Overview
You're working with Brox customers (market research teams, insights leaders, product managers) to onboard them, teach them how to use digital twins, and drive enough value that they renew. You're answering questions like "how do I build a twin of our target customer?" and "why isn't this prediction matching our survey data?" while pushing them to run more experiments.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | CSM (onboarding + retention) |
| Sales Motion | Renewal-focused (some expansion) |
| Deal Complexity | Consultative |
| Sales Cycle | Ongoing (12-month contracts) |
| Deal Size | $50-200K ACV (retention) |
| Quota (est.) | 90%+ net retention, $100-200K expansion/year |
Company Context
Stage: Early-stage (likely Seed/Series A based on 14-person team)
Size: 14 employees
Growth: Hiring CS suggests they have enough customers to need dedicated success support
Market Position: Category creator - your job is to prove the digital twin concept works so customers don't churn back to traditional research
GTM Reality
Customer Base: Likely 10-30 customers at this stage, mostly mid-market to enterprise research teams
Book of Business: You'll manage 10-15 accounts ($500K-1.5M total ARR)
Expansion Motion: Upselling additional digital twins, more users, advanced features as customers see value
Competitive Landscape
Main Competitors (for renewal): Reverting to traditional surveys/panels, trying competitors, building in-house AI solutions
How They Differentiate: Faster insights, lower cost than agencies, more accurate than surveys - your job is to prove this
Common Churn Risks: "We don't use it enough to justify the cost", "Our team doesn't trust the AI predictions", "It's too complex for our researchers", "Budget cuts"
Retention Themes: Show measurable ROI (time saved, money saved, better decisions made), build power users who champion internally, drive consistent usage
What You'll Actually Do
Time Breakdown
Customer Calls/Support (40%) | Onboarding New Accounts (25%) | Account Planning (20%) | Internal Coordination (15%)
Key Activities
- Onboarding New Customers: Walking new customers through their first digital twin build, explaining how to query twins, teaching best practices. You're doing 3-5 onboarding calls per new account over 4-6 weeks.
- Technical Troubleshooting: Answering questions like "Why is this twin giving different results than our survey?" or "How do I build a twin that represents Gen Z sneakerheads?" You're part support, part research consultant.
- Driving Adoption: Running QBRs to show usage data, pushing teams to run more experiments, identifying departments that aren't using the platform. You're tracking "experiments run per month" and trying to get that number up.
- Renewal Conversations: Building business cases 90 days before renewal showing ROI (time saved, cost vs traditional research, decisions informed by Brox). You're justifying the platform fee vs their research budget.
- Expansion Opportunities: Identifying when customers need more digital twins, additional user seats, or advanced features. You're upselling when they're getting value.
The Honest Reality
What's Hard
- Low adoption is constant - many customers buy Brox but their teams don't use it consistently because they're stuck in old research habits
- Technical support is complex - you need to understand how the AI works well enough to troubleshoot when predictions seem off
- You're fighting skepticism - research teams often don't trust AI predictions, so you're constantly proving accuracy
- Renewals are tense - at this price point ($50-200K), every renewal goes through procurement and budget scrutiny
- Small team means you're doing onboarding, support, renewals, and expansion all yourself with minimal resources
- Category newness means customers often don't know what "good" looks like - you're teaching them how to use a tool that doesn't have industry best practices yet
What Success Looks Like
- Hitting 90%+ net retention (most customers renew)
- Driving $100-200K in expansion revenue per year from upsells
- Getting customers to "aha moments" - running enough experiments that they can't imagine going back to surveys
- Building internal champions who advocate for Brox during budget season
Who You're Working With
Primary Contacts:
- Market Research Managers (day-to-day users)
- Consumer Insights Directors (renewal decision-makers)
- Product Managers (power users running experiments)
- Data Science teams (technical stakeholders who evaluate accuracy)
What They Care About:
- Getting value from their investment - are they using Brox enough?
- Accuracy and trust - do the digital twins actually predict real behavior?
- Ease of use - can their team run experiments without hand-holding?
- ROI vs their old research process - is this saving time and money?
Requirements
- Experience in customer success for technical/SaaS products (ideally AI or research tools)
- Comfortable explaining technical concepts (AI, behavioral modeling) to non-technical users
- Ability to be part support agent, part strategic consultant
- Strong at identifying churn risk and proactively addressing it
- Must work US East Coast hours (9am-6pm ET)
- Smart enough to troubleshoot complex issues and coordinate with product/eng teams
- Patient with adoption challenges - customers won't use the product perfectly right away