Reforged Labs
Turn intuition into insights, in minutes
Customer Success Manager
About the role
Top 3 reasons to join us
- Work on AI agents that power top global gaming studios
- World-class team from Harvard & FAANG
- Competitive salary and bonus with proven market fit
About Us
Reforged Labs is the creator of Boa, the AI creative intelligence agent that helps mobile game marketers answer all their questions about what ads are performing, why they work, and what to create next.
The AI agents we build help mobile-game marketers create, test, and scale winning ad creatives. Our stack combines retrieval-augmented generation, multimodal models, and billions of gameplay and ad-performance signals.
We’re a small but fast-growing team with backgrounds from Google, Microsoft, Apple, and Harvard. We’re backed by world-class investors, including DCM, Y Combinator, the founder of King and Sky Mavis, and executives from Niantic and Pocket Gems.
The Role
We’re looking for our founding Customer Success Manager who will be the trusted advisor to our customers, from onboarding to retention. You will not only work directly with customers to drive value, but also design the systems, playbooks, and strategies that define our new Customer Success function. This role is perfect for someone who is deeply curious, customer-obsessed, and energized by building strong, long-term relationships. This is a foundational role that will shape how we support, engage, and grow our customer relationships from the ground up.
Responsibilities:
- Own the customer journey: Onboard new accounts, provide training, and build relationships that drive product adoption.
- Build playbooks and workflows: Help create scalable systems for onboarding, success planning, and check-ins.
- Be the voice of the customer: Advocate for customer needs internally with Product and Engineering teams.
- Drive outcomes: Proactively help customers realize value, meet their goals, and achieve success benchmarks.
- Resolve issues quickly: Triage support tickets, answer questions, and surface feedback effectively.
- Renew and retain: Monitor account health, lead renewal conversations, and identify expansion opportunities.
- Collaborate cross-functionally: Partner with Sales and Marketing to support customer growth and referenceability.
Ideal Skills and Experience
- 3 - 6 years in a customer-facing role (Customer Success, Solutions, Account Management, etc.), ideally in a startup or high-growth environment.
- Proven experience creating or evolving customer-facing systems or processes.
- A proactive, self-starter mindset. You’re comfortable building from scratch and wearing multiple hats.
- Excellent communication skills and strong relationship instincts.
- Deep empathy for customers and a passion for helping them succeed.
- Bonus: Experience with B2B SaaS, technical users, or early-stage customer development.
What We Offer
- Annual offsites and a dedicated learning budget
- Flexible PTO
- Health insurance stipend
- Remote role with in-person meetups
- Competitive compensation
- Direct impact and visibility with leadership
Reforged Labs is an equal-opportunity employer. We value diverse perspectives and believe they make better products.
About the interview
- Initial Screen
- Customer Success Strategy & Process Design Exercise
- Project Review & Live Scenarios
- Cross-Functional Collaboration Interview
- Final Leadership Conversation
About Reforged Labs
Reforged Labs Boa is the AI creative intelligence agent that answers all your questions about what ads are performing, why they work, and what to create next.
We’re a small and nimble team with backgrounds from Google, Microsoft, and Harvard, and we’re backed by world-class investors, including DCM, Y Combinator, the founder of King and Sky Mavis, and executives from Niantic and Pocket Gems.
