Customer Success Manager

Ambrook helps American family-run businesses become more profitable and resilient. From volatile markets to climate shifts, independent operators face mounting pressure. While sustainable investments often yield the best long-term returns, they require financial clarity and capital that fragmented legacy systems can’t provide. We are rebuilding the financial infrastructure that independent operators rely on. By replacing paperwork with modern tools for accounting, banking, and spending, Ambrook gives owners the data they need to prove viability to lenders and the next generation. We empower the stewards of land and labor to make confident investments in their future. We’re a Series A startup backed by Thrive Capital, Dylan Field, and Homebrew . We’re looking for early team members to help us untangle the intersection of American industry, climate, and the economy. The opportunity We're hiring our first dedicated Customer Success Manager to own relationships with Ambrook's most strategic accounts. This is a build-from-scratch role: you'll create the playbook for how we manage, retain, and grow our most important customer relationships at scale. You'll work closely with CS leadership and our Product team to make sure strategic customer feedback shapes how we build — and you'll coordinate and execute visits to the farms, job sites, and operations of the people who use Ambrook every day. We're looking for someone who we can count on to… Own: Retaining and growing relationships across a book of ~300 strategic accounts, serving as the primary point of contact for Ambrook's most important customers. Teach: Customer relationship excellence, including how to build and maintain strong, proactive relationships with a diverse range of customers across the organization. Learn: Ambrook's product, accounting fundamentals, and the industries we serve — agriculture, trucking, construction, and others — as well as how AI can enable customized, scaled support that still feels deeply human. Within 1 month you'll… Become comfortable with Ambrook's product by shadowing support chat and onboarding calls, and independently leading new customer onboarding calls by end of month. Be fully ramped on Intercom and Linear as the primary tools for customer communication, account management, and tracking feature requests and bugs. Establish deep relationships with your team and cross-functional peers, including shadowing Full Service account managers to understand how they manage books of business. Begin meeting existing strategic customers and take on ~10 new accounts as the primary point of contact. Begin identifying opportunities for building the playbook for high-quality customer service at scale. Within 3 months you'll… Define and operationalize the playbook for managing a large book of customer relationships — including how to use AI and other tools to monitor account health and reach out proactively at key moments. Own retention metrics for your book of accounts. Confidently answer and troubleshoot a wide range of product and accounting questions — guiding new customers through setup and helping existing customers navigate issues and new features. Plan and execute your first strategic customer visit alongside a small team, managing logistics, customer communications, and trip strategy. Fully transition ownership of existing strategic accounts and consistently onboard new strategic customers into your book. Within 6 months you'll… Established and running a monthly strategic customer readout with key internal stakeholders, highlighting product gaps, key risks, and overall account trajectory. Reporting weekly on at-risk customers and expansion opportunities. Have systematized the monitoring and proactive outreach to customers at key times. Measure and improve retention of strategic accounts. Recognized as the go-to resource for product knowledge for customers and for customer knowledge internally. Regularly coordinating and facilitating touchpoints between key customers and members of the Ambrook team. About you A track record of managing and growing a large book of customer relationships focused on cultivating trust, retention, and expansion over time. Scrappy and resourceful — you can move fast, figure things out without a lot of structure, and build from scratch. Systems builder and data-driven — you're comfortable digging into data, excited about new tools and processes, and have a history of creating processes to scale yourself. You're using AI and related tools to automate yourself and create more time to focus on the most important things. Strong organizational and project management instincts. A clear, confident communicator in writing and in-person. Genuinely energized by people. This is a high-volume relationship role, and you should get energy from working with customers constantly. You are building or continuing a career in customer success and want to grow here, not just use the role as a stepping stone to another function. Bonus: Bookkeeping or accounting experience. Bonus: Affinity or direct experience with Ambrook's core industries — agriculture, trucking, construction, or property management. Benefits Competitive salary Health insurance 401(k) with matching contribution Flexible vacation time Flexible work hours Work-from-home/remote office stipend, or desk at Ambrook’s NYC office or Denver office Wellness stipend Professional development stipend Our values Real Talk – We create space for ourselves and others to be straightforward, vulnerable, and accountable. Reach Understanding – We are driven by curiosity and empathy to learn about our customers, team, and world. Be Proactively Resourceful – We are internally motivated and externally empowered to identify opportunities and solve problems. Derisk Thoughtfully – We lean into the biggest risks we face as a company and put in the work to address them systematically. Find the Positive-Sum – We believe in creating incentive structures that align the needs of our company, our customers, and our planet.

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