Customer Success & Growth Lead
HeliconeVisit Helicone website
Acquired AI developer-tooling company operating an LLM observability platform and AI gateway in maintenance mode.
San Francisco, United States
About Helicone
Helicone provides open-source LLM observability and an AI gateway for routing, logging, monitoring, debugging, analytics, and fallbacks across model providers.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will support customer needs by tracking, prioritizing, and resolving issues promptly. You will analyze churn, subscriptions, and usage patterns; engage high-usage customers to secure longer-term commitments; conduct personalized outreach and discovery calls; connect with YC companies; support events; and improve processes independently.
Requirements
- 1–3 years of experience in customer-facing roles, preferably B2B SaaS customer success
- Technical knowledge of AI and LLM infrastructure, APIs, and developer tools
- Familiarity with LLM providers, AI application development, and integration patterns
- Ability to explain technical concepts to technical and non-technical audiences
- Strong written and verbal communication skills
Responsibilities
- Serve as a primary contact for customer support needs
- Track, prioritize, and resolve customer issues promptly
- Monitor and analyze churn, subscription, and usage metrics
- Reach out to high-usage customers to secure longer-term commitments and prevent churn
- Manage founder LinkedIn outreach and schedule discovery calls
- Conduct targeted outreach to current YC batch companies
- Support community event planning and execution
- Identify and implement process improvements