Customer Success Manager

Customer Success Manager Department: Business Development & Partnerships Employment Type: Full Time Location: San Francisco

Description Reactor is building the inference platform for real-time world models. Our goal is to democratize access to real-time intelligence to unlock next-generation use cases in media, physical AI and omni-directional models. We already run the largest and fastest catalog of world models on the market, and work closely with all major model labs to run and optimize their world models, including Alibaba, Amazon, and NVIDIA. Our team is made of alumni from leading firms such as Apple, Meta, Amazon, Microsoft, Luma AI, Adobe, Stability AI, and more. We've raised $74M led by Lightspeed, with Amplify Partners, WNDR, NVIDIA, Sapphire, and other Tier 1 investors participating. Jeffrey Katzenberg, co-founder of DreamWorks Animation, sits on our board of directors.

We're signing customers faster than we can look after them. You'll be our first Customer Success Manager, the person every signed customer talks to each week once the contract is done.

You'll keep those customers happy, find where they can grow with us, and bring what they tell you straight back to product. A lot of what we build next will start with your notes.

What You'll Do

• Run weekly check-ins with every signed customer. Know what they're shipping, what's blocking them, and what they'll need from us next quarter.
• Get new customers live fast. Work with our forward deployed and inference engineers to take a customer from signed contract to production traffic.
• Keep a success plan for every account and run QBRs with customer leadership. Visit customers on-site to see how they're actually using Reactor.
• Spot renewals and expansions early. Find the next model, the next product line, or the next team that should be on Reactor, and close it with BD.
• Forecast each account's usage and build the ROI case behind it, so renewals and bigger commits are easy yeses.
• Treat it as a two-way relationship. Ask customers for case studies, references and early access to what they're building.
• Be the escalation point when something breaks. Pull in the right engineers, keep the customer posted, and stay on it until it's fixed.
• Watch usage and account health, and flag churn risk before it shows up in the numbers.
• Bring the customer into the building. Turn what you hear into clear, prioritized asks for product and engineering.
• Build our CS function from scratch: onboarding, health tracking, QBRs, playbooks, and the tooling behind them.

Who You Are

• 5+ years in customer success or account management at a technical B2B company (AI, infra, robotics, or developer tools is ideal).
• You've managed a book of high-value accounts and grown it. You can point to the expansions you drove.
• Technical enough to follow an API integration and talk latency and throughput with an engineer, then explain it plainly to a customer's exec.
• You can get engineering, product and sales moving on a customer problem without having authority over any of them.
• Organized to a fault. Every commitment from a call lands somewhere and gets done.
• You write clearly and follow up without being asked.
• You use AI tools every day and automate your own work with them.
• Happy to travel to customer sites when it helps.
• You like being early. There's no playbook yet, and you'd rather write it than wait for one.

Nice to Have

• Experience with generative video, gaming, robotics, or foundation model customers
• Background in technical account management, solutions engineering, or consulting before CS
• You were an early CS hire somewhere and built the function
• Comfort with usage data (SQL, dashboards) to track account health
• Hands-on with a CRM (HubSpot, Salesforce, Attio)

Benefits

• Competitive SF salary and meaningful equity in an early-stage company backed by top investors
• Direct access to founders and influence over product direction
• Visa sponsorship and relocation support
• Generous health, dental, and vision coverage