Why this role exists

RevenueBase has exceptional growth, high gross dollar retention, and highly technical customers. As our first dedicated CS hire, your job is to turn that strength into faster onboarding, deeper adoption, and clear, repeatable processes. You will work directly with developers building AI software who are often handling massive datasets for the first time. You will partner with Product, Sales, and Engineering, and you will have a real seat at the table.

In your first year you will

• Cut time to first value for new customers and get 80% of implementations live within 14 days.
• Maintain 100% gross dollar retention and drive ≥120% net revenue retention across your book through expansion and new product adoption.
• Ship a customer-facing documentation system that deflects 30% of repeat questions and shortens onboarding by 40%.
• Formalize our informal processes into repeatable playbooks: health scoring, QBRs, escalation paths, runbooks, and adoption campaigns.
• Launch at least two roadmap products with targeted customers and achieve 60% adoption among eligible accounts within three months of release.

What you will do

• Own onboarding and adoption. Create clear implementation plans, run standing check-ins, unblock data pipelines, and drive customers to measurable milestones.
• Troubleshoot deeply. Reproduce issues, isolate root causes, and find the problem behind the problem across APIs, schemas, credentials, permissions, and data quality.
• Build developer-grade docs. Write quickstarts, API guides, notebooks, and runbooks for users working with Snowflake, Databricks, S3, and large CSV or Parquet files.
• Create repeatable process. Stand up playbooks for renewals, expansions, escalations, and incident response. Define SLAs and a lightweight health score.
• Partner cross functionally. Bring crisp customer feedback to Product, validate fixes with Engineering, and align with Sales on pilots, success criteria, and expansions.
• Be resourceful and creative. Unblock customers using scrappy tooling, sample scripts, Postman collections, Loom videos, and hands-on working sessions.
• Make insights visible. Instrument onboarding and usage telemetry. Build simple dashboards that show adoption, TTFV, and risk.
• Champion the customer. Influence roadmap priorities with evidence. Advocate for usability, reliability, and lower operational toil.

What success looks like

• Customers go live quickly and expand usage with low friction.
• Support volume shifts from reactive “how do I” to proactive “what should I do next.”
• Engineering gets fewer handoffs and clearer repro steps.
• Product ships with field feedback already baked in.
• Executives see predictable renewals, visible adoption, and a pipeline of referenceable champions.

Skills and experience

• 4+ years in Customer Success, Solutions Engineering, or Technical Account Management at a B2B infrastructure, data, or developer platform company.
• Comfortable with APIs, JSON, and SQL for light debugging and sample code.
• Ability to learn the basics of Snowflake, Databricks, AWS S3, IAM, and modern data tooling.
• Strong problem decomposition and root cause analysis. You know how to move from symptom to system.
• Ability to interpret customer needs and communicate them to the engineering team.
• Outstanding communication with both developers and business stakeholders. Clear writer who can produce concise docs and step-by-step guides.
• Process builder who enjoys taking something informal and turning it into a simple, repeatable workflow.

Nice to have

• Experience with AI data workflows.
• Experience with python.
• Background in data quality, ETL, or large-scale CSV and Parquet handling.
• Built or owned a health score, QBR program, or a self-serve docs portal.

How we work

We are a small, senior team. Everyone wears multiple hats, ships quickly, and writes things down. You will collaborate daily with Sales and Engineering, join roadmap reviews, and represent the customer in planning discussions.

Hiring process

1. Intro chat with the hiring manager
2. Technical working session on onboarding and debugging a realistic scenario
3. Cross-functional interviews with Sales, and Engineering
4. Written exercise: a short quickstart guide or runbook
5. Executive conversation and offer

Compensation and location

Competitive salary and equity. Comprehensive benefits. Remote friendly with periodic team onsites in the Boston area.