---
title: 'Customer Success Manager at BackOps-AI'
canonical: 'https://feeny.ai/job/customer-success-manager-backops-ai-san-francisco-ne028vk1x3b2'
type: 'job'
last_seen: '2026-10-18'
---

# Customer Success Manager at BackOps-AI

- **Company:** BackOps-AI
- **Location:** San Francisco, CA
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-20
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.gem.com/backops-ai/am9icG9zdDpniqC95XG4_lt5JcwAe7TX

## Job description

Company Description BackOps is at the forefront of supply chain intelligence, leveraging advanced AI to optimize logistics processes. Our solutions empower logistics teams to maximize efficiency and focus on mission-critical initiatives. We are dedicated to transforming the supply chain industry through innovative technology and data-driven insights.

## About the Role

We're looking for a Customer Success Manager who thrives on building deep customer relationships and driving measurable value. You'll own a portfolio of accounts across some of the most forward-thinking companies in logistics and supply chain — serving as their trusted advisor, strategic partner, and internal champion. This role is about understanding your customers' goals so well that you can proactively surface opportunities, guide adoption, and help them grow. You'll collaborate closely with product and engineering teams to ensure customer needs shape what we build — but your north star is always the customer relationship and their outcomes.

## What You'll Do

- Own the end-to-end relationship with a portfolio of customers, from onboarding through renewal and expansion.
- Run regular strategic check-ins to track performance, surface insights, and align on priorities.
- Develop a deep understanding of each customer's business goals and workflows to deliver proactive, high-value recommendations.
- Translate customer feedback and pain points into clear product requests, partnering with internal teams to drive solutions.
- Identify and develop expansion opportunities, collaborating with sales leadership to grow accounts.
- Keep stakeholders — both customer-side and internal — aligned, informed, and moving forward.
- Serve as the internal voice of your customers, driving urgency and visibility around what matters most to them.

## What We're Looking For

- 5+ years in a customer-facing role (Customer Success Manager, Account Manager, or similar).
- Proven track record of building trusted, long-term relationships with business stakeholders.
- Strong communicator — able to distill complexity into clear, actionable insights for any audience.
- Sharp organizational skills with a relentless focus on follow-through; nothing falls through the cracks on your watch.
- Commercially minded — you think about retention, growth, and value delivered in equal measure.
- Comfortable working cross-functionally with product and engineering teams, even if you're not technical yourself.
- Startup DNA: adaptable, curious, and energized by owning outcomes in a fast-moving environment.

Bonus Points

- Experience in logistics, supply chain, or operations-heavy industries.
- Background in SaaS or data-driven products.
- Familiarity with process improvement, workflow automation, or systems integrations.

## Benefits & Perks

We take care of our team so you can do your best work.

- Competitive salary and performance-based incentives
- 401(k) plan
- Comprehensive health, dental, and vision coverage
- Daily meals and snacks provided in-office
- Hybrid schedule
- FTO
- Regular team bonding events, offsites, and learning opportunities

## About BackOps-AI

## Company Overview
- **One-liner**: BackOps builds an AI-native operating system for supply chain and logistics operations, turning complex manual workflows into structured, always-on execution across systems and teams.
- **Entity Type**: Private (Series A)
- **Headquarters**: San Francisco, California, USA
- **Founded**: 2024
- **Founders**: Sean McCarthy (CEO) and Henry Ou (CTO)

## Core Business
- **Primary industry**: Supply Chain & Logistics Technology / AI Operations
- **Target customers**: B2B, Enterprise (automotive manufacturers, global retailers, grocery chains, machinery suppliers, and other logistics-heavy industries)
- **Mission statement**: To build the AI-native operating layer for modern operations, turning complex, manual workflows into structured, always-on execution across systems and teams.

## Products & Services
- **AI Process Center**: Captures institutional knowledge by recording how employees complete logistics workflows, identifies inefficiencies, and converts those processes into automated actions. Includes a Workflow Recorder and historical ticket mining.
- **Relay**: An agentic automation engine that runs continuously across communication channels (email, Slack, portals, etc.) to detect issues and resolve them automatically. Capabilities include order management, claims & disputes, shipping & logistics tracking, accounts payable, data & document processing, and customer support triage.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed
- **Total Funding**: $34M raised
- **Last Round**: $26M Series A (led by Theory Ventures, with participation from Gradient, Construct Capital, and 10VC) — raised in April 2026
- **Notable Investors/Partners**: Theory Ventures, Gradient Ventures (Google's AI fund), Construct Capital, 10VC
- **Growth Signals**: 
  - Raised $26M Series A just 6 months ago (as of Sept 2026)
  - Customers report 93% faster response times and 100% automatic filing of eligible carrier claims
  - Clients include one of the world's largest automobile manufacturers, a major global retailer, leading grocery chains, and major U.S. machinery suppliers
  - Headcount of 25 employees, actively scaling team

## Competitive Advantages
- **AI-native architecture**: Not a chatbot bolted onto existing workflows, but a purpose-built "operations OS" that learns processes from SOPs and executes across fragmented systems (web portals, carrier APIs, ERPs, email, Slack)
- **Forward-deployed team model**: Works alongside customer operations from day one, mapping processes and tuning decision logic — a hands-on approach that reduces implementation friction
- **Founding team depth**: CEO Sean McCarthy was an early hire at Amazon Shipping (global sales); CTO Henry Ou led applied ML teams at Apple and ByteDance and ran an ERP integration business — a rare blend of operational and technical expertise
- **Full lineage capture**: All decisions and exceptions are logged with complete context, creating a living system of record for how teams actually work

## Strategic Focus
- Scaling the team and accelerating product roadmap to meet growing demand for AI-driven logistics automation
- Expanding the platform's ability to handle more complex, multi-departmental workflows (CS, Ops, Finance, Sales)
- Deepening integrations with legacy systems, carrier portals, and enterprise tools

## Why Work Here
- **Culture**: Emphasizes a "human + machine" philosophy — building tools that augment operators, not replace them. Described as a place for "operators, engineers, or builders who believe that the future of work is human + machine and not human versus machine."
- **Remote/Hybrid**: Based in San Francisco with two offices; specific remote policy not detailed publicly, but likely hybrid given the forward-deployed team model.
- **Notable perks**: Opportunity to work on a category-defining product in a space ripe for transformation. Small, nimble team (~25 employees) means high impact and ownership. Backed by top-tier investors with deep AI and logistics expertise.
- **Engineering culture**: CTO with strong ML background from Apple and ByteDance suggests a high bar for technical excellence. Work involves cutting-edge AI applied to real-world operational problems.

## Sources
1. [backops.ai](https://www.backops.ai/) — Official product and company description
2. [backops.ai/careers](https://www.backops.ai/careers) — Careers page and mission
3. [backops.ai/about-us](https://www.backops.ai/about-us) — Founding story and team
4. [builtin.com](https://builtin.com/company/backops-ai) — Company profile with headcount and founding year
5. [cbinsights.com](https://www.cbinsights.com/company/backops-ai) — Funding data, news, and Expert Collections

## Other roles at BackOps-AI

- [AI/ML Engineer](https://feeny.ai/job/ai-ml-engineer-backops-ai-san-francisco-tyxgw1w8m2q2) — San Francisco, CA
- [Product Manager, Agent Platform](https://feeny.ai/job/product-manager-agent-platform-backops-ai-san-francisco-nzdmr6d526et) — San Francisco, CA
- [Product Manager, AI Agents](https://feeny.ai/job/product-manager-ai-agents-backops-ai-san-francisco-85gwkqvw6apn) — San Francisco, CA
- [AI GTM Strategy Manager](https://feeny.ai/job/ai-gtm-strategy-manager-backops-ai-san-francisco-a4hrkkk6s97r) — San Francisco, CA
- [Engineering Manager, Infrastructure and Security](https://feeny.ai/job/engineering-manager-infrastructure-and-security-backops-ai-san-francisco-e4cky54xn1np) — San Francisco, CA
- [Engineering Manager, Core Product Engineering](https://feeny.ai/job/engineering-manager-core-product-engineering-backops-ai-san-francisco-h95knyk3tvwm) — San Francisco, CA
- [Technical Program Manager](https://feeny.ai/job/technical-program-manager-backops-ai-san-francisco-5t082nnrpj11) — San Francisco, CA
- [Product Security Engineer](https://feeny.ai/job/product-security-engineer-backops-ai-san-francisco-5f1syczeyyn6) — San Francisco, CA
- [Founding GTM Recruiter](https://feeny.ai/job/founding-gtm-recruiter-backops-ai-san-francisco-trwn25fwpbnn) — San Francisco, CA
- [Enterprise Account Executive](https://feeny.ai/job/enterprise-account-executive-backops-ai-los-angeles-6x74mdhyy05s) — Los Angeles, CA