About the position
As our first Customer Success Manager, you will report to the CEO and work closely with him and our Support and Sales team on client onboarding, retention, upsells, and overall customer satisfaction. We’re looking for someone entrepreneurial, scrappy, and proactive who’s willing to dive into different parts of the business as needed (like handling a sales demo when our schedule is slammed). This role is ideal for someone who wants to be on the ground floor of a scaling startup and build processes that will shape the future of our customer success function.
Responsibilities
- Own upsells and retention, focusing on growth and happiness within our existing account base.
- Manage key accounts above a certain MRR threshold, developing strong relationships and proactively addressing their needs.
- Provide onboarding calls for new customers on Professional tiers and above.
- Support priority accounts, being the first to offer assistance for accounts with a dedicated CSM.
- Become a Copilot expert, mastering workspace setup, customization, and automations.
- Help out in other areas, such as giving sales demos or responding to priority support tickets.
Requirements
- At least 1 year of experience in a Customer Success Manager role (or similar) with proven results.
- Strong customer-centric approach, with a passion for building relationships and solving problems.
- Tech-savvy quick learner, able to pick up new tools quickly.
- Scrappy and proactive, willing to take on tasks outside of the job description.
- Outcome-oriented, measuring success by renewals, account growth, and customer satisfaction.
- Passionate about entrepreneurship and small business.
