Customer Success Representative

About Lens: Lens is building the Information Quality Score (IQS) — a sentence-level AI system that evaluates the accuracy, relevance, and fairness of information across news articles, research papers, financial reports, and policy documents. We serve four verticals: news and media, academic and research institutions, legislative and policy organizations, and financial services firms. We're an early-stage company building the infrastructure layer for a more epistemically honest world.

Role Overview

As a Customer Success Representative at Lens, you'll own a portfolio of accounts across one or more of our verticals — ensuring customers are successfully onboarded, actively using IQS, and renewing and expanding their relationships with us. You'll be the primary point of contact for your accounts and the internal advocate for their needs.

Responsibilities

• Own a portfolio of Lens accounts through the full post-sale lifecycle
• Lead onboarding sessions and ensure customers achieve time-to-value quickly
• Conduct regular check-ins and quarterly business reviews (QBRs) with key stakeholders
• Monitor account health and proactively intervene on at-risk accounts before issues escalate
• Identify and execute on expansion opportunities within your book of business
• Collect and relay product feedback to the CS and product teams
• Partner with Customer Service to ensure a seamless issue resolution experience

What We're Looking For

• 2–4 years in Customer Success, account management, or a related customer-facing role
• Experience managing a portfolio of accounts — ideally B2B or institutional clients
• Strong communication and relationship-building skills — you'll work across diverse buyer personas
• Organized, proactive, and comfortable working with ambiguity
• Familiarity with CS tooling — Gainsight, Totango, ChurnZero, or similar
• Bonus: Domain knowledge in journalism, research, policy, or finance; experience with AI or data products