Customer Success Manager

About Bria

Bria builds controllable, commercially-safe visual generative AI. Our foundation models (Fibo) and platform power production-grade image generation, editing, and automation for enterprises that need a professional, trusted, rights-cleared asset as the output — not a novelty. Our company priority is simple: grow the number of customers (logos), then ARR, by driving real adoption of Bria's capabilities.

About Bria Create

Bria Create is our new application layer — a workspace where marketing and creative teams produce on-brand visual assets (ads, catalog, localization, editorial, and more) without building against the raw API themselves. It sits at the center of our enterprise advertising solution, and it's the product this role exists to make successful.

We are entering an intensive launch period with an ambitious target: 30 logos in 60 days. Early customers are being onboarded through a structured, white-glove Trial Program — a two-phase, time-boxed motion designed to prove measurable value fast and then expand it. This role owns the customer experience inside that motion.

The Role

We're hiring our first dedicated Customer Success Manager for Bria Create to be the named owner of the launch-cohort customer experience. Today, customer-facing support and adoption are stretched across a thin Solution Engineering team (one in the US, one in the UK) — enough to cover pre-sales and technical depth, but not enough to own success, cadence, and adoption across a growing book of trial customers at the same time. You will close that gap.

You'll be the BRIA owner of the customer relationship through the trial: running the program, holding the cadence, driving customers to value by day 14 and to a credible scale plan by day 60, and feeding production signals back into Product and Sales. You won't do it alone — Solution Engineering, Product, Support, and Sales all participate — but the experience is yours to own.

This is a high-visibility role. You will help build the customer success motion for Bria Create as the product scales, not just operate a playbook someone else wrote.

What You'll Do

Own the customer relationship and the program.

• Serve as the single, named BRIA owner for each launch-cohort customer — accountable for activation, expansion, cadence, risk, and the written success plan, even when Product, Support, Sales, and Solutions are at the table.
• Write a success plan for every customer before kickoff: business objectives, priority workflows, success criteria, and stakeholders.
• Run the kickoff/enablement workshop in week 1 and an optional expansion session in weeks 3–4.

Drive Phase 1 — Activate (Days 1–14).

• Get every customer to the first measurable value in 14 days or less: first real outputs by day 7, confirmed value by day 14.
• Run the day-14 value checkpoint. If value isn't confirmed, escalate the same business day and issue a recovery plan within 24 hours.

Drive Phase 2 — Expand (Days 15–60).

• Onboard additional user cohorts, identify champions, and add 2–4 workflows beyond the initial priority set.
• Map Bria Create to broader production needs (ads, catalog, localization, brand-checking, editorial) and surface integration dependencies (DAM, Figma, CMS, brand guidelines).
• Build the scale plan: production adoption roadmap, business-impact evidence (time saved, output volume, quality benchmarks), and a clear view of what "full production" requires.
• Run the mandatory day-60 executive business review presenting trial results and a production-adoption recommendation.

Hold the cadence and the operating discipline.

• Run weekly 45-minute customer success meetings throughout the trial, ending every meeting with written next steps, owners, and due dates.
• Coordinate biweekly product design-partner sessions with the Bria Create PM — running them as a structured feedback loop, not a roadmap request forum.
• Manage the dedicated support channel and SLA experience: first response within 24 business hours, same-business-day escalation for trial-blocking issues, with clear severity, owner, and next-update time on every issue.

Feed the loop back.

• Capture structured product feedback — workflows, screenshots, output examples, business impact — and route it to PM with evidence, impact, and urgency.
• Flag recurring or revenue-critical themes so customer reality directly informs the Bria Create roadmap.
• Keep an exit plan on every trial: convert, extend, pause, or close-lost.

What Success Looks Like (First 90 Days)

• Days 1–30: Fully ramped on Bria Create and the trial program; owning the cadence and success plans for the active launch cohort; every customer has a written success plan and a live support channel.
• Days 31–60: Consistently hitting the day-14 value milestone across the cohort; expansion underway (more users, more workflows); product feedback flowing to PM with evidence.
• Days 61–90: Running day-60 executive reviews that produce real production-adoption decisions; contributing to a repeatable, documented CS playbook that lets the function scale beyond a single owner.

Metrics You'll Own

• Activation speed: days to first output, days to value confirmation, day-14 milestone hit rate.
• Output quality: % of outputs accepted, iterations to first accepted asset.
• Expansion: additional users onboarded, teams covered, active workflows, power users identified.
• Adoption depth: weekly active users, repeat workflow runs, output volume.
• Support health: time to first response, blocker age, recurring issue themes.
• Product signal: quality and recurrence of feedback routed to PM, with ARR impact.
• Scale readiness: completeness of the evidence base and scale plan; trial-to-paid conversion path confirmed.

You'll be measured on customer success, adoption, and value realization — not ticket closure.

What You'll Need

• 3+ years in Customer Success, Solutions, or technical account management — ideally in B2B SaaS, developer/API, or creative/martech tooling.
• A track record of owning enterprise customer relationships through onboarding, adoption, and renewal/expansion, with measurable value outcomes.
• Comfort running structured, time-boxed motions: kickoffs, weekly cadences, executive business reviews, and written success plans.
• Strong enough technical fluency to map a customer's real workflows to product capabilities, hold credible conversations with technical owners, and triage and route issues sensibly (you don't need to be an engineer).
• Excellent written communication — your meeting recaps, success plans, and escalation notes are the operating system of this role.
• Calm ownership under pressure: when a day-14 milestone is at risk, you escalate fast and lead the recovery rather than waiting.
• Comfort operating in ambiguity and building process where none exists yet.

Nice to Have

• Experience with creative, marketing, advertising, or media production teams and their workflows (DAM, Figma, CMS, brand systems).
• Familiarity with generative AI / visual AI and the realities of evaluating output quality.
• Experience as an early or founding CS hire who helped stand up the function.
• Exposure to design-partner or beta programs and structured product-feedback loops.

Why This Role Matters

Bria Create's launch success depends on customers reaching real production value during a short trial window — and on that signal flowing back to Product fast enough to shape the roadmap. Right now that responsibility has no dedicated owner. You'll be that owner, at the exact moment it counts most, with a direct line of sight to leadership, Product, and the customers defining what Bria Create becomes.