Founding Customer Success Manager

About this role

Location:
US (Remote) |
Comp:
$120K–$180K + significant equity

KarmaSuite is a VC-backed SaaS startup ($4.5M Seed) automating grants management (post-award) for nonprofits. We're small, moving fast, and building the category-defining platform for 1.8M nonprofits in the US using tooling that's decades behind.

We're hiring a
Founding Customer Success Manager
— not a ticket-closer, but someone who can build the CS function from scratch while owning a book of business today.

What you'll do:

• Own the full post-sale customer lifecycle: onboarding, adoption, expansion, retention.
• Build the playbooks, processes, and metrics that don't exist yet. We need structure created from ambiguity, not inherited from a predecessor.
• Counsel customers through change management — migrating nonprofits off spreadsheets and legacy accounting tools requires equal parts empathy, expertise, and urgency.
• Drive commercial outcomes: identify expansion opportunities, create urgency around timelines, and protect revenue.
• Be the connective tissue between customers and our product/engineering teams.

Who You Are:

- Sharp.
You pattern-match fast, learn new domains in days not months, and operate well above your title.
- Persuasive.
You know how to create urgency without pressure. You've sold renewals, expansions, or transformational change to skeptical stakeholders.
- A builder.
You've stood up CS playbooks, health scoring, or onboarding frameworks in early-stage or high-ambiguity environments — and can show the results.
- Rigorous.
You're comfortable in spreadsheets, financial data, and complex multi-stakeholder implementations.

Requirements:

• 4–8 years in Customer Success, Account Management, or a consultative client-facing role.
• Demonstrated experience building CS infrastructure (playbooks, segmentation, lifecycle frameworks) — not just executing someone else's.
• Track record of driving net retention, expansion, or commercial outcom...