Customer Success Manager
Rockstar · San Francisco
Rockstar is recruiting for a market-leading AI voice agent company that serves mortgage lenders. The client is a fast-growing startup founded in 2024, backed by $21M in funding from top investors, and already counts 6 of the 10 largest independent mortgage banks in the U.S. as enterprise customers. Their AI voice agents handle around 600,000 calls a day and are critical to their customers’ businesses. If successful, the cost of owning a home in the US will become ~1% cheaper.
Why This Is a Huge Opportunity
Around 1% of the U.S. labor force works in phone sales, representing roughly $100B of annual salary, and the industry is poised at the brink of complete disruption. The client is at the cutting edge of this economic transformation, one of the first companies creating real, durable economic value through applied AI.
Buying a house is the largest financial decision most people make in their lives, and homeownership is tied to many other purchases, including life insurance, homeowners insurance, alarm systems, home renovations, solar panels, and more. By owning the mortgage vertical, the client will own the relationship with the consumer, allowing them to serve as the essential AI infrastructure for high consideration consumer sales.
Why Join
- Crazy growth: The market pull is exhilarating. They have grown 10x in the past 12 months and more than 100x since their seed round, all without a dedicated sales or marketing team. Building something that people want so badly is the best feeling you can have in a startup.
- Team and culture: They are a high-agency team where the bar is high and everyone makes the people around them better. Collaboration and intensity are core team values: people truly care about their work and their coworkers. At the same time, they don’t take themselves too seriously.
- Challenging problems: Outperforming human sales teams on half a million daily calls is not easy. Low-latency, real-time infra. 99.9% uptime. Enterprise-grade privacy and security. Advanced simulation and evaluation systems. Flexible A/B testing. AI scheduler and dialer. They own the whole stack and they do not compromise on quality.
- Well-funded: They have raised $21M+ in total funding, most recently a $15M Series A in June 2026.
What You Will Do
The client’s AI voice agents hold real conversations with real people on behalf of some of the largest mortgage lenders in the country, around 600,000 calls a day. Their agents are critical to their customers’ businesses, and as a Customer Success Manager you will be the person they trust to make the AI work for them.
Once a customer goes live, you own the relationship: driving adoption, defining success together, keeping accounts healthy and growing them over time. You will be the voice of the customer inside the company, partnering closely with their Forward Deployed and Product teams to turn what you hear into better agents and a better product.
This is a customer-facing role first. You will not be building agents yourself, but you will understand them well enough to diagnose what is working, what is not, and what a customer needs next.
What You Will Own
- Be the primary point of contact and trusted advisor for a portfolio of enterprise mortgage lenders, from C-suite executive sponsors to loan officer team leads
- Understand what success actually means to each customer’s business, then build and run the plan that gets them there: success criteria, QBRs and executive business reviews
- Monitor account health proactively using call data and usage trends, and get ahead of issues before they become escalations
- Drive expansion by spotting where the AI can take on new call types, teams or lines of business
- Run escalations calmly and clearly, coordinating with Forward Deployed, Engineering and Product to get customers to resolution
- Bring the voice of the customer back to the company to shape the roadmap
- Use LLMs to automate the busywork of customer success, from call reviews to health reports to QBR prep, so more of your time goes to the work that actually moves customers forward
- Help define the playbooks and operating standards for Customer Success as the company scales the team
What We Are Looking For
Must-haves:
- 2–6 years of experience in customer success, account management or another customer-facing role, ideally with enterprise B2B customers
- A clear, effective communicator with real polish; you can deliver good news, bad news and everything in between without losing a customer’s trust
- A track record of owning customer outcomes end to end, including renewals and expansion, in an ambiguous, fast-moving environment
- Good data intuition. You do not need to be a SQL expert, but you are comfortable looking at a dataset and knowing what it is telling you
- A willingness to learn! No prior AI experience required, but you should want to go deep on a technical product
Nice-to-haves:
- Experience managing customers for a technical or AI product, such as voice, contact center, conversational AI or sales tooling
- Familiarity with mortgage, lending or another regulated financial services vertical
- Experience working at early-stage startups
Benefits
- Top-of-market medical, dental and vision coverage for you and your dependents
- 401(k) with a top-of-market employer match
- Unlimited PTO
- Snacks, weekly team lunches and dinner on the company
- Hybrid in-office schedule: four days a week together in SF, with a flexible remote day on Wednesdays
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