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Overview
Join Cursor as RVP, Digital CSM to lead the digital customer success function, driving adoption and retention for our self-serve customer base. Build and scale automated engagement strategies while collaborating cross-functionally. Our mission is to automate coding. The first step in our journey is to build the best tool for professional programmers, using a combination of inventive research, design, and engineering. Our organization is very flat, and our team is small and talent dense. We particularly like people who are truth-seeking, passionate, and creative. We enjoy spirited debate, crazy ideas, and shipping code.
What you'll do
- •Build the digital CS motion from the ground up: design the operating model for scaled, one-to-many coverage — pooled CSMs managing large books through tooling and automation rather than 1:1 relationships.
- •Own activation & onboarding: ship self-serve onboarding, lifecycle communications, and in-product nudges that reliably get customers to first value with no manual touch.
- •Own scaled retention and expansion: accountable for adoption, health, GRR/NRR, and product-led expansion across the self-serve and usage-based segment.
- •Stand up automated, signal-driven engagement: health scoring and usage signals (seat utilization, blocked users, MAU/token trends) that trigger outreach without a human watching every account; behavior-based lifecycle plays (e.g. a user hits a rate limit → automated play fires); in-app nudges and product-led expansion motions.
- •Use AI as a force multiplier: build AI-powered engagement plays that extend a small team's reach, and partner with Product to clarify what this team builds vs. what belongs in the product itself.
- •Instrument and operate by data: define what "activated" and "healthy" mean per tier, partner with RevOps/Data to build the health-scoring and reporting backbone, and run a rigorous experimentation program that separates real behavior change from surface activity.
- •Build community as a scale layer: Slack/forum communities and self-serve resources as a scalable engagement and support channel.
- •Partner cross-functionally: work with Product & Engineering, Growth/PLG, Marketing, RevOps, Sales, and the other RVPs to deliver a seamless scaled experience and unlock expansion.
- •Hire, lead, and develop leaders: build and coach a team of Regional Directors (Named + Pooled) and their CSMs, including onboarding, performance management, and career growth.
You may be a fit if
- •Built or scaled a digital / tech-touch / one-to-many customer success function — pooled coverage, automation- and lifecycle-driven, serving a large customer base.
- •Developer-tools / technical-software domain experience — credibility with a developer/technical audience and their buying/adoption patterns.
- •Leader of leaders: proven experience hiring, developing, and managing managers/directors at scale, with a high talent bar.
- •Fluency with the scaled-CS toolkit: health-scoring design, usage-based signals, CS/automation tooling, and PLG expansion motions; comfortable owning GRR/NRR.
- •Strong understanding of software development lifecycles, engineering org structures, and AI-enabled developer tooling.
- •Executive presence and communication — credible with developers and with VP/CTO/CFO-level stakeholders on value.
- •High-agency, scrappy operator who thrives in fast-moving, ambiguous, high-growth environments and builds in motion.