Senior Customer Success Manager

ABOUT REFORGE

Reforge is evolving to empower product teams beyond education. Alongside expert training, we now offer AI-powered tools designed to help teams ship high-quality software faster. With two innovative tools already launched and more on the way, we combine cutting-edge software with the earned insights of the world’s top practitioners. Join us as we shape the future of product management!

OUR OPERATING VALUES

Our operating values are opinionated on purpose. We don’t aim to be everything to everyone. Their distinctness is meant to be used as a common set of threads that bond us together on our mission. We use our values to operate, solve problems, make decisions, evaluate/reward team members, and determine who and how we hire. You can see our full set of values and the decisions behind them.

1. ⛴️ Delivering value to customers is all that matters.
2. 🔂 Maximize the pace of improvement.
3. ⚡️ Small teams do bigger things.
4. 🧠Think like an underdog.
5. ⚙️ Be a problem-solving machine.

ABOUT THIS ROLE

• Create the Customer Playbook: You will be the first customer success hire on this product. Take over success from the founders to create playbooks, iterate, improve and scale for a rapidly growing and healthy product.
• Product-Savvy Buyers: You’ll partner with Product Managers, VPs Product, and CPOs—people who value insight over hand-holding.
• AI-Powered CS: Help craft automated nudges, health-score predictors, and self-serve expansion flows using GenAI—then test them live.
• Startup Velocity, Principal Autonomy: <40 teammates, zero red tape.

WHAT YOU'LL OWN

1. Own Post-Sale End to End: You’ll own the post-sale relationship end to end from deployment, to onboarding, to expansion, to renewal.
2. Deployment: Partner with Sales Engineering to lead deployment of data integrations (Salesforce, Snowflake, Zendesk, etc) and drive time-to-first-insight.
3. Onboarding: Craft and deliver engaging, fun, and educational onboarding sessions for end-users of the product.
4. Health & Engagement: Build and iterate predictive health models; trigger proactive interventions.
5. Use-Case Expansion: Work with product to launch and drive adoption of new features and use cases within customers.
6. Renewals & NDR: Run QBRs, success plans, and executive recaps that make renewal the obvious choice.
7. Voice of Customer → Product: Surface patterns, blockers, and “aha” moments straight to PMs; influence roadmap with evidence.
8. Process & Tooling: Codify what works into living templates, Looms, and AI-assisted workflows so that we can expand the team as our customer base grows.

SKILLS & EXPERIENCE WE ARE LOOKING FOR

• You Have Done It Before: 6-8+ years in CS managing $2M+ books of business in SaaS. Ideally on products that are used by product, data, or engineering audiences.
• Move at Founder Pace: You understand that speed/responsiveness wins deals and keep customers happy. Rapid replies, bias to action, comfort in ambiguity.
• Experiment with AI: Constantly experiment with how to use AI to improve and scale your work.
• High-Agency: You are high-agency, prefer autonomy, and don’t wait for permission to take action.
• Executive Presence: You confidently engage C-suite leaders, surface and define their real problems, and steer the conversation to crisp, actionable next steps.
• Product Mastery: You obsessively dive into every feature, data flow, and edge case until you can demo the product better than the PMs and spot new use-case opportunities before customers ask.

BENEFITS

The internal mission of Reforge is to create an environment where you create the best work of your career. In order to do that we offer:

• Remote-first & Flexible - Everyone does their best work in different environments. We operate as a distributed-first team and offer financial support that enables you to create the schedule and environment that fits to you. We also ask that every employee block off 2-3 hours of daily “deep work,” ensuring that you always have uninterrupted time and can keep a schedule that enables you to do your best work.
• Top-tier Healthcare -
• • Medical - Choice of PPO 500, PPO 250, or HDHP 3300 with a max coverage of 100% of premiums for employees and 70% for dependents.
  • Dental & Vision - 99% of premiums for employees, and up to 70% for dependents.
  • Health Savings Account - For those that choose to enroll in the HDHP, includes semi-monthly company paid contributions.
• Competitive Compensation - Salary + equity package aligned with top-tier tech companies.
• 401(k) - We offer the opportunity for you to contribute to a 401k directly from your paycheck.
• Flexible PTO - Having plentiful “off the grid” time is a key to doing your best work. We offer flexible PTO. Take time when you need it. Everyone must take at least 10 days per year, and we highly encourage more.

…and much more

COMPENSATION

We have built a data-driven Compensation Philosophy at Reforge, with the intent of enabling all employees to do their best work. When setting compensation for each role, we use bands that include a target salary; on occasion we will extend an offer above or below the target if the skills presented in the interview process show spikes or peaks—but this is rare, and the highest likelihood is that your offer will be at target.

The target salary for this role is $119,000, with $51,000 in variable compensation for a total OTE of $170,000. Equity is also included and will be discussed during the interview process.

We do not negotiate offers because our compensation philosophy is based on equitability and intentional placement within the market.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

At Reforge, we believe that diverse teams build better products—and a better future. We're committed to creating an environment where people of all backgrounds, identities, and experiences can thrive.

This means:

• Proactively seeking out diverse talent and reducing bias in our hiring process
• Fostering a culture of inclusion where every voice is heard and valued
• Continually learning and evolving our practices as we grow

We know that building an equitable workplace is an ongoing effort, not a one-time initiative. We're committed to doing the work—and to holding ourselves accountable along the way.

If you’re excited about this role but don’t meet every single qualification listed, we still encourage you to apply. We believe skills can be developed and potential can’t always be captured on a resume.