Customer Success Manager (San Francisco)

About Outset

Outset is building a better way to do research: AI-powered user interviews. Global brands like Hubspot, Microsoft, Uber, and Nestlé use Outset to achieve deeper, qualitative insights about their users at unprecedented speed and scale.

The research industry is massive (>$140B and growing) and ripe for disruption. Incumbents are outdated, slow, and burdened by high-cost services.

That's our opportunity. And it’s why we’re already growing rapidly, doubling revenue in the last four months.

Outset recently raised a $17M Series A, led by 8VC, with participation from top Silicon Valley investors like Y Combinator, Adverb Ventures, Future Back Forward by Bain, Jack Altman, Ryan Hoover, and Garry Tan.

We are a driven and passionate team based in San Francisco’s Financial District.

The Solution

We’ve created an end-to-end, AI-moderated research platform that conducts deep-dive interviews to understand user experiences, evaluate concepts, and test designs. Our AI synthesizes conversational data to deliver precise, actionable insights.

Our customers complete hundreds of interviews in hours, dramatically speeding up research cycles and enabling large-scale data collection. Outset leverages proprietary infrastructure built on leading language and voice AI models.

We are customer-driven at our core.

The People

You’ll work closely with our founders and GTM team to craft the best experience for our customers. We are a highly motivated, in-person team, coming into the office 4 days a week.

What You’ll Be Doing

As a Customer Success Manager at Outset, you will:

• Develop strong relationships with customers to ensure satisfaction, retention, and expansion.

• Support and train customers on using the platform for research projects, coordinating with our customer operations team.

• Design and implement customer engagement programs (onboarding, QBRs, change management) to educate and support customers and track their success.

• Implement retention and expansion strategies.

• Gather real-time customer feedback and collaborate with founders to prioritize product and process improvements.

As an early-stage startup, this role will evolve as needed to support company growth.

Skills and Experience Required

• 2-5 years of experience managing enterprise customer relationships successfully.

• Experience designing and executing customer engagement and education programs.

• Proven track record of achieving retention and expansion goals.

• Proficiency with CRM software and basic analysis tools (e.g., Excel, dashboards).

• Bonus: SaaS experience in related industries.

• Experience in fast-paced environments like startups or consulting firms is highly preferred.

Note: This role involves travel up to 25% of the time.