Customer Success Manager

Why Mintlify?

We're on a mission to empower builders.

Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch.

Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory.

Culture of slope over y-intercept : We value learning velocity, grit, and unapologetically unique personalities.

We grew in value faster than headcount and we’re looking to align the two quickly.

About the Role

This is an customer-facing role focused on strategic relationship management and retention. You'll own some of our highest-value accounts, building systematic processes to drive adoption, retention, and a great customer experience while establishing yourself as a trusted advisor to some of the world's leading technology companies.

This role requires strong relationship-building skills, commercial acumen, and experience managing complex stakeholder relationships. You'll be responsible for transforming reactive account management into proactive strategic partnerships that drive measurable business outcomes.

Key Responsibilities

Own and manage a customer portfolio

Establish regular touch points and quarterly business reviews with key stakeholders across

Build relationships with leadership and technical decision-makers

Create comprehensive account mapping across multiple functions and product teams

Drive cross-functional adoption and strategic initiatives

Identify and develop growth opportunities based on product usage and business needs

Partner with sales team on account planning and expansion opportunity development

Implement proactive retention strategies and early warning systems for at-risk accounts

Help build processes for onboarding, adoption, renewal, and expansion

Build customer advocacy programs

Work with Product team to translate feedback into product requirements

Collaborate with Support on technical issue resolution

Partner with Marketing on customer advocacy, testimonials, and thought leadership

Align with Sales on seamless account management and growth strategies

This role works cross-functionally with sales, support, customer success, and our CEO to ensure scaled customers achieve rapid implementation and value realization.

Success Metrics

You'll be measured on customer retention, expansion opportunity generation, customer satisfaction, and your ability to build scalable processes that support our growth. Success in this role means transforming account management from reactive to strategic, with measurable impact on customer outcomes and business growth.

Required Technical Qualifications

Experience in customer-facing technical roles and managing large customers

Strong communication skills with the ability to explain technical concepts clearly

Strong eye for design and attention to detail - you'll help customers transform their current docs experience into an enjoyable content management platform

Experience with web development (HTML, CSS, JavaScript)

Familiarity with Git workflows and version control concepts

Understanding of API documentation and technical writing principles

Experience working with customer data across multiple platforms

Comfortable with product analytics tools

Ability to create automation workflows across customer success tools

Additional Qualifications

Nice to have, not required

5+ years in Customer Success or Technical Account Management

Background in developer tooling, API products, or technical documentation

Comfortable with prompt engineering and experience with AI/ML applications

Company Benefits:

Competitive compensation and equity

20 days paid time off every year

401k or RRSP

$420/month wellness stipend

100% coverage for Health, dental, vision

Free Ubers to and from work

Free lunch and dinners

Annual team offsite (previously went to Alaska, Hawaii)