Founding Customer Success Manager
Spiich Labs AB · Stockholm · Tills vidare · Deadline 2026-12-31
Spiich Labs AB is recruiting a **Founding Customer Success Manager** to own its customer base across activation, retention, and account expansion. Operating **fully on-site in Stockholm**, this is a strategic commercial position with compensation linked to retention and expansion metrics, alongside equity via qualified employee stock options (QESO). Working directly with the founders, responsibilities include onboarding new teams, conducting quarterly business reviews with larger clients, identifying upsell and usage growth to increase net retention rates, and channeling client feedback directly into product development. The role also entails establishing the company's foundational customer success playbooks, health scoring, and repeatable operating systems. Applicants must have **1–3 years of experience in customer success, account management, or consulting**, with demonstrated evidence of driving account growth rather than solely maintaining retention. Candidates need strong commercial capability with pricing conversations, data fluency to guide priorities using product metrics, and comfort navigating early-stage ambiguity. Prior background in B2B SaaS serving sales or revenue teams is considered an advantage. The recruitment process includes an initial interview, a mock quarterly business review, an expansion case discussion, and a mandatory two-day on-site trial.
TL;DR
We're looking for a Founding Customer Success Manager to own our customer base — activation, retention, and expansion. You'll sit on the customer's side of the table, understand their sales motion deeply, and turn happy users into growing accounts. This is not a support role: it's a strategic revenue role, and NRR is your scoreboard.
Why join
We're a small, talent-dense team building a generation-defining company from Stockholm. We value speed, rigour, and extreme ownership. If you're obsessed with customers, think strategically about their business (not just our product), and get energy from unlocking value, you'll feel at home.
You'll inherit a customer base that already loves the product — customers across 10 countries report 90% less prospecting time, 3x market coverage, and 2x customer meetings — and your job is to make every account reach those numbers, then expand. The upsell potential in this base is enormous, and nobody owns it yet. You will.
We're backed by founders and operators behind Lovable, OpenAI, Tandem Health, and Neo4j.
What you'll do (responsibilities)
In one sentence: Own the customer lifecycle from onboarding to expansion.
- Drive activation: Personally onboard new teams, get every rep to their first "wow" fast, and proactively rescue low-engagement accounts before they become churn risk
- Run strategic account work: QBRs with larger customers — understand their sales organization from the inside and show them what they're not yet unlocking
- Own expansion: Identify power users as internal champions, spot the seat and usage growth hiding in every account, and grow NRR
- Turn usage into insight: Watch product data for who's thriving and who's stuck, and act on it — with Spiich agents handling the monitoring grunt work for you
- Feed the product: Be the customer's voice internally — the feedback loop that decides what we build next
- Build the playbook: Onboarding flows, health scoring, webinars, and best-practice sharing — define how CS works here from scratch
Who you are
- 1-3 years in customer success, account management, or consulting — with proof you've grown accounts, not just kept them alive
- Strategic thinker: you get genuinely curious about how a customer's sales organization works and where the value is stuck
- Commercially sharp: comfortable owning expansion revenue and having pricing conversations
- Structured builder: you document what works and create repeatable systems
- Fluent with data: usage metrics tell you where to spend your day
- Comfortable with ambiguity, early-stage chaos, and fast iteration
- Fully committed to the mission: not "just a job"
Bonus: Experience in B2B SaaS serving sales or revenue teams.
What we offer
- Own the entire CS function from day one — you define it, you run it
- Work directly with the founders on customers, product, and strategy
- Compensation tied to what you control: retention and expansion
- Meaningful equity through qualified employee stock options (QESO)
- Mission-driven, no-BS culture: experiment, ship, learn
- Fully on-site in Stockholm - we believe in working together
About Spiich Labs
Spiich is the agentic platform for sales teams. Reps focus on the human work — building relationships, building trust, and closing deals — while Spiich agents handle everything else: prospecting, lead generation, CRM updates, meeting prep, follow-ups, and everything in between. We're backed by founders and operators behind Lovable, OpenAI, Tandem Health, and Neo4j.
How we hire
1. Submit your application
2. Intro call with Johan (Co-founder & CEO)
3. Mock QBR: we play a customer who's underusing the product — show us how you'd unlock the account
4. Expansion case: walk us through an account you grew and exactly how you did it
5. Join us for trial work lasting 2 days on-site. We'll see how you tick and you get to meet the team and explore whether joining Spiich feels right for you.
We move fast — the full process typically takes under two weeks.
How to Apply
Drop us a line at filip@spiich.ai with your LinkedIn, a note on why this excites you, and the account you're proudest of growing (and how). No CV needed.