Customer Success Manager

At Green Irony, we exist to turn AI into Actual Intelligence—accelerating outcomes and proving that complexity is optional. We hire people who automate first, ask permission never, and treat ownership as a default setting. If you'd rather govern yourself than be governed by layers of project managers, welcome home.

The big idea behind this role: The labor market is sorting into two camps—people who are being replaced by AI, and people who are ahead of it. Everyone here is in the second camp, and we'll keep you there.

The Short Version: We're a Salesforce and MuleSoft consulting company that's figured out something most haven't: how to use AI not as a buzzword, but as the backbone of how we deliver. We run our own company on Claude and Notion—the same AI stack our clients hire us to build for them. Our small, senior, all-US engineering team works alongside AI-powered delivery tools that handle meaningful portions of development, testing, SOW generation, and discovery, which means we move faster, deliver more consistently, and compete at price points that shouldn't be possible with onshore quality. That model is working. Now we need someone who can own the client experience and the delivery across a portfolio of engagements—the person who makes sure every client feels well-served, every project stays healthy, and nothing falls through the cracks. If you've managed technical project delivery, built strong client relationships, and get energy from keeping a lot of plates spinning without dropping any, keep reading.

• Own the client relationship. Primary point of contact from kickoff to closeout. Clients trust you, lean on you, come back because of you. You communicate proactively; they never have to chase you for a status update.
• Own the plan. Run up to 20 concurrent engagements ($30–50K, 3–8 weeks), coordinating small engineering teams alongside our AI-powered delivery tools. Track milestones, flag risks early, unblock teams fast, keep work moving before anyone asks. AI handles documentation and reporting overhead so the volume stays manageable.
• Run the engagement from kickoff to hypercare. Structured cadence: 30-min kickoff, 2–3 discovery sessions, FRD review, UAT, hypercare. Author the FRD with AI, lock first discovery within seven business days, clear open items before development starts. Status goes out every Monday. Every meeting has a purpose, an agenda, and a result.
• Hold the line on scope and commitments. Enforce scope discipline so projects stay profitable. Out-of-scope requests go through a change request before work begins. No exceptions, but handled in a way that strengthens the relationship.
• Operate from inside Claude. Claude is your primary interface, not an occasional tool. You work inside a proven AI-powered playbook—the rails already exist and AI makes them faster. Pull context (SOW summaries, account history, project health briefings), run the skills that produce client-facing artifacts (kickoff deck, discovery questionnaire, FRD, UAT guide, weekly status report), keep Notion—our system of record—current. The scrum agent reports project status into a dashboard you act on; you don't chase engineers for updates.
• Spot the next dollar. Eyes on the ground inside the account. Spot follow-on projects, managed services opportunities, adjacent problems. Loop in sales when there's something to chase—you don't close, but you make sure it never gets missed.

You'll fit here if you're the kind of person who's actively learning to work with AI, not waiting to see how it shakes out. The market isn't going to wait, and neither are we.

• 4+ years in technical project management or client delivery at a software services or consulting firm, owning plans, milestones, and engineering coordination across multiple concurrent engagements.
• Working knowledge of Salesforce and/or MuleSoft—enough to speak the language credibly and spot when something's harder than estimated, but deep architecture/implementation experience isn't required (AI handles that layer).
• Comfortable in a Kanban-style, agent-orchestrated model where daily status comes from a scrum agent and project health is a dashboard—if you need sprint cadence and ticket grooming to feel productive, you'll be miserable here.
• Exceptional written and verbal communication—clear, concise, confident, warm.
• A high-volume, high-context-switching operator who can hold 15–20 active engagements and switch cleanly—volume is the role, not a phase.
• Schmoozer with an engine—warm relationships clients refer to peers, but when something needs to move, you move it.
• Hungry, ambitious, highly coachable—you'd rather be corrected fast than be comfortable.
• A bias for action, decisive under chaos. Act first, analyze second; if you need exhaustive context before committing, this role will eat you alive.
• Hands-on, daily use of AI tools (Claude, Cursor, ChatGPT, or similar)—not a LinkedIn checkbox, an actual habit you're building on.

Even better if you have: SMB experience (law firms, professional services, finance teams) where the buyer is rarely the technical user; SOW-driven engagement background (scope, change requests, project-based billing); Engagement Manager / Delivery Manager experience at a consulting or SI firm.

CSAT (you own the score); partnering with Engineering to deliver on-time and on-budget; scope control and change request compliance; invoice accuracy and collections timeliness; responsiveness and turnaround time; project portfolio health and quality of executive reporting; discovery-to-build velocity (first discovery within seven business days; FRD ready before development starts); account expansion radar; hypercare quality.