Founding Customer Success Manager

The posting, as Artie wrote it

ABOUT ARTIE

Artie is a fully-managed real-time data streaming platform that replicates production databases into data warehouses and lakes - in real time, with zero maintenance. We make high-volume data replication simple, reliable, and scalable for engineering teams.

Our platform powers mission-critical use cases including fraud and risk monitoring, inventory visibility, customer-facing analytics, and AI/ML workloads.

We’re trusted by teams like Substack, Alloy, and ClickUp, and raised a Series A from top-tier investors including Standard Capital, Y Combinator, General Catalyst, Pathlight, and the founders of Dropbox and Mode.

Artie is built for engineers who care about performance, reliability, and operational simplicity - and we’re growing fast.

ABOUT THE ROLE

We're hiring a Founding Customer Success Manager to own every customer after the contract is signed: onboarding, adoption, renewals, and growing the account.

Today our founders and engineers run post-sales themselves. Our customers love the product and the responsiveness, but at our size that model doesn't scale, and customers deserve one person who owns both their outcome and their commercial relationship. That person is you.

This role is half trusted advisor, half account owner. Our customers are data engineers and platform leads running Artie in production, where a stale table or a missing row matters. You'll be technical enough to diagnose most issues yourself, and commercial enough to carry a renewal and expansion number, negotiate contracts, and run expansion deals end to end. You'll work directly with our founders, sales, and engineering, and set the bar for every CSM and account manager who comes after you.

WHAT YOU'LL DO

Own the customer from signature to renewal

• Be the primary point of contact for your book of accounts, from kickoff through renewal and expansion
• Run onboarding: kickoff calls, internal prep with Engineering, onboarding trackers, and a clear path to first production pipelines
• Set up a regular review cadence with key accounts and use it to learn what Artie powers for them and what's next on their roadmap

Keep customers healthy and get ahead of risk

• Build and maintain account health views (usage, pipeline status, open issues, stakeholder coverage) using our data and AI tools
• Troubleshoot most customer issues yourself (replication lag, schema changes, connector config) and pull in Engineering when it's needed
• When something does go wrong, own the customer side of the incident: a clear timeline, a plain explanation of root cause, and what will prevent it next time

Own renewals

• Run every renewal starting three months out: usage review, pricing, terms, and the conversation itself
• Forecast renewals accurately in our CRM and flag risk early, well before the renewal date
• Negotiate contract terms, multi-year commitments, and price changes, and work through customer procurement and security reviews

Manage and grow yo
[…]
of business and can point to your GRR, NRR, or expansion results

• You've negotiated renewals and expansions yourself: pricing, multi-year terms, procurement, and security reviews
• You keep an honest forecast. Your CRM reflects reality, and nobody is surprised by a churn or a slipped renewal
• Comfortable building relationships from the hands-on engineer up to the VP or CTO who signs the contract
• Technical depth to earn a data engineer's trust: comfortable with SQL, at least one relational database (PostgreSQL, MySQL, SQL Server), and at least one cloud warehouse (Snowflake, BigQuery, Databricks, Redshift)
• You can read a log, reproduce a problem, and write a bug report an engineer can act on without a follow-up call
• Calm and direct in an escalation. You'd rather send a clear, honest update today than a perfect one next week
• Builder's instinct: comfortable with ambiguity at an early-stage startup, where process is something you create, not something handed to you
• Willing to work in-person, 5 days/week at our SF office (relocation covered)

Bonus points

• Familiarity with change data capture, Kafka, or replication tools like Fivetran, AWS DMS, Debezium, or Airbyte
• Experience with usage-based or tiered pricing, and with selling through AWS Marketplace
• You were an early or first CS or account management hire and built the function
• You use AI tools (Claude and similar) to build dashboards, automate follow-ups, and get more done

COMPENSATION & BENEFITS

• 170k-220k OTE. 80/20 Split
• Equity in the company: every employee is an owner
• Medical, dental, and vision insurance
• Unlimited PTO, plus all federal holidays and sick leave
• 401(k) with employer contribution
• $200/month wellness & commuter stipend
• $500/year learning & development allowance
• Free lunch, dinner, and snacks in the office
• Visa sponsorship available

This is a full-time, in-person role at our San Francisco office in the Financial District.