Deployments Lead
Grotto AI | New York City (In-Person) | 2-10 Years Experience
In Brief:
We're looking for someone both unreasonably organized and deeply warm to own our customer relationships: implementations, training, ongoing support, and overall success of the accounts.
The Role
You'll own the customer relationship from signed contract to long-term success. That means:
Implementations & Onboarding: Getting new customers live-configuring the platform, training their teams, ensuring nothing falls through the cracks. Our customers are used to vendors who disappear after the sale. We're the opposite: being a customer of Grotto should feel like checking into a world-class hotel-proactive, attentive, and frictionless.
Training: Running sessions that get leasing teams genuinely excited to use Grotto. Not reading from a script-actually connecting with people, understanding their workflows, and helping them see how this makes their jobs better.
Ongoing Support: Being the person our customers text when something feels off-and often fixing it before they even notice. Tracking usage and engagement signals to catch drop-offs early. Making sure every customer feels like our only customer.
Voice of the Customer: Acting as the bridge between customers and our Product and Sales teams. Feeding real insights back so we build the right things. We're early-you'll be defining how customer deployments are done at Grotto and setting the standard for how we scale.
What We're Looking For
The Non-Negotiable: Unreasonably Organized
This is the single most important quality for this role.
You're the person who notices when a font is inconsistent. When a follow-up is 12 hours late. When a deck has a typo on slide 47. You have systems for everything-not because someone told you to, but because chaos bothers you on a visceral level.
You're AI-Native
You use AI tools instinctively-not because it's trendy, but because you've found they make you better at your job. You're curious about what's possible and you've already integrated AI into how you work.
You're Warm
Our whole thesis is that human connection drives results. You need to embody that. Customers should feel like talking to you is the best part of their day. You're genuinely curious about people.
You Communicate Crisply
You say it in 30 seconds, not 3 minutes. You organize your thoughts before you speak. This matters because you'll be the voice of Grotto to our customers.
You're Customer-Obsessed
You talk about customers as people, not accounts. You've gone above and beyond for someone and you remember how it felt. You understand that in a startup, every customer relationship is existential.
You Have High Agency
You don't wait to be told what to do. When something's broken, you fix it. When something's unclear, you figure it out. You bias toward action.
