Customer Success Manager

We are seeking a motivated and detail-oriented Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for our customers, ensuring they derive maximum value from our products/services. Assist our product engineers in understanding client demands and find solutions together with the Chief of Staff.

You will report to the Chief of Staff directly. We'd love to hear from you if you want to become part of a high-talent-density team and create AI-driven, highly interactive products with a simple user experience.

Key Responsibilities:

1. Customer Onboarding: Guide new customers through the onboarding process, ensuring they have a smooth and positive experience.
2. Account Management: Maintain regular contact with customers, providing support, answering questions, and ensuring they are fully utilizing our products/services.
3. Customer Retention: Proactively identify potential issues and work to resolve them before they escalate, aiming to reduce churn and increase customer satisfaction.
4. Product Training: Conduct product training sessions, both one-on-one and in group settings, to help customers maximize their understanding and usage of our offerings.
5. Customer Feedback: Gather and analyze customer feedback, and work with the Head of Product to implement improvements based on customer needs.
6. Software Issues & Bugs: Act as the primary contact for any software issues or bugs reported by customers. Work closely with the Product team to ensure timely resolution of these issues.
7. Enterprise Implementation Management: Manage the overall implementation of our products across enterprise customers, ensuring smooth deployment and adoption of the software.
8. Reporting: Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage.
9. Collaboration: Work closely with sales, product, and engineering teams to ensure customer needs are met and to drive continuous improvement.

Qualifications:

1. Exceptional project management skills (Linear/sheets champ)
2. Typically works on many customers at a time
3. Strong customer relationship/account management skills
4. Ability to handle senior leaders and set expectations
5. Travel (if needed) to customers to support trainings/workshops
6. Identify and resolve problems with first principles
7. Exceptional modelling & slide work
8. Ability to train new customers and users + manage roll out schedules
9. Motivated to get the user experience right.
10. Experience with a complicated single-page web app.
11. End-to-end performance optimizations.
12. Previous consultancy customer success experience
13. Previous startup experience.

Skills:

1. Have a great sense of what a great product looks like
2. Great and concise writer. We are a remote-first company. Everyone writes a lot to minimize the number of meetings to focus on building the product.
3. Get things done fast with a high-quality bar.
4. End-to-end ownership of projects. Projects are typically defined in collaboration with customers, product, design, and other engineers.
5. Operates autonomously and seeks help to get things done.
6. Actively involved in product planning.
7. Proactively seeks additional work. Able to be self-sufficient and contribute to team goals.
8. Seeks to identify project risks and autonomously keeps projects on track. Keeps the team updated.
9. Contributes outside of their core projects, including code reviews, interviewing, and establishing company/engineering culture.

Job Requirements:

1. Education: Bachelor’s degree in Business, Marketing, or a related field.
2. Minimum 5 years of experience in customer success, account management, or a related role
3. Minimum 2 years experience in Consultancy
4. Great communicator
5. Obsessed with great UI/UX
6. Sense of urgency to get things done
7. Works hard, learns fast, and wants to grow quickly
8. Love to code, and understand that shipped code is better than perfect code

Expectations:

1. Travel to the office 50~60% of time per week
2. Capable of hosting meetings with stakeholders, including c-suite clientele.
3. Capable of training new customers/users, raising issues, and managing schedules.
4. Strong relationship building
5. Actively involved in product planning.
6. Proactively seeks additional work. Able to be self-sufficient and contribute to team goals.
7. Seeks to identify project risks and autonomously keeps projects on track. Keeps the team updated.
8. Contributes outside of their core projects, including code reviews, interviewing, and establishing company/engineering culture.

What We Offer:

1. Competitive salary and benefits package.
2. Opportunities for career growth and professional development.
3. A supportive and collaborative work environment.