Customer Success Manager

About ElicitElicit is an AI research assistant that uses language models to help researchers figure out what’s true and make better decisions. Our mission is to radically increase good reasoning. Today, hundreds of thousands of researchers across biomedicine, health economics, and computer science use Elicit to push the frontier of what’s possible.

We’ve reached strong product-market fit and are seeing significant inbound interest from leading research-driven enterprises. Come join us for this exciting journey! 

What you'll doOwn the end‑to‑end customer success motion from zero to one for enterprise accounts, pairing white‑glove support with scalable programs that drive fast time‑to‑value, strong adoption, and durable growth across new and existing customers.

• Build and run an enterprise deployment program that de‑risks rollouts and accelerates time‑to‑value.

• Stand up onboarding at scale, including admin enablement, role‑based training, and in‑product guidance.

• Define and manage customer health with leading indicators and clear playbooks for green/yellow/red.

• Drive retention and renewals through proactive risk reviews, executive alignment, and outcome tracking.

• Partner with AEs to surface and qualify expansion opportunities and support multi‑threaded land‑and‑expand plays.

• Create reusable playbooks, QBR/EBR templates, and CS collateral that standardize best practices.

• Establish a voice‑of‑customer loop to Product and Marketing with prioritized insights and enterprise proof points.

You may be a good fit if you have• Built and scaled enterprise onboarding and deployment programs that accelerate time-to-value and reduce rollout risk.

• Partnered with Sales to surface, qualify, and support expansion in multi-threaded land-and-expand motions.

• Created reusable CS playbooks, role-based training, QBR/EBR templates, and in-product guidance at scale.

• Turned voice-of-customer insights into prioritized product feedback and enterprise proof points for Product and Marketing.

• 5+ years in technical customer-facing roles, with fluency in technical products and the ability to explain them to both technical and executive audiences; strong program and project management across multiple enterprise accounts.

Bonus experience• Background in scientific research, biotech/pharma, or R&D tools

• Experience selling horizontal SaaS or AI platforms

• Exposure to product-led growth or hybrid sales motions

• History of mentoring other implementation team members and shaping early-stage go-to-market strategy

What we offerIn addition to working on an ambitious mission alongside a world-class, collaborative team, you’ll receive:

• Competitive OTE of 150K-250K with above-market equity

• Fully covered health, dental, vision, and life insurance for you + generous family coverage

• Flexible vacation (recommended minimum of 20 days)

• 401(k) with 6% employer match

• $2,000 device budget + ongoing equipment refresh

• Personal and professional development budget

• Flexible work environment across North America and Europe, with in-person retreats and coworking events