Founding Customer Success Manager

About Hyperscale

Hyperscale is building AGI for physical operations. We're a team of ex-Samsara engineers and operators deploying frontier agentic systems in the real world.

The result is a superagent that autonomously handles the highest-volume, most complex back-office workflows physical operations depend on: load coordination, scheduling, support, finance and billing, and more. We're live with some of the largest fleets in the US, running millions of autonomous tasks each week, with strong customer satisfaction. We're backed by top investors and moving fast.

The Role

We're hiring a Founding Customer Success Manager to own the customer relationship after the deal closes. You'll onboard new customers, run a regular meeting cadence with every account, drive adoption, and handle inbound support. The split is roughly 70% customer success and 30% support.

Onboarding is the core of the job: running workshops with customer teams, doing hands-on setup to connect their systems, and getting them from signed contract to daily usage. From there you'll keep accounts healthy with regular meetings, new use cases, and fast answers when something isn't working.

This is a founding role. There is no CS team or playbook yet. You'll build both, working directly with the founders, and use our own agent to automate the repetitive parts as the customer base grows. If you like working directly with customers and building from scratch, this role is for you.

What You'll Do

Onboarding

Own onboarding for every new customer, from kickoff to daily usage

Run onboarding workshops with customer teams, from leadership to end users

Do the hands-on setup: accounts, integrations, and permissions

Coordinate with engineering on technical setup and keep onboardings on schedule

Ongoing success

Run a regular meeting cadence with every customer

Share updates and new capabilities with customers to encourage usage

Work with customers to find new use cases and expand what the agent handles for them

Track account health and drive every customer toward full rollout

Support

Field inbound support requests: resolve what you can, and route the rest to engineering and product with the context they need to prioritize

Follow up with the customer when fixes ship

Set up support tooling as volume grows: ticketing, a knowledge base, and runbooks for common issues

Define and track support metrics (response time, resolution time, CSAT)

Scaling the function

Build the onboarding and success playbook from scratch

Use AI to automate the repetitive parts of the job: meeting prep, health tracking, follow-ups, support triage

What Success Looks Like (First 90 Days)

Running customer meetings independently with minimal founder involvement

New customers onboarded end to end and using the product daily

A clear support process connecting customers, engineering, and product

A documented onboarding playbook

Who You Are

3+ years in customer success, implementation, or onboarding at a B2B SaaS company, ideally early stage

Comfortable running a high volume of customer meetings every week

Highly comfortable talking to customers, including non-technical operators and executives

Technical enough to handle hands-on setup work: accounts, integrations, API keys, and permissions

Organized and dependable: you can manage many accounts at once without letting things slip

Strong written and verbal communication

High agency, comfortable with ambiguity and moving fast in an environment where the playbook does not exist yet

Excited to use AI aggressively in your own work, not just in the product you support

Nice to Have

Experience supporting AI products or other complex technical systems in production

Prior experience standing up a CS or support function at an early-stage company

Location

San Francisco preferred (in-person). We move quickly and value tight feedback loops across success, product, engineering, and customers.

Why Hyperscale

Real product in production with major US fleets

Clear ROI and strong metrics already working in the wild

Own the customer success function from day one, with a path to CS leadership as we scale

Direct access to founders, product, and engineering with immediate impact

Backed by top VCs and growing quickly - doubling the team this year