Founding Customer Success Manager (onboarding)

Customer Success Manager — Courie.ai

Location: US-based or Remote

Unique opportunity: Work with a VC-backed startup in Silicon Valley

Are you passionate about Customer Success with a background in Logistics or SaaS? We invite professionals like you to join our dynamic team as we look to build the next unicorn in the logistics industry. We're Ex-Uber, Ex-Google, Ex-Tesla — and ready to take over the world.

Who we are

Courie.ai is a venture-backed San Francisco-based SaaS startup that is reimagining how courier companies run their day-to-day. Courie replaces outdated dispatch systems, spreadsheets, and paperwork with a clean, modern SaaS product that makes it easier for courier companies to deliver packages, delight customers, and get paid faster.

About the Role

This role sits at the intersection of onboarding, account success, support, and product feedback. You'll be the human face of Courie — ensuring our customers are successful and supported, while working directly with the founding team.

This is a great role for someone who loves solving real-world problems, working with entrepreneurs, and making complicated things feel simple and doable. If you're comfortable talking to dispatchers and drivers, troubleshooting workflows, digging through user data, and making every customer feel heard — we want to hear from you.

What you'll do:

• Own onboarding and adoption for new customers — making sure they hit the ground running with Courie
• Support our existing customers by responding to questions, proactively solving issues, and keeping them informed on what's new
• Identify expansion opportunities and create loyal, "reference-able" customers
• Analyze customer data to detect early churn risks and opportunities for engagement
• Jump in to troubleshoot support issues and turn feedback into clear, actionable insights for the team
• Collaborate with product, sales, and engineering to make Courie better with every new release
• Build scalable customer success processes and documentation as we grow

The Human We're Looking For

• You're a great communicator — friendly, clear, confident, and capable of explaining complex things in simple terms
• You're empathetic and approachable, especially with blue-collar and small business users
• You've worked in operations or customer support and know what it's like to put out fires and prioritize
• You have some exposure to logistics or last-mile courier work and understand the moving pieces
• You've spent a lot of time in spreadsheets and are comfortable with basic data analysis
• You like solving problems — technical or operational — and feel a sense of ownership when something isn't working right
• You've dabbled in scripting or automation (even a little Zapier or basic SQL is a plus)
• You're self-driven and scrappy — you don't wait around for permission to help someone

Experience We'd Love to See

• Bachelor's degree or equivalent experience
• 5+ years of experience in a customer success, onboarding, or similar client-facing role — bonus if it's in B2B SaaS
• Superior written and verbal communication skills
• Intermediate skills with Google Sheets, Excel, CRM systems, and support platforms (e.g., Zendesk)
• Availability during most PST business hours
• Ability to prioritize and multitask in a fast-paced environment
• Comfort in early-stage startup environments
• Experience working with B2B last-mile couriers, delivery companies, or logistics in general

What you can expect from us

• Fully remote work (US-based or remote)
• Transparent work environment — we don't track hours!
• A front-row seat in a fast-growing startup
• Unlimited PTO
• Medical, dental, and vision benefits
• Laptop + home office stipend
• Occasional travel to SF Bay Area for team on-sites (5–10%)
• Potential to receive equity in a Silicon Valley startup

If you meet the above criteria, are passionate about customer success, and enjoy working in a dynamic and fast-paced environment, then we want to hear from you. Apply now and let's make a difference together!