We're looking for a
Senior Client Success & Support Manager . We are an ambitious startup revolutionizing the B2B landscape with our AI-powered SaaS platform. Much like Salesforce created the CRM vertical and Carta created the equity management vertical, we are creating a new category needed by all businesses worldwide. We believe in the power of technology to create efficient and delightful business solutions, and we're looking for passionate, innovative thinkers to join us on our mission… while also having fun in the process!
About the Team:
Our team brings decades of experience, hailing from Affirm, Asana, PayPal, Google, Adobe, WeWork, Etsy, Tropic, Pandora, Twilio, Density, and eBay.We are looking to bring on our next critical team member in this role. We are a remote-first company with our leadership team and ideally this role is based in San Francisco. You will have the option to collaborate in person weekly, as well as a quarterly onsite with the whole team.
The Opportunity:
Reporting to our CEO, you will be responsible for leading the first phase of our client success and support motion. We are looking for a unique colleague who has experience with both high-touch client management and also lower touch models such as customer support (human and AI-powered) which will become more relevant as we scale. This person is obsessed with customer feedback – both feedback about our product but also hearing customer stories regarding their problems and needs. You love partnering with our product and engineering teams to develop roadmaps, making quick but important improvements to the customer experience, and testing the product through the lens of customers. You will have direct access to the customers and the ear of every individual who builds our products, so we welcome individuals who truly want to create delightful and helpful experiences as the voice of our customers. This role also provides the opportunity to hire and build a team as we grow.
What You'll Do:
Craft and manage the company's client success program, owning the health and success of our clients from go-live to renewal to expansion
Proactively build relationships and engage with customers to get product feedback and a true understanding of their daily problems that we can help to solve
Define key data insights that drive client health both inside and outside of the product
Collaborate closely with product and engineering teams to synthesize customer feedback and drive product development maps together
Partner with sales and leadership to forecast renewals and expansion opportunities
Drive the scalability of the customer success team through documentation and process optimization
Define your key performance indicator(s) that drive company goals, and achieve them!
Run fast, iterate often. We build flexible systems that allow for rapid product and GTM iteration, then when we have conviction, we build for scale.
Help build a company. We all believe that companies are institutions for change, so let's work together to build a culture that you're proud to hire into and build.
Skills You Bring:
4+ years of relevant experience in client success, including time with high-growth B2B SaaS products. The ideal candidate should also have experience with customer support/issue resolution
Customer & Product Obsession: Proven ability to drive a customer success plan with both the customers' needs and company metrics at the forefront
Planning: You create and execute effective plans in line with the company's objectives and motivate & inspire others towards an articulated vision.
Flexibility: Pivot and change direction as needed and quickly.
Collaboration: You enjoy and excel in communication and collaboration, working in cross-functional environments and establishing the right overarching solution for a company's needs. You care about learning, growing, and helping others do the same.
Autonomy and Comfort with Ambiguity: You thrive being able to drive programs and solutions without heavy oversight and are comfortable making decisions in an environment without the path already laid out
We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates must be U.S. citizens.
Why This Role and Company:
Best time to join : Our company is small but well-funded, meaning you are joining at a time where you can impact and shape the company.
Be a company builder : You will have an active hand in molding the company culture and being a part of the entrepreneurial journey.
Build something new and highly useful : Help build a product that all companies need while learning about the fast-evolving AI space.
Benefits included:
Great compensation & equity packages
Medical, dental, and vision benefits
Life & short-term disability insurance
Unlimited vacation
Paid parental leave
Mentorship opportunities
SF Office space (with awesome views!) one day per week
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