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Paradigm is building a new type of spreadsheet for automating manual research with AI agents. Backed by ~$10M from General Catalyst and Y Combinator, the company is based in San Francisco with a small, talent-dense team of serial builders from Google, Databricks, Penn, Bridgewater, and other top organizations.
You will be an exceptional operator responsible for ensuring every Paradigm customer succeeds. Starting immediately, you'll own the operational backbone of customer success—taking operational load off the founding team and growing into full account ownership.
Today, the largest customer accounts are run hands-on by founders with bespoke onboarding, negotiated pilot success criteria, and expansion conversations built on real relationships. You'll come in and immediately own the operational infrastructure that makes this motion work, then grow into owning accounts yourself.
Key responsibilities:
- Own onboarding logistics for new pilots: kickoff scheduling, account setup, and getting customer teams productive quickly
- Track every pilot against agreed success criteria and flag risks early
- Serve as first-line triage for customer questions and issues, resolving what you can and escalating appropriately
- Maintain customer records, usage data, and account health visibility
- Build repeatable playbooks and templates that scale the bespoke motion
- Grow into owning a book of accounts, leading check-ins, renewals, and end-to-end customer relationships
- Deeply understand each customer's data pain points and priorities; identify best use cases and teams for expansion
- Partner on expansion, spotting where customers can get more value and driving upsells across layered buying organizations
As Paradigm grows, this role will naturally evolve with opportunities to expand into full account ownership, broader customer success, or people and operations roles. No two weeks will look the same; you'll take pride in making sure nothing falls through the cracks.
REQUIREMENTS:
- Experience in a client-facing role such as consulting, deployed engineering, account management, implementation, customer success, or operations
- Exceptional organizational skills and attention to detail
- Excellent written and verbal communication, comfortable with sophisticated enterprise customers
- Fast learner who can become genuinely fluent in a technical product and explain it clearly
- Strong judgment, discretion, and ability to handle confidential customer information
- High comfort operating in fast-moving, ambiguous environments where priorities shift frequently
- Proactive, low-ego sense of ownership; willing to do operational work now while growing into more
- Willingness to travel
PREFERRED:
- Successfully been part of complex enterprise teams, especially sourcing and managing account growth
- Experience as a software engineer, solutions engineer, technical account manager, or other technical role
- Pride in being the person who ensures nothing falls through the cracks
- Satisfaction from turning messy, bespoke motions into clean, repeatable playbooks
- Ability to become genuinely fluent in technical products and explain them to non-technical stakeholders
- Energized by fast-paced, ambiguous environments where priorities shift week to week
