You\'ll join as an early member of the Customer Success team, owning our Mid-Market portfolio: a mix of Tier 2 customers and some Tier 1 accounts, working alongside some of the biggest logos in enterprise sales like Brex, Fin and Langchain. You\'ll partner closely with our Scale and Enterprise CSMs to make sure customers get the right level of attention as they grow, and you\'ll work directly with our Customer Success Lead to shape how we onboard, implement, and drive adoption at this tier.
Customer Ownership- Serve as the primary point of contact for a our top customers owning their outcomes end-to-end
- Build and execute success plans focused on implementation and adoption, getting customers live, active, and realizing value quickly
- Run customer trainings, onboarding sessions, and executive business reviews
- Monitor and prioritize your book using customer health signals, proactively identifying at-risk accounts and escalating appropriately
- Drive product adoption, engagement, retention, and expansion opportunities across your portfolio
- Own renewals and support expansion conversations in partnership with your Account Executive
- Build and maintain onboarding, implementation, and success playbooks mid-market emerging enterprise engagement complexity
- Own the support experience for your book, triaging, routing, and quarterbacking resolution in partnership with Engineering
Cross-Functional Partnership- Work cross-functionally with Sales, Engineering, and Leadership to improve the customer experience
- Act as the voice of the customer, synthesizing feedback from your portfolio and partnering with Product and Engineering on feature requests and roadmap input
- Proactively flag insights, trends, and risks from your book to inform broader business decisions
Who we\'re looking for- 5+ years of experience in Customer Success, Implementation, Technical Account Management, or a related customer-facing role, ideally with mid-market accounts
- Genuine passion for implementation, you find the process of getting a customer live and adopted energizing, not tedious
- Experience onboarding and supporting customers in a B2B SaaS environment
- Strong project management skills and comfort managing a growing book of 15 to 30 accounts
- Comfortable leading conversations with both end users and executive stakeholders at top-tier logos
- Highly organized, proactive, and naturally take ownership
- Strong problem-solving skills and ability to operate with limited structure
- Excited to work in a fast moving startup environment and help build a function from the ground up
- Strong technical curiosity and ability to learn complex workflows quickly
- Comfortable with the intensity of an early-stage Series A company, and motivated by building something that doesn\'t exist yet
Our Interview ProcessWe move fast, and we aim to complete this process in under two weeks. We\'re eager to fill this role with the right person, and we respect your time throughout.
- Hiring Manager Interview - An introductory conversation with our Customer Success Lead, diving into your experience and background.
- Deep Dive Interview - A closer look at your experience, how you\'ve approached implementation and adoption in past roles, and how you think about customer success.
- Mock Interview - A situational, scenario-based conversation focused on how you\'d handle real customer situations you\'ll face in this role.
- Founder Interview - A final conversation with one of our founders.
That\'s it, four conversations, and we\'re aiming to move through them in under two weeks.
