Founding Customer Success Manager
Job Description
About Our Client
The mission is to empower teams to become great storytellers.
The vision is to build dynamic visual experiences.
More than 15,000 teams use the product to tell better, more engaging stories, and assistance is needed to spread the word! The team consists of former employees from leading tech companies, and they believe in creating beautiful, easy-to-use products that significantly improve how software companies present their offerings at every stage of the customer journey.
About the Role
With over 14k unique organizations using the product, the company has experienced a high level of adoption. Recently, an Enterprise product was launched, securing contracts with notable brands. However, there is a need for support in building and maintaining high-quality relationships with customers to ensure they maximize the value of the product.
This role reports directly to the Head of Sales and collaborates with the team and CEO to empower customers.
What You’ll Do
– **Own a Scalable Strategy:** Develop tools, processes, and systems that provide the team with visibility into customer needs across both Product-Led Growth (PLG) and Sales-led initiatives.
– **Onboard:** Collaborate with the sales team immediately after a customer signs an enterprise deal to ensure they are set up for success. Initial onboarding processes have been created, but ownership of an effective success strategy will be expected.
– **Communication:** Engage with customers to inform them about new product features that may be beneficial.
– **Process Requests into Roadmap:** Work with the CEO and product team to identify priorities and advocates for Enterprise customers regarding roadmap initiatives.
– **Expansion (in Partnership with Sales):** Utilize internal tools to identify growing organizations and collaborate with the relevant go-to-market team to increase revenue. Implementing an effective land-and-expand strategy will be a key focus of this role.
– **Renewals (in Partnership with Sales):** Work with customers to renew their accounts and foster growth.
Must Have
– **Ability to Build from Scratch:** Past experience in developing a customer success strategy within an early-stage startup is crucial, with a proven ability to evaluate and implement systems, tools, and processes from the ground up.
– **High Bias Towards Action:** A proactive approach is essential, taking projects from concept to completion.
– **High EQ and Empathy:** Partnering with customers who have various requests and interpersonal dynamics requires confidence in leading and collaborating effectively to ensure they feel supported.
– **Product Intuition:** An inquisitive mindset is necessary to partner and solve problems with customers.
– **Organized:** The role entails managing numerous inbound requests and specific tasks related to sales, with the ability to complete complex tasks independently.
Benefits
– Competitive salary and meaningful equity
– Unlimited PTO and sick days
– 401k, and comprehensive Health, Dental, and Vision insurance
– $500 a month remote work stipend
– Remote-first and meeting-light culture
– Biannual company retreats
– Access to the latest productivity software
– A team that values diversity and inclusion
Values ??
– **Be a Coach:** The belief in the potential of both customers and teammates, fostering an environment of coaching and support.
– **Carry the Weight:** A culture of ownership and empowerment, where everyone leads through necessary changes.
– **An Open Book:** Transparency within the team and product, aiming to improve through shared information and diverse opinions.
– **Play as a Team:** Emphasis on teamwork in creating meaningful work, maintaining high standards.
– **Be Kind:** Balancing honesty with kindness, striving to be understanding across different cultures and backgrounds.
Salary Range
$140k-$200K OTE
A hybrid work environment is available, with a base in San Francisco, CA.