ScaledCustomerSuccessManager

ABOUT KATANA Katana is a remote-first, AI-first SaaS company building powerful inventory and manufacturing software for 1,500+ businesses that make and sell physical products around the world. We've just stepped into an exciting new phase of expansion — moving beyond small manufacturers into a larger market of modern, multi-channel, multi-location businesses. With that growth comes bigger opportunities, more complex problems, and the chance to shape how we scale. Our 100+ person team across 10+ countries is building what's next — together. And that's where you come in. If you're good at what you do, you've probably already met the ceiling. The playbook is written. The tools belong to another team. Your sharpest ideas go into a queue, get reviewed by a committee, and ship two quarters later with your name nowhere near them. You're optimizing a machine you didn't build and can't really change. This role is the opposite of that. Real ownership. At a larger company, you optimize someone else's playbook. Here you write it — from a blank page, with your name on it. Speed. Propose Monday, ship Friday. No committee, no six-month approval cycle. Visibility. A direct line to CS leadership. Your work is seen and attributed, not absorbed into team output. A credential that travels. "I built the scaled CS motion at Katana from zero" is a better story than being CSM #47 at a recognizable name — and that first-mover story counts for even more this early in the AI era. This isn't a role for someone who wants a bigger version of the job they already have. It's for someone who wants real ownership of something that matters — at a company moving fast enough that your work shows up in the results within months, not years. If you want to build something, not maintain something, this is the rare seat where you actually can. ABOUT THE ROLE This is a new role — and a foundational one. As our first Scaled CSM, you will build the success infrastructure that serves our largest customer segmen