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 your accounts
- Carry a renewal and expansion number for your book of business
- Build account plans for top accounts: who the stakeholders are, what Artie powers today, and where it could go next
- Multi-thread beyond the day-to-day engineers to data leaders, platform owners, and budget holders
- Find and close expansion end to end: new databases, new teams, new use cases, and higher-volume tiers, from scoping and pricing through proposal and signature
- Partner with Account Executives on the handoff into onboarding, and on larger expansions that look like new deals
- Keep billing clean: invoicing contacts, AWS Marketplace private offers, and follow-up on overdue invoices
- Turn happy customers into references, case studies, and referrals
Be the voice of the customer
- Track customer feature requests and engineering workstreams, with clear priority and owners
- Bring patterns from the field to Product and Engineering to shape the roadmap
Build the CS function
- Turn our existing playbook into repeatable processes for…