Meridian AI, Inc. Customer Success Manager Remote · Full time Company website

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Meridian is the leading CRM and data intelligence platform for private market investors. We are trusted by top-tier firms across private equity, credit, hedge funds, and institutional LPs and today power over $500B in assets under management. Built by a team with deep investing and technology expertise — including alumni from Blackstone and Thoma Bravo — Meridian offers an integrated system of record that combines software, structured data, and proprietary AI to streamline how investment teams operate. Our customers no longer need to stitch together Salesforce, PitchBook, or spreadsheets. Meridian delivers a single, unified platform purpose-built for the full investment lifecycle — from sourcing and diligence to IC management, portfolio tracking, and reporting. We’ve raised $7M in seed funding from world-renowned VCs and are growing rapidly, with an exceptional inbound pipeline and consistently increasing contract values. Several firms have signed multi-year contracts exceeding $200K+, and demand continues to accelerate.

What You'll Do

• Own customer health and retention. Monitor usage patterns, engagement metrics, and customer sentiment to proactively address risks and drive adoption across investment teams.
• Drive strategic account management. Lead QBRs, executive business reviews, and regular check-ins focused on demonstrating ROI and identifying expansion opportunities.
• Partner cross-functionally. Work closely with product, engineering, and sales to advocate for customer needs, inform product roadmap priorities, and ensure seamless customer experiences.
• Manage renewals and expansion. Own the renewal process and collaborate with sales on upsell and cross-sell opportunities based on deep account knowledge.
• Build executive relationships. Develop trusted advisor relationships with key stakeholders at each account, understanding their strategic priorities and business challenges.
• Help create customer success playbooks. Build scalable processes, frameworks, and best practices as we grow our current customer base.
• Translate customer insights into action. Collect, synthesize, and communicate customer feedback to shape product strategy and business decisions.

Who You Are

• 5+ years of Customer Success, Account Management, or Client Services experience at a B2B SaaS company, preferably in enterprise or mid-market segments.
• Proven track record of retention and expansion - you've owned book of business responsibility with clear metrics around NRR, GRR, and customer health.
• Strong CS fundamentals - experienced with customer health scoring, QBR frameworks, success planning, and proactive risk management.
• Executive presence and communication skills - comfortable presenting to C-level stakeholders and leading strategic business conversations.
• Data-driven and analytical - you use metrics to understand customer health, identify patterns, and make decisions.
• Process-oriented and organized - able to manage multiple complex accounts while building scalable systems and documentation.
• Director potential - you're ready to take on people management and strategic leadership responsibilities within 6 months.
• Startup mindset - comfortable with ambiguity, building processes from scratch, and wearing multiple hats in a fast-paced environment.
• Bonus: Familiarity with private equity, credit, or financial services - understanding of investment workflows is helpful but not required. We'll teach you the industry.

Why Join Us

• Clear growth trajectory. High performers will be promoted to Customer Success Director within 6 months, leading a team as we scale.
• Shape the CS function. Define the customer experience and build scalable processes for the leading technology platform in private markets.
• Work with sophisticated customers. Partner with some of the world's top investment firms on strategic, high-value relationships.
• High-impact role. Your work directly influences retention, expansion, and company growth at a critical inflection point.