Founding Customer Success Manager

About Valsoft

Valsoft builds and scales vertical market software companies. We partner with strong teams, invest for the long term, and run disciplined operating systems to drive sustainable growth across our portfolio.

About Carla AI

Carla AI is an AI powered voice agent that handles inbound calls, takes reservations, processes payments, and delivers 24/7 customer support, all without human intervention. When a situation requires a human touch, Carla seamlessly transfers the call with full context.

Carla was purpose built for the rental industry, starting with car rental operators across North America. Our platform integrates directly with rental management systems, giving operators instant call answering, real time availability checks, automated booking workflows, and a live performance dashboard.

We are now establishing Carla AI as an independent business unit with its own leadership team, with ambitions to expand into the broader rental and services verticals. This is a ground floor opportunity to join a product that already works, at the moment it begins to scale.

The Opportunity

We’re hiring a Customer Success Manager to own onboarding, adoption, and retention for Carla AI’s growing customer base. This is a hands on role for someone who enjoys working directly with customers, understands how operators run their day to day business, and can turn a new sign up into a long term, high value relationship.

You’ll be responsible for taking customers from contract signed through to fully operational: configuring Carla for their business, training their teams on the dashboard and knowledge base, monitoring adoption, and ensuring they see measurable value from the product. Once live, you’ll own the ongoing relationship, driving retention, identifying expansion opportunities, and acting as the customer’s voice back into the business.

You’ll work closely with the CEO of Carla AI and cross functional stakeholders across Sales, Product, Engineering, and Partnerships. As one of the first customer facing hires, you’ll have a direct hand in shaping the onboarding playbook, defining what great looks like for customer health, and building the success function from the ground up.

What You’ll Do

Own customer onboarding and activation

• Lead new customers through implementation: configuring Carla for their business, integrating with their rental management system, setting up the knowledge base, transfer rules, opening hours, and greeting flows.

• Train customer teams on the Carla AI dashboard, analytics, call review, and configuration tools so they can self serve day to day.

• Define and track activation milestones to ensure every customer reaches first value quickly: calls answered, bookings created, time saved.

• Build and refine repeatable onboarding playbooks, documentation, and training materials as the customer base grows.

Drive retention and customer health

• Own the ongoing customer relationship post onboarding: regular check ins, business reviews, and proactive outreach based on usage and performance data.

• Monitor customer health metrics such as call volume, booking conversion, feature adoption, and dashboard engagement to spot risks early and act on them.

• Manage renewals and ensure customers continue to see value as their business and Carla’s capabilities evolve.

• Handle escalations with empathy and urgency, coordinating with Product and Engineering to resolve issues and close the loop with the customer.

Identify growth and expansion opportunities

• Spot opportunities to expand usage within existing accounts: additional locations, higher tier plans, new features, or broader use cases.

• Share structured customer feedback with Product and leadership to inform roadmap priorities, packaging decisions, and new vertical exploration.

• Collaborate with Sales and Partnerships to support case studies, references, and customer stories that fuel new business growth.

Build the success function

• Establish the foundations of the customer success operation: health scoring, onboarding workflows, renewal tracking, and escalation processes.

• Maintain accurate customer records, notes, and lifecycle data in CRM (HubSpot).

• Contribute to building a knowledge base of best practices, FAQs, and self service resources for customers.

What Success Looks Like

In the first 90 days

• You’ve onboarded your first cohort of customers and they are live, with Carla answering calls and creating bookings.

• A repeatable onboarding playbook is documented and being refined based on real customer feedback.

• Customer health tracking is in place and you have clear visibility into adoption and engagement across your accounts.

• You’ve built trusted relationships with early customers and are their go to contact for anything Carla related.

In 6 to 12 months

• Customer retention is strong: the majority of customers onboarded are renewing and actively using the product.

• Onboarding time to value has improved measurably through playbook iteration and process refinement.

• You’ve identified and supported expansion within existing accounts, contributing to revenue growth beyond initial contracts.

• Customer feedback loops are producing actionable insights that are influencing product and go to market decisions.

• The customer success function has clear processes, health metrics, and documentation that could support scaling the team.

What We’re Looking For

Required

• 2 to 4 years of experience in customer success, account management, or implementation within B2B SaaS.

• Demonstrated ability to onboard and retain customers, with a track record of driving adoption and reducing churn.

• Strong project management instincts: comfortable managing multiple customer implementations and timelines simultaneously.

• Excellent communication skills, both written and verbal, with the ability to train, present, and build trust with operators who are not necessarily technical.

• Proactive and empathetic: you anticipate customer needs rather than waiting for escalations.

• Comfortable working with data to monitor customer health, spot trends, and inform decisions.

• CRM experience (HubSpot, Salesforce, or equivalent).

• Self motivated, detail oriented, and comfortable working autonomously in a fast paced, evolving environment.

Preferred

• Experience in the rental industry (car rental, equipment rental, fleet management) or adjacent verticals such as automotive, travel tech, or mobility is a strong plus.

• Experience onboarding customers onto AI, automation, or voice/conversational technology products.

• Experience building or materially improving customer success processes, playbooks, or health scoring from scratch.

• Familiarity with SaaS products and API based integrations, enough to guide customers through configuration without needing engineering support for every question.

• Startup or early stage SaaS experience where you had to build the function, not just run it.

Why Join

• Be the first dedicated customer success hire for an AI product that customers can see and hear working from day one.

• Ground floor opportunity: shape the entire post sale experience as the business establishes its own leadership team and scales its customer base.

• Direct influence on onboarding design, customer health frameworks, and product direction through the feedback you bring back from the field.

• Work with a product that delivers immediate, measurable value to operators: every call answered, every booking captured, every minute saved.

• Backed by Valsoft / Aspire Software, combining the stability of a global portfolio with the pace and ownership of a startup.

• Competitive compensation and strong growth potential as the customer success function scales.

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