Job Details

What We Do

At Unthread, we're solving an evolving, yet pervasive, challenge: support is broken. The way customer support teams and internal teams like IT, HR, and Operations manage workflows has failed to keep up with modern business needs-especially for teams living in Slack.

We're here to change that. By deeply integrating with Slack and leveraging AI-powered automations, Unthread helps teams bring order to the chaos of support conversations-whether it's managing external tickets or internal IT or HR requests. We don't just automate repetitive tasks; we structure workflows, enabling teams to focus on solving real problems efficiently.

Today, forward-thinking companies like Langchain, Bilt, HubSpot, Lemonade, and Automattic all rely on Unthread to ensure their support runs smoothly, both inside and outside their organizations.

Why Join Us?

Joining Unthread means jumping in at exactly the right time. We've already hit product-market fit, built a lineup of incredible clients, and are positioned for rapid growth across both internal and external support ecosystems-spaces desperately in need of innovation.

This isn't just about AI hype (though we're certainly pushing boundaries). By joining us, you'll help redefine how support functions across organizations, empowering teams to be more efficient and effective.

Unthread thrives on collaborative energy. Great ideas win here; your voice is always heard in everything from feature roadmapping to sales strategies. Debates lead to breakthroughs, and red tape won't hold you back. You'll bring your best ideas forward, knowing that we're all working toward the same goal.

The Role

As a Customer Success Manager at Unthread, you'll be shaping how customers built their workflows, onboard their teams, and start saving time with Unthread.

Here's what you'll do:

• Serve as the primary point of contact for customers, ensuring a seamless onboarding and continued engagement.
• Develop deep product expertise to educate and empower customers in using our AI technology effectively.
• Proactively identify customer pain points and collaborate with product and engineering teams to drive solutions.
• Build strong relationships with key stakeholders, ensuring high retention and satisfaction rates.
• Monitor customer health metrics and implement strategies to enhance adoption and minimize churn.
• Advocate for customers internally, providing insights to influence feature development and improvements.
• Lead customer training sessions, webinars, and knowledge-sharing initiatives.
• Work closely with sales to identify upsell and expansion opportunities.

What You Bring

We're looking for someone who thrives on solving real-world challenges and taking ownership of complex problems. You'll do well here if:

• 4+ years of experience in a Customer Success, Account Management, or related role, ideally within a SaaS or AI-driven company.
• Strong problem-solving skills and ability to translate technical concepts into customer-friendly solutions.
• Excellent communication and relationship-building skills, with a customer-first mindset.
• Passion for AI, startups, and technology-driven innovation.
• Ability to thrive in a fast-paced, dynamic startup environment and wear multiple hats.
• Humility and hustle

Bonus Points:

• Experience working with AI tools
• Basic understanding of SQL or TypeScript (even if using AI-written code!)

Work Setup

We operate in a hybrid environment that fosters both collaboration and flexibility. We gather in-office during the week with Fridays remote, plus flexibility when needed. Our focus is delivering an outstanding product, no matter where you are.

Perks & Benefits

• Competitive salary plus meaningful equity-you'll have a genuine stake in what we're building.
• Generous PTO and flexibility-we prioritize outcomes over the number of hours worked.
• Health, dental, and vision coverage-we take care of you and your loved ones.
• A chance to shape the future of support, in an industry that's long overdue for disruption.