Careers

Customer Success Manager

We're looking for a Customer Success Manager to lead customer engagement across a large and dynamic portfolio of customers. As a trusted advisor, you'll play a critical role in shaping how our customers bring AI-powered experiences to life.

Key Responsibilities:

• Manage a high-volume, high-impact portfolio of customers across the globe, ensuring adoption, satisfaction, and growth.
• Lead onboarding initiatives and design tailored consultations to help customers integrate fal into their workflows.
• Develop and run data-driven outreach programs that drive adoption of fal's generative AI infrastructure at scale.
• Collaborate closely with sales and product teams to ensure a unified, value-focused customer journey.
• Identify customers at risk of churn or stagnation, and proactively intervene with customized success plans.
• Help shape the Customer Success foundation at fal, establishing scalable processes, playbooks, and success metrics.

Requirements:

• 5+ years of experience in Customer Success, Account Management, or post-sales roles in a fast-paced SaaS or AI company.
• Proven ability to manage a large, diverse set of customers with varying needs and technical sophistication.
• Strong communication skills—you can clearly explain technical concepts to both developers and business stakeholders.
• Highly organized with experience in building and running scaled programs or automated success campaigns.
• Collaborative, resourceful, and energized by helping others succeed.
• Comfortable with ambiguity and excited by the opportunity to build from 0 to 1.

Bonus Points:

• Creative Technologist - Generative Media Focus - Blends a strong creative instinct with a deep passion for generative media, passionate about AI-driven image and video generation. Constantly exploring the intersection of art and technology.
• A Slack Ninja - Quick to reply, never misses a mention, and somehow remembers every thread, all while keeping tone professional and helpful. It's part communication, part prioritization, and a dash of magic.
• Previously built Customer Success playbooks or scaled CS motions at an early-stage startup.
• Experience with APIs, SDKs, or technical product onboarding.