---
title: 'Customer Success Manager at Pangram Labs'
canonical: 'https://feeny.ai/job/customer-success-manager-pangram-labs-new-york-rxj9vtjnjye5'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Success Manager at Pangram Labs

- **Company:** Pangram Labs
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-07-29
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/pangramlabs/8eecf376-e75c-4892-9ae7-6001106bc0d9

## Job description

## About Pangram Labs

Pangram Labs is a seed-stage AI research lab building state of the art detection products for text and image. We believe that transparency around authenticity and authorship is important, and that this is a pressing and growing issue in the era of AI proliferation. We're building a growing team focused on solving critical detection challenges for enterprise customers across sectors.

## Role Summary

As our first dedicated Customer Success Manager, you'll own account management and customer success playbooks across our product lines. You'll work with the executive team and AEs to establish effective onboarding playbooks for all customer types, while ensuring all existing B2B accounts are well-serviced. You'll be crucial in helping us build strong, lasting customer relationships and drive retention and expansion.

Objectives of the Role

- Establish and execute customer success and account management playbooks
- Ensure high customer retention and satisfaction by delivering exceptional onboarding, support, and proactive account management
- Develop and execute strategies that drive product adoption and maximize customer value
- Monitor customer health metrics, track KPIs, and identify at-risk accounts for retention efforts
- Identify upselling and cross-selling opportunities to expand customer use of products
- Gather customer feedback and communicate product improvement suggestions to the development team
- Advocate for the customer within the organization to ensure their needs are prioritized
- Execute and optimize customer support processes for our individual customers

## Your Tasks

- Onboard customers and guide them through setup, implementation, training, and initial usage
- Conduct regular check-ins and business reviews with customers to assess progress, gather feedback, and discuss goals
- Handle vendor questionnaires and compliance requirements
- Promote swift adoption timelines and track feature usage to ensure customers achieve their goals
- Deliver customized reports and insights demonstrating the impact of our solutions
- Lead customer training sessions and demonstrations to enhance product knowledge
- Manage customer support tickets and resolve problems quickly and effectively
- Identify and support at-risk accounts to improve overall retention and NRR
- Work with AEs to identify expansion opportunities and support contract renewals
- Develop customer success playbooks and resources
- Serve as the liaison between customers and internal teams (product, sales, support)
- Support ongoing admin and logistics work for each account

Required Skills & Qualifications

- Completed at least a Bachelors Degree
- 2+ years of experience in customer success, account management, or customer-facing roles
- Experience managing customer onboarding, retention, and expansion
- Strong interpersonal and communication skills with ability to build and maintain long-term relationships
- Excellent problem-solving abilities with a customer-focused, proactive mindset
- Strong organizational and time management skills
- NYC-based and available for in-person work
- Self-managing, intrinsically motivated, and bias toward action

## Preferred Skills & Qualifications

- Experience working at fast-growing software startups
- Technical aptitude for API and technical enterprise deal support
- Familiarity with CRM tools (HubSpot) and customer success platforms
- Experience with customer success best practices and frameworks
- Ability to manage complex, enterprise-level accounts
- Data analytics and reporting skills

## What We're Looking For

You're intrinsically motivated and biased toward action - you take ownership and solve problems cleverly and independently. You're ambitious, organized, and can juggle multiple priorities seamlessly, as well as operate with an inbox zero mentality. As a communicator, you command presence on calls and video; you're likeable and make a great first impression. Most importantly, you maintain a genuine positive and resilient attitude when things get tough.

## Compensation & Benefits

- Salary: $120,000-$160,000 OTE
- Equity: We offer meaningful equity compensation in the form of stock options
- Benefits: Health, dental, and vision insurance, 401k with 4% employer match
- PTO: 20 days of PTO plus company holidays and a “Choose your own holiday” policy

## About Pangram Labs

## Company Overview
- **One-liner**: Pangram Labs builds an AI detection platform that identifies AI-generated content with high accuracy, serving educational institutions and enterprises to maintain content authenticity.
- **Entity Type**: Private (Seed Stage)
- **Headquarters**: Brooklyn, New York, United States
- **Founded**: 2023
- **Founders**: Max Spero (CEO) and Bradley Emi (CTO)

## Core Business
- **Primary industry**: AI Detection, Content Authenticity, Cybersecurity
- **Target customers**: B2B – universities, schools, publishers, law firms, HR departments, foundations, and enterprise organizations
- **Mission or purpose statement**: "To mitigate new issues caused by the proliferation of powerful generative AI models" and "rebuild trust amidst the increase in generative AI content" [pangram.com](https://www.pangram.com/)

## Products & Services
- **Pangram AI Detector**: A SaaS platform that detects AI-generated text from all major LLMs (ChatGPT, Claude, Gemini, Llama, DeepSeek, etc.) with 99.98% accuracy and a false positive rate of 1 in 10,000. Supports 20+ languages.
- **Plagiarism Checker**: Integrated plagiarism detection in a single tool alongside AI detection.
- **AI Segment Analysis**: Highlights sections of text that were AI-generated versus AI-assisted (edited by AI).
- **API**: Programmatic access for high-volume enterprise and developer use cases.
- **LMS Integrations**: Works with Canvas, Moodle, Google Classroom, Brightspace, and other learning management systems.
- **Chrome Extension & Google Docs Integration**: Browser-based detection for web content and documents.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Total Funding of $3.95M
- **Notable Investors/Partners**: ScOp Venture Capital (lead, Seed round), Haystack (lead, Pre-Seed round) [linkedin.com](https://www.linkedin.com/company/pangramlabs)
- **Growth Signals**:
  - Headcount grew 162.5% year-over-year (from 5 to 14 employees)
  - Monthly employee growth of 10.5%
  - Independently verified by researchers at University of Chicago and University of Maryland
  - Detects outputs from unreleased AI models and humanized/AI-assisted text
  - Active job postings increased 16.7% quarterly (7 open roles)

## Competitive Advantages
- **Proprietary technology**: Uses its own deep learning models trained on diverse datasets, not open-source or commercial LLMs — giving it a unique detection methodology.
- **Lowest false positive rate**: 1 in 10,000 (0.01%), independently verified by third-party researchers, significantly outperforming competitors.
- **Detects humanized text**: Can identify AI content even after it has been processed by evasion tools.
- **Founding team pedigree**: Founders are AI researchers from Tesla Autopilot, Google, Nuro, and Absci, with graduate degrees from Stanford.
- **Peer-reviewed research**: Active contributions to the AI detection research community.

## Strategic Focus
- **Expand enterprise and education market**: Targeting universities, publishers, law firms, and HR departments.
- **Continuous model improvement**: Regularly releasing new detection model versions (e.g., Pangram 3.3.2) to keep pace with evolving LLMs.
- **Multilingual capabilities**: Expanding detection to 20+ languages for global adoption.
- **Product differentiation**: Moving beyond simple binary detection to nuanced analysis (AI generation vs. AI assistance vs. human writing).

## Why Work Here
- **Founding team from top AI labs**: Work alongside former Tesla Autopilot, Google, Nuro, and Absci researchers — a steep learning environment.
- **Mission-driven**: Directly tackling one of the most pressing problems of the generative AI era — content authenticity and trust.
- **Fast-growing startup**: 162.5% headcount growth in the last year, with 7 active job openings across engineering, ML, research, and operations.
- **Research culture**: Active publication and peer-reviewed research; engineers and researchers contribute to the broader AI community.
- **Office location**: Based in Brooklyn, New York (likely hybrid/office-first culture given startup stage).
- **Open roles include**: Senior Software Engineer (Backend), Machine Learning Engineer, AI Research Scientist, Full-Stack Engineer, and Executive Assistant — indicating a broad, growing team.

## Sources
1. [pangram.com](https://www.pangram.com/) — Official website
2. [pangram.com/about-us](https://www.pangram.com/about-us) — About Us page
3. [linkedin.com/company/pangramlabs](https://www.linkedin.com/company/pangramlabs) — LinkedIn company profile
4. [jobs.ashbyhq.com/pangramlabs](https://jobs.ashbyhq.com/pangramlabs) — Careers page and job listings
5. [pangram.com/pangram-space](https://www.pangram.com/pangram-space) — Product updates and model releases

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