Senior Customer Success Manager

About Us

Coach is building the AI coach for the physical world. Starting with in-person sales.

For centuries, field organizations have relied on layers of management to relay information, coach teams, and understand performance. We believe AI will radically change how these companies operate and how people learn and improve at work.

Today, understanding why a sales rep succeeds or struggles still requires being alongside them in the field. That doesn’t scale. And yet roughly 80% of global sales still happen offline.

Coach helps employees learn faster, improve, and close more. Managers get a clear view of what’s happening, where people need help, and why, so they can focus on solving problems.

Our custom AI harness turns field conversations and business context into sales intelligence, grounding coaching in what actually happens on the ground. Over time, that accumulated knowledge becomes a company brain: a shared understanding of how the business works.

We’re bringing AI to people who have never had a reason to use it, by making it part of the human interactions at the heart of their work. In-person sales is only the beginning.

What you’ll own

At Coach, Customer Success isn't a support function. It's a product. Once a customer signs, everything that happens next is ours: onboarding, adoption, results, renewal and expansion. We build that journey the way we build software. We iterate on it, measure it, automate everything that can be automated, and put the right humans in the loop at the right moments. Much of what our CS team first built by hand is now part of the product. That's the point.

• Your accounts, end to end. Own a portfolio of field sales organizations from kickoff to renewal. Run onboarding, lead steering committees with sales directors, managers and reps, and make Coach part of how their teams work every week.
• Customer outcomes. Understand each customer's business and sales method. Define with them the KPIs that mean success, then prove the impact with data: adoption, coaching progress, conversion, revenue.
• Product setup. Configure Coach for each customer: meeting types, sales methodology, AI prompts and coaching markers tailored to how they sell. You'll know the product well enough to explain why an analysis says what it says.
• Risk management. Read the signals (usage, engagement, sponsor changes, field feedback), assess churn risk account by account, and size your effort to match. Your job is to raise the odds of renewal and expansion and lower the odds of churn.
• Revenue after signature. Everything that happens post-signature is Customer Success: renewals, upsells, expansion to new teams and business units, deal shaping. At Coach, CS is also account management, with a significant variable to match.
• Customer Success as a product. See the customer success part as a product and automate everything that can be (onboarding, reporting, account health, meeting prep) with AI agents, and keep humans where judgment and relationships matter. Our CS team already ships its own tools with coding agents, reviewed by engineering before anything touches production.

Who you’ll work with

We're a small team in SF and Paris, growing fast. Our CEO and COO are repeat founders who built and ran in-person sales teams selling to pharmacies. We've lived the problem firsthand and built Coach to solve it. Our CTO has been building software and AI across many industries for the last 10 years.

With just two employees (Customer Success + Engineering), we took Coach to $1.5M ARR in 8 months, and we're now scaling aggressively, starting with the US.

We're becoming a US-first company, headquartered in San Francisco. This role starts in Paris, covering our European customers. If you have the ambition of moving to our SF headquarters after about a year (visa sponsorship provided) it is a plus. You'll work directly with the founders and help shape how Customer Success works at Coach as the team grows.

What you bring

• An entrepreneurial mindset. You think and act like a founder: nobody hands you a playbook, you build it. You're hands-on and do things yourself rather than wait for someone else to. You've already used AI to automate whole parts of your job (agents, Claude Code, Cursor, n8n…).
• Customer Success or account management experience in B2B SaaS, with a portfolio you truly owned, renewals and upsells included.
• A real interest in sales and salespeople. You understand what a field sales rep's day looks like and can earn credibility with sales teams. Having carried a quota yourself is a big plus.
• Commercial instinct. You enjoy renewal and upsell conversations and you're motivated by a variable-heavy package.
• Relationship skills. You're at ease running meetings with several stakeholders at once, from field reps to a sales director or an executive committee.
• Outcome thinking. You find the real problem behind a request, define what success looks like for the customer, and track it.
• Functional depth. You learn a complex product fast and can set it up yourself. Comfort with data is a must, and SQL is a plus.
• Rigor. You're structured and reliable, you follow through, and you communicate clearly with customers and internally.
• Bonus: you want to make the move to San Francisco. We'll sponsor your visa.

We're not hiring for a title or a number of years. We're hiring for the impact you've had on customers. Show us an account you turned around, a renewal you saved, an upsell you shaped, or something you built that made your customers more successful.

Our current Customer Success stack

No need to be an engineer, but you'll use these tools every day:

• Data: Supabase, PostgreSQL.
• AI agents: Claude Code, Codex.
• AI observability: Braintrust, Langfuse, Posthog.

You don't need to know them all on day one. You need to want to master them.

Compensation & languages

• €55k–€70k base + €15k–€30k variable (renewals & upsell).
• Native French, fluent English.

Based in Paris. Staying in Paris long term works for us. If you'd like to join our San Francisco headquarters down the line, we'll sponsor your visa.

Interview Process

Our process has four stages:

1. Intro call. Your experience, what you're looking for, and how we run Customer Success at Coach.
2. Founder interview. A deeper conversation with a cofounder about how you work, what you've built, and how you handle customers.
3. Case study + role play. A short, time-boxed account situation, for example usage dropping two months before renewal while a new sales director comes in. Build your plan and automate one piece of it. AI tools are welcome and encouraged; that's how we work. Then walk us through it and run a live customer conversation with us.
4. Meet the cofounders and team. How we'd work together, our ambition, and your remaining questions.