Customer Success Manager at Mintlify in San Francisco, CA

Job description

Why Mintlify? We're on a mission to empower builders. Massive reach: Our docs platform serves 100 million+ developers every year and powers documentation for 20,000+ companies, including Anthropic, Microsoft, PayPal, Spotify, Coinbase, X, and over 20% of the last YC batch. Small team, huge impact: We recently passed 65 employees and raised a $45 million Series B led by A16Z and Salesforce Ventures. Each new hire has a huge impact on shaping the company's trajectory. Culture of slope over y-intercept : We value learning velocity, grit, and unapologetically unique personalities. We grew in value faster than headcount and we’re looking to align the two quickly. About Mintlify Mintlify is the documentation platform for the AI era. More than 20,000 companies, including Anthropic, Microsoft, Coinbase, Perplexity, Replit, Vercel, and Zapier, use Mintlify to publish docs that stay current and work for both developers and AI agents. Our customers' docs reach over 100 million people a year, and nearly half of that traffic now comes from AI agents. In April 2026 we raised a $45M Series B led by Andreessen Horowitz and Salesforce Ventures, with Bain Capital Ventures and Y Combinator also backing us. We're a fast-moving, high-agency team based in San Francisco. About the role Mintlify is hiring a Customer Success Manager to own the health, retention and growth of a book of Enterprise customers: companies, from fast-growing AI startups to global enterprises, that run their technical docs, help centers and internal knowledge bases on Mintlify. You'll be the person at Mintlify who knows where each of your accounts stands and has a plan to move it forward. You'll take accounts over from our Solutions Engineers at go-live, get customers enabled quickly, keep a current read on health and strategy for every account, and work alongside Account Managers to land clean renewals and grow expansion. When something looks off, you raise it early. This is a commercial role as much as a relationship one. You'll be measured on expansion and gross revenue retention across your book, and you'll help customers measure value in the terms they care about: doing more with fewer people, getting accurate answers from their AI assistants and agents, and keeping critical knowledge current and owned. Team: Customer Success, working alongside Account Managers, Solutions Engineers and Support Engineering Reports to: Ben Terrill, Head of Customer Success Location: San Francisco, in office five days a week Travel: Occasional, for on-site visits where you have several accounts in one area Type: Full-time What you'll do Own your book from go-live onward. Take a formal handover from the Solutions Engineer, confirm stakeholders and success criteria, and set an initial health score and account strategy for every new account. Get customers enabled fast. Deliver product training and enablement within 30 days of go-live so teams get value from everything they bought. Keep a current, defensible point of view on every account. Maintain the health score, account strategy (Expand, Sustain or Defend), competitive read and success criteria in Salesforce, and update them as soon as something material changes. Stay present and multithreaded. Talk with every account at least once a quarter, run an executive business review with each one at least once a year, and know the economic buyer as well as the day-to-day champion. Catch risk early and lead the save. Escalate at-risk accounts the same week you see the signal, then build and run the save plan with CS leadership and the Account Manager. Generate expansion pipeline. Spot expansion signals in usage and conversations (the next team, the next use case or the next surface, such as a help center or internal knowledge base), source qualified opportunities and work them with the Account Manager. Set up every renewal for success. Kick off renewals at least 90 days out, make the value case with the customer, and lead straightforward renewals wh