Customer Engagement Lead

About Cartesia

Our mission is to build the next generation of AI: ubiquitous, interactive intelligence that runs wherever you are. Today, not even the best models can continuously process and reason over a year-long stream of audio, video and text—1B text tokens, 10B audio tokens and 1T video tokens—let alone do this on-device.

We're pioneering the model architectures that will make this possible. Our founding team met as PhDs at the Stanford AI Lab, where we invented State Space Models or SSMs, a new primitive for training efficient, large-scale foundation models. Our team combines deep expertise in model innovation and systems engineering paired with a design-minded product engineering team to build and ship cutting edge models and experiences.

We're funded by leading investors at Index Ventures and Lightspeed Venture Partners, along with Factory, Conviction, A Star, General Catalyst, SV Angel, Databricks and others. We're fortunate to have the support of many amazing advisors, and 90+ angels across many industries, including the world's foremost experts in AI.

About the Role

Cartesia is seeking a customer-obsessed Customer Engagement Lead to build our entire post-sales customer function from the ground up. You'll work directly with our most innovative customers to ensure they unlock maximum value from our voice AI technology, while creating the scalable systems and processes that will power our customer success organization as we grow.

This is a highly strategic, 0-to-1 role designed for someone who thrives at the intersection of customer advocacy and operational excellence. You'll be responsible for designing the complete customer journey from onboarding through renewal, building world-class enablement content, and creating feedback loops that directly influence our product roadmap. This role offers the unique opportunity to shape how cutting-edge companies adopt and scale voice AI technology while building the foundation for our customer success function.

What You'll Do

• Own the entire post-sales customer journey - onboarding, activation, renewals, and expansion to maximize customer value from voice AI

• Build customer success infrastructure from 0-to-1 - playbooks, prompting guides, onboarding sequences, and scalable support systems

• Deeply understand customer pain points and friction across the journey, design strategies to streamline their experience, and build seamless feedback loops directly into Product and Engineering

• Establish metrics for success: define KPIs and health scores to measure adoption, retention, and expansion impact.

• Create world-class enablement content and thought leadership - training materials, documentation, and insights that establish us as the authority on voice AI

• Collaborate with GTM on activation strategies - identify expansion opportunities and improve product-led growth

• Embed with strategic accounts to understand use cases, remove blockers, and drive adoption

• Bridge technical and customer need - surface relevant customer pain points and partner with Product and Engineering to remove friction and improve the product.

• Build and lead the function - hire and manage a team as the role grows with strong performance

What You'll Bring

• 4+ years of professional experience: 2+ years at a high growth startup in customer facing role

• Customer obsession - you get energy from talking to customers and will run through walls to ensure their success

• Excellent communicator - exceptional written and verbal presentation skills who translates technical concepts and builds alignment across diverse audiences

• High-Impact Self-Starter - comfortable operating with minimal guidance and thriving with full ownership over ambiguous, cross-functional workstreams

• Exceptional Problem-Solving Skills - excel at taking complex, undefined problems 0 to 1, structuring solutions, and driving decisions with data

• Highly organized with bias towards action - you value velocity, learning, and shipping while maintaining systematic execution

• Excitement for Our Mission - genuinely curious about the future of voice AI and energized by what we are building

Nice-to-Haves

• Technical degree (Computer Science, Engineering, Mathematics, etc.)

• Customer success, onboarding, or account management experience at B2B SaaS companies

• 2 years at a top tier consulting, investment banking, or private equity firm

• Background building customer education programs or thought leadership content

• Financial modeling and quantitative analysis experience

• Experience with customer success tools and scaling customer-facing teams

• Professional background in AI/ML or enterprise software

Our culture

🏢 We’re an in-person team based out of San Francisco. We love being in the office, hanging out together and learning from each other everyday.

🚢 We ship fast. All of our work is novel and cutting edge, and execution speed is paramount. We have a high bar, and we don’t sacrifice quality and design along the way.

🤝 We support each other. We have an open and inclusive culture that’s focused on giving everyone the resources they need to succeed.

Our perks

🍽 Lunch, dinner and snacks at the office

🏥 Fully covered medical, dental, and vision insurance for employees

🏦 401(k)

✈️ Relocation and immigration support

🦖 Your own personal Yoshi