Customer Success Manager

Sema is a software company that bridges the gap between technical and non-technical audiences to help deliver excellent software while respecting the craft of coding.

Our first product has analyzed >1600 companies worth over $1.6TN to help guide technologists, the C-Suite, and Boards of Directors on codebase health.

We are now building our next-generation product, Liz, the world's first AI-native software product agent. Liz helps product teams ideate, plan, build, and communicate across product and engineering. 

We're looking for a Customer Success Manager to own the success of our Liz customers—Fortune 1000 companies with complex engineering organizations. This is a dual-function role: you'll be a hands-on CSM working directly with elite enterprise accounts while also running the coordination layer across Sema leaders who are part time serving as CSMs themselves (CEO, Head of Product, Product Manager).

Our product is deeply technical, our customers are sophisticated, and adoption requires understanding their engineering workflows intimately. You'll be the trusted advisor who helps them transform how they deliver software.

Individual Contributor

• Own customer relationships with Fortune 1000 engineering organizations, becoming their go-to expert on Liz
• Drive product adoption by deeply understanding each customer's engineering workflows, pain points, and goals
• Run implementation programs that get multiple stakeholders (CTOs, engineering managers, product managers) bought in
• Collect and synthesize product feedback—you'll regularly surface 15-20+ actionable items from customer conversations
• Create customer-facing resources: documentation, guides, best practices, training materials
• Build trust through technical credibility—you can go deep on JIRA workflows, GitHub integrations, DORA metrics, and AI coding tools

PMO/Coordination

• Run the Customer Success PMO (Project Management Office) across all CS contributors
• Track all customer opportunities and ensure nothing falls through the cracks
• Coordinate follow-ups from customer meetings across the team
• Establish processes that scale as we grow from advisory board members to paying customers
• Craft customer communications and own the flow of event based and global outreach

Required

• Customer Success Manager experience at a highly technical product — this is non-negotiable. If you haven't been a CSM at a complex technical product, this role will be extremely difficult.
• Deep technical fluency — you can discuss software development workflows, CI/CD pipelines, engineering metrics, and project management tools with credibility
• Experience working with enterprise customers (Fortune 1000, complex organizations with multiple stakeholders)
• Strong program/project management skills — you can coordinate across people and track many parallel workstreams
• Highest English fluency, written and oral 
• Self-directed and autonomous — you can be left alone with customers and stakeholders
• comfortable with ambiguity and building processes from scratch

Nice to have

• Experience in products with deep technical complexity
• Experience in developer tools, DevOps, or engineering productivity
• Experience creating customer enablement content (documentation, training, guides)
• Early-stage startup experience
• You have set up a customer success management program from scratch,
• You have managed other customer success managers with direct hiring and firing responsibility.

What this Role is not

• Not a sales role — you're not closing deals or managing renewals for revenue. Your success is measured by adoption and customer outcomes.
• Not a support role — you're not fielding tickets. You're a strategic partner helping customers transform their engineering operations.
• Not a management role (yet) — you won't have direct reports initially, but there are substantial advancement opportunities as Sema grows.

• Competitive compensation (this is a salaried role, not commission-based), including equity
• Remote-first culture with a global team
• Ground-floor opportunity at a company creating a new category in AI-powered software delivery
• Work directly with Fortune 1000 engineering leaders
• Clear path to growth as we scale the customer success function
• A team united by building something meaningful — we've been at this for 7 years and we're just getting started