About the job

kapa.ai makes technical knowledge instantly accessible through AI assistants. 200+ leading companies including OpenAI, Mixpanel, n8n, Monday.com, Grafana, Logitech, Deepgram, and Nokia already use Kapa on their websites or internally for their teams. Check out our product and docs to see what we’re building.

We're looking for a Customer Success Associate to work directly with our Customer Success Lead and take ownership of a core part of Kapa’s customer portfolio. This is a rare opportunity to join a fast-growing AI company and shape how some of the world's leading technical companies leverage AI to transform their technical experiences.

You'll join as part of the customer success team, owning relationships with our customers and driving retention and expansion. If you're excited about high ownership, high standards, and working at the forefront of applied AI, this role is for you.

Why this is an absurdly rare opportunity

You'll work directly with the Customer Success Lead, joining the customer success function in its early days and helping define how we scale to 500+ customers while maintaining exceptional net dollar retention. You'll work with a team of 25+ stacked with former founders and operators from NASA, McKinsey, BCG, Airbnb, Uber, CERN, and Goldman Sachs. This is a team made of insanely ambitious people who are passionate about building, shipping, and scaling.

On top of an excellent team, we are backed by absolute legends:

• Initialized Capital (Garry Tan, YC President & Alexis Ohanian, Reddit co-founder)

• Amjad Masad & Michele Catasta, Founder & VP of AI at Replit

• Douwe Kiela, Stanford Professor, co-author of the original RAG paper, founder of Contextual AI

• OpenAI engineers

• Y Combinator (S23)

What you’re actually signing up for

This role is high-stakes and high-autonomy. You will be responsible for ensuring our customers achieve their goals with Kapa and become champions of our product. It’s not about just "managing accounts" - you'll own customer relationships end-to-end, from strategic planning and QBRs to technical implementation discussions. Your work will directly impact customer satisfaction, retention, and expansion. As part of our Customer Success team, you’ll report to the Customer Success Lead and work closely together with both Solutions Engineering and Account Executive colleagues. This is a fast-paced role with fantastic learning opportunities.

What you’ll get to do

You'll have broad ownership and real responsibility from day one:

• Own end-to-end success for a portfolio of customers, from onboarding through renewal and expansion

• Conduct regular customer check-ins, business reviews, and ad-hoc technical discussions to ensure customers maximize value from Kapa

• Identify expansion opportunities and early warning signs of churn through usage analysis and proactive engagement

• Work with Account Executives to ensure customers are onboarded seamlessly and reduce time-to-first-value

• Partner with Solutions Engineers to ensure technical issues are resolved quickly and customers are unblocked

• Synthesize and share customer feedback, feature requests, and use cases to influence product direction and company strategy

• Help shape scalable customer success playbooks, processes, and resources as the function grows

You might be a great fit if:

• You get excited by helping companies unlock business value with cutting-edge AI

• You have 1+ years of experience in customer success, account management, consulting, or customer-facing roles at a technical B2B SaaS company

• You have excellent communication skills, both written and verbal, with the ability to build rapport with technical and business stakeholders

• You have strong technical aptitude and curiosity (you don't need to be an engineer, but you should be comfortable discussing APIs, integrations, and technical implementations)

• You can juggle many tasks at once - managing multiple customers and different types of tasks simultaneously while knowing how to prioritize what matters most

• You thrive in energetic and fast-paced environments where there aren't structures for everything - you’ll help build them as we go :-)

• You are based in Copenhagen, Denmark (or willing to relocate to CPH)

Very nice to have (but not required):

• Experience working in an AI/ML company

• Using AI tools is deeply embedded into how you work

• Experience building AI applications yourself (hobby projects are awesome!)

*This is neither an exhaustive nor necessary list. If you think you’d bring something special to Kapa, we want to hear from you.

About the interview:

1. Intro chat with Customer Success Lead (20 min)

2. Paid take-home assignment

3. Role-play customer scenario based on a real situation (1 hour)

4. Interview with Emil, Kapa co-founder (20 min)

5. 2-3 day paid work trial (in-office in Copenhagen) to collaborate with the team and assess culture fit