Customer Success Manager

[https://app.ashbyhq.com/api/images/user-content/a3ff9955-736e-4a64-a923-c3c42b253641/17b03131-be3b-4bb8-9ad9-dbafd99fd465/image.png] ABOUT BASIS Basis builds real agents that do real work in the real economy. Our agents operate for hours at a time, performing end-to-end work for some of the largest accounting firms in the world. We recently raised $100M at >$1B valuation and are racing to deploy the most advanced applied ML at production scale. Our investors include: Khosla Ventures (Keith Rabois & Vinod Khosla), Accel (Miles Clements), Google Ventures, Nat Friedman & Daniel Gross, Adam D'Angelo, Jeff Dean, Jack Altman, Noam Brown, Kyle Vogt, Amjad Masad, Clem Delangue and many other operators/technical leaders. "Basis is on the frontier of building production-grade, long-horizon agents. They've pushed the limits of what we thought our models could do on real-world, economically valuable, complex accounting tasks. They've been a great collaborator in helping us shape what the future of agents looks like." — Prashant Mital, Applied AI

• Lead, OpenAI About the role Basis is deployed with the top accounting firms in the country. As our customer base grows, so does the long-term opportunity we hold with each firm – expanding across practices, deepening adoption, and growing into a mission-critical platform. We're building a dedicated Customer Success function to own those relationships. You'll own a portfolio of enterprise accounts directly – driving adoption, expansion, and renewal across some of the most important firms in the country. Reporting to the Customer Success
• Lead, you'll help shape the CS playbook and build the relationships that turn Basis into a mission-critical platform at one of the fastest-growing companies in AI. What you'll do -
• Own a portfolio of enterprise accounts: drive adoption, expansion, and renewal - Run the customer relationship end to end, from onboarding through renewal -
• Contribute to the CS operating model: account health metrics, handoff playbooks, and renewal processes -
• Partner with the Deployed Intelligence team on the handoff from deployment to long-term customer ownership -
• Partner with Account Executives on QBRs, expansion opportunities, and ARR growth What you'll bring -
• Experience owning enterprise customer relationships in a CS or account management role - Direct ownership of a renewal and expansion number against a portfolio of six- and seven-figure enterprise accounts -
• Track record of driving adoption and retention across complex, multi-stakeholder accounts - Energized by running a customer call and owning the outcome Bonus if you have - Background at a vertical SaaS or professional services platform -
• Experience selling into or supporting accounting, audit, or finance firms -
• Experience deploying AI products into regulated industries What we look for -
• Strong commercial instinct: thinks in terms of revenue outcomes; identifies expansion opportunities, manages complex renewals, and spots churn risk before it becomes a problem - Builder: energized by helping shape the playbook of a rapidly scaling function - High agency: takes ownership and moves fast without waiting for perfect information - Executive presence: comfortable holding senior-level conversations with firm partners and C-suite stakeholders - Office lover: prefers shouting across a room over a Slack message, seeking full-time in-office in NYC BENEFITS AT BASIS We offer a competitive and thoughtful benefits package designed to support your physical, mental, and financial well-being: - Health & Wellness: Premium Medical, Dental, and Vision coverage; Life Insurance; and 6 coaching & 6 therapy sessions through Spring Health. - Time off: Unlimited PTO + 12 paid company holidays. - In-Office

Perks

Daily meal stipends, a fully stocked kitchen, and $300 toward your custom desk setup. - Financial

Benefits

Pre-tax commuter benefits and 401(k) retirement plan - Team Culture: Monthly office activities and frequent optional team happy hours. - Parental Leave