19min

Customer Success Manager

Our SaaS product helps software development & product teams build better software through amazing documentation.

We're an early-stage startup, and looking for clear thinkers to join our mission of making documentation & async communication easy & popular.

To support and accelerate our growth, we are hiring an experienced Customer Success Manager to develop and own our end-to-end demand generation strategy and execution. This role will be a critical driver to growing our pipeline and bookings. 

About You

You are analytical, creative, and a self-starter. This isn’t your first rodeo as a Success Manager - you’ve successfully onboarded, and maintained customer relationships before. You’ve previously been held accountable to a metric tied directly to business growth. 

You have empathy towards our customers and team members, and you have a test-and-learn mindset. You are humble, can prioritize aggressively, and are eager to roll up your sleeves. Above all, you believe in our mission to unlock documentation as a growth driver for software companies, and are excited to share that story with the world.

Responsibilities

  • Own the customer experience after the sale succeeds
  • Onboard larger teams into our product through calls, demos or email
  • Interview customers to draw insights for our product marketing process
  • Keep a tight relationship with them so that they buy again when annual renewal comes
  • Monitor KPIs and own reporting to effectively communicate performance and analyses to the broader team and leadership
  • Lead the evolution of our CS tech stack as our go-to-market function scales
  • Partner closely with our sales & marketing people on processes and best practices to translate more customers being successful with our product

Requirements

  • 4+ years of experience in a customer success role within the B2B technology space;
  • SaaS experience is required;
  • Hands-on experience onboarding, upselling and maintaining customer relationships;
  • Ability to drive alignment across marketing and sales teams
  • Experience working in a fast-paced startup environment

What we offer

  • remote work and asynchronous communication environment
  • growth opportunities as the company scales
  • 25 days of paid time off annually
  • a healthy 40-hour workweek
  • $50k-$70k gross yearly
  • significant stock-options as an early-stage employee

Hiring process

  • 30-minute technical interview conducted by a senior team member
  • take-home exercise, if applicable (paid)
  • a virtual session with the founder, 2 hours in total
  • reference call