Founding Customer Success Manager

About Leo AI

Leo AI is changing how humanity builds physical products — from life-saving medical devices to the aircraft we fly in. Our engineering-grade AI platform, powered by patented technology, was named the #1 New Software Product for 2026 and ranked #12 in AI tools globally, across all categories
. Enterprises like Intel, HP, and Scania trust Leo AI to transform how their engineers work. We're not building just another AI tool, we're building the intelligence layer for the physical world.

This is a founding role. As our first Customer Success Manager, you won't just manage accounts, you'll build the entire CS function from the ground up. You'll define the playbooks, set the standards, and create the infrastructure for how Leo AI serves and retains its customers. You'll work shoulder-to-shoulder with sales to convert wins into long-term partnerships, and directly with product to shape what we build next based on what customers actually need.

Your fingerprints will be on every part of the customer experience.

You'll work daily with some of the world's best engineers and engineering leaders across aerospace and defense, medical devices, robotics, automotive, and beyond, making sure they get extraordinary value from Leo AI.

• Build Leo AI's customer success function from scratch: processes, metrics, playbooks, and standards of excellence
• Own the full post-sale lifecycle: onboarding, implementation, adoption, value realization, renewal, and expansion
• Act as the primary project manager during implementation, driving time-to-value for every customer
• Run weekly customer check-ins and monitor health and adoption metrics
• Quantify and present ROI through executive business reviews that make renewal and expansion obvious
• Proactively identify risk and prevent churn before it surfaces
• Partner deeply with product to translate customer needs and feedback into roadmap priorities; you'll directly influence what we build
• Collaborate closely with sales on expansion strategy and new use case discovery within accounts

• 3+ years in Customer Success, Account Management, or Implementation at a B2B enterprise SaaS company
• Proven ability to drive net revenue retention: renewals, expansions, and churn prevention with measurable results
• Experience working with technical buyers or engineering teams (you don't need to be a mechanical engineer, but you must thrive in technical conversations and earn credibility with engineers)
• Familiarity with AI/ML products or the drive to build deep product fluency fast
• Strong project management skills; you can orchestrate complex implementations across multiple stakeholders and timelines
• A builder's mindset; you're energized by creating systems and processes from zero, not just following existing ones
• People-first approach with commercial instincts; you care deeply about customer outcomes and know that success drives revenue
• Excellent executive communication; you can translate technical value into business impact for C-suite audiences

• Experience with CAD, PLM, ERP, or engineering software ecosystems
• Background supporting or selling to aerospace, defense, automotive, or manufacturing enterprises
• Familiarity with customer success platforms (Gainsight, Totango, etc.)

This is a rare opportunity. You'll join a company with breakthrough technology, global recognition, and enterprise customers already in motion, but with the white space to build something entirely your own. You'll shape how the world's most innovative engineering organizations experience AI, and you'll have a direct line to product, sales, and leadership to make it happen. If you want to build the gold standard for customer success at a company that's redefining how physical products are designed and built, this is it.