About BackOps.ai
BackOps.ai is transforming the logistics landscape through cutting-edge AI technology. Our platform serves as the intelligent operations layer for warehouse operators, 3PLs, and supply chain operators, replacing outdated, manual workflows with automation and real-time decision-making. By eliminating inefficiencies and surfacing insights instantly, we're not just improving operations, we're redefining how the industry works.
About the Role
We're hiring a Founding Customer Success Manager to lead the post-sale customer experience. This is a high-impact role focused on implementation, retention, and account expansion. You'll work closely with our customers to ensure they see success from day one, while laying the foundation for a scalable customer success function. The role will start as an individual contributor and grow into a leadership position.
What You'll Do
• Own the full post-sale journey including onboarding, implementation, support, retention, and growth
• Develop and document scalable Customer Success processes, tools, and playbooks
• Build deep relationships with customers and act as a trusted advisor on how to get the most from BackOps
• Drive upsell and cross-sell opportunities by identifying new areas for value
• Partner closely with Sales, Product, and Engineering to deliver a seamless customer experience
• Serve as the voice of the customer internally, influencing product priorities and roadmap
• Help shape the future of the Customer Success team, including future hiring and team structure
What We're Looking For
• 4-5+ years in a Customer Success, Account Management, or similar role at a B2B SaaS company
• Experience building or scaling a Customer Success org from the ground up
• Strong communication and relationship management skills with the ability to handle both strategy and day-to-day execution
• Bias toward action, comfort with ambiguity, and enthusiasm for working in a fast-paced startup environment
• Deep customer empathy and a solutions-oriented mindset
• Bonus: Experience in logistics, supply chain, warehouse management, or adjacent industries
Why BackOps
• Help reshape an industry by delivering AI-powered solutions to critical operational challenges
• Work alongside experienced teams who have built and scaled successful technology companies
• Hybrid in San Francisco with perks like free daily lunch
• Competitive salary, meaningful equity, and the opportunity to grow into a leadership role