth. Your work will directly impact how customers leverage agentic AI across their businesses.

Key responsibilities include:

- Driving net revenue retention by identifying expansion opportunities and leading renewal forecasting.
- Training and certifying new AI Ops personas, helping customers become power users of our platform.
- Leading Quarterly Business Reviews (QBRs) and building trusted advisor relationships with stakeholders.
- Coordinating cross-functional teams including Sales, Solutions Engineering, and Implementation to ensure customer success.
- Developing scalable enablement programs, from onboarding through to advanced use-case deployment.
- Constantly iterating on best practices to scale a high-impact, high-touch customer success function.

**What We're Looking For**
- Proven experience in Customer Success, ideally within a SaaS, AI, or automation-first platform.
- Strong technical enablement capabilities - you can simplify complex concepts for non-technical audiences.
- Demonstrated ownership of renewals and expansion metrics, particularly around NRR.
- Experience managing a portfolio of 15-25 enterprise customers in a strategic, proactive way.
- Skilled at relationship-building across diverse stakeholders - from end-users to executive sponsors.
- Strong business acumen and a knack for spotting scalable use cases and untapped value within organizations.
- Passion for emerging and transformational technologies - and an eagerness to lead customers through change.

**Why Join Us?**
- Work at the forefront of AI with a nimble team that is constantly pushing boundaries. We encourage and celebrate ideas that drive our mission forward.
- We're guided by our five values: truth-seeking, be empathetic, put the customer first, have two gears, and build memories.
- We've set high standards in our high-trust environment - we hire exceptional people to do great work. In return, we reward our people with competitive salaries, unparalleled professional growth and career-defining opportunities.
- Relevance AI is well-funded by leading investors, including Insights Partners, Peak XV, King River Capital.
- As an early team member, you'll play a key role in shaping our future - including our culture, ways of working, and even the benefits we offer. We're laying the foundations now, and your ideas can help define what comes next.

**Benefits**
- **4 Weeks Annual Leave** - Take time to recharge with 20 days of paid vacation
- **ESOP** - Employee Stock Ownership Plan so you can grow with the company
- **AI Productivity Benefit** - Get up to $1200 USD/year to spend on AI tools, courses, and learning resources that help you work smarter and grow your skills
- **Parental Leave** - We offer 12 weeks of paid parental leave for all eligible new parents, and an additional 6 weeks for the birthing parent
- **Milestone Merch** - Celebrate your work anniversaries with customised Relevance AI swag
- **Team Meals** - Enjoy free Friday lunches, Uber Eats dinners, and regular catered office lunches
- **Quarterly Team Events** - Build stronger connections through fun, meaningful team bonding experiences every quarter
- **Social Clubs** - Share your hobbies and interests by joining or starting a club with your teammates. A few clubs we already have are hiking, chess, and board game nights. We also have a social committee you can join - new ideas are always welcome
- **Snacks & Drinks Galore** - Stay energised with a wide selection of snacks and a fully stocked fridge of drinks in the office
- **Community Events** - As the home of the AI workforce, we regularly host events featuring thought leaders, industry partners, and the wider community - right at our offic