Founding Customer Success Manager

ABOUT US Gumloop is the AI automation platform for the enterprise. We give teams the power to easily build and deploy AI agents, in Slack, Microsoft Teams, or standalone, that automate real work across hundreds of integrations with no engineering background required. The platform has three pillars: 1. Agents — Conversational AI assistants that use tools (integrations, workflows, code sandbox, MCP servers) to accomplish open-ended tasks. Unlike workflows that follow fixed paths, agents decide which tools to use and when, adapting based on context. Users configure agents with a system prompt, a model, and a set of tools. Agents can be deployed to a chat UI, Slack, or Microsoft Teams, and can run autonomously via scheduled or event-based triggers. 2. Workflows — Visual, drag-and-drop automations composed of connected nodes on a canvas. Each node is a discrete operation (call an API, run AI, read a spreadsheet, send an email). Workflows are deterministic and repeatable. They can be triggered manually, on a schedule, via webhook, or by external events (new email, Slack message, etc.). Workflows can also be attached to agents as callable tools — the agent orchestrates, the workflow executes. 3. Gumstack — Enterprise-grade MCP hosting, observability, and AI governance. Organizations provision managed MCP servers, control which AI models are available, audit every tool call, and enforce security policies across all agents and workflows. We're moving fast. Teams at Gusto, Ramp, Shopify, Samsara, Instacart, and Opendoor are already building and deploying AI agents on Gumloop to automate real work across their organizations. That's not a demo. That's production. We've raised $70M from Benchmark, First Round Capital, Y Combinator, Nexus Ventures, Shopify Ventures, BoxGroup, and The Cannon Project to build a world class team. ROLE OVERVIEW Gumloop is seeing massive enterprise adoption. Shopify, Instacart, DoorDash, and Ramp are rolling out company-wide, all through pure word of mouth. We're bringing on a Founding Customer Success Manager to own our largest enterprise relationships, drive adoption and consumption across the book, and help build the Success function from the ground up. This is an early seat at a company defining what AI automation looks like for the enterprise. WHAT YOU'LL DO - Own a portfolio of enterprise accounts end-to-end (onboarding, adoption, renewal, expansion) and be the person your customers call when they need to figure out how to make Gumloop work for their business - Develop and execute comprehensive Success plans that expand adoption and grow consumption across the book, including change management strategies that get buy-in across customer orgs - Lead customer engagements including QBRs and executive briefings that connect the dots between Gumloop usage and real business outcomes - Partner with Solutions Engineers to scope, design, and deliver complex customer solutions - Monitor usage patterns and identify optimization opportunities, proactively addressing underutilization to drive full value from contracted commitments - Build the Success motion from scratch: playbooks, health scoring, onboarding templates, engagement models WHAT YOU BRING - 6+ years of experience in Customer Success, Account Management, or Solutions Engineering - Experience working directly with C-level executives and navigating large, complex enterprise organizations - You've taken accounts from day one onboarding all the way through renewal, and you know what each phase needs to go well - Strong technical curiosity. You don't need to write code, but you can learn the platform inside and out, build agents and workflows yourself, and guide customers through their own technical implementations - Comfort operating in a fast-moving, early-stage environment with limited process BONUS - First or early Success hire at a fast-growing startup - Experience with business process mapping, requirements analysis, and solution design - Ability to underst