Location: San Francisco, CA (In-Office, 6 Days/Week)
Compensation: Top of Market + Equity
Broccoli AI builds AI voice agents that act like real employees—answering phones 24/7, booking jobs in ServiceTitan, alerting techs when emergencies hit, and following up on missed calls or open estimates.
In just 12 months, we’ve grown to 200+ contractors with 40% MoM growth. Backed by top-tier VCs, we’re building the AI-native operating system for the trades —helping home service businesses run faster, smarter, and more profitably.
We move fast, experiment constantly, and ship products that change how real-world businesses operate.
Our AI agents already power mission-critical customer communications for contractors nationwide. Now we need a world-class Customer Success leader to ensure every customer—from small HVAC shops to multi-location franchises—gets value from day one and stays for the long run.
This is a founding role : you’ll be the first Customer Success hire, working directly with the founders to design the systems, playbooks, and culture that define how we scale customer happiness and retention.
Own the customer journey: Build onboarding, training, and retention processes that turn new users into advocates.
Be the voice of the customer: Translate feedback into actionable insights for product and engineering to improve the AI experience.
Drive adoption and outcomes: Help customers understand how Broccoli AI transforms their operations and measure success through real ROI.
Design and lead processes: Create scalable CS systems—from health scoring to renewal workflows and playbooks.
Hire and lead: As we grow, build and manage a world-class Customer Success team from the ground up.
Partner with founders: Work cross-functionally with Product, Growth, and Engineering to shape the roadmap based on what customers actually need.
Set the standard: Establish the metrics and rhythms for success—NPS, churn, time-to-value, expansion, and more.
3–8 years of experience in Customer Success, Account Management, or Operations (preferably at a SaaS or AI company).
You’ve built or scaled CS programs before—or you’re ready to.
Exceptional communication and empathy—you can explain technical products clearly and connect with both business owners and operators.
Analytical mindset: you’re data-driven, comfortable with dashboards, and can identify patterns in churn, retention, and usage.
Comfortable with ambiguity and rapid growth —you like building structure where none exists.
Deep curiosity about AI, automation, and voice technology , and how these tools impact real-world industries.
Excited to work in-office in San Francisco , side-by-side with the team, talking to users, and driving impact daily.
Massive Impact: Own customer success at one of the fastest-growing AI startups in the country.
Founding Role: Define how we support and retain our customers from the ground up.
Direct Collaboration: Work shoulder-to-shoulder with the founders and leadership team.
Fast Feedback Loop: What you build this month shapes what thousands of users experience next month.
Top-of-Market Pay + Equity: Meaningful ownership in a company growing 40% month-over-month.
Beautiful South Park Office: Collaborative, high-energy, and surrounded by builders