JOB-1774
A fast-growing B2B tech startup is hiring a customer success manager to act as the day-to-day contact and first line of support for some of the quickest-scaling companies in the US. You would work closely with account managers and the product and engineering groups to resolve issues and bring customer insight back to the team.
Day to day
- Investigate tricky customer issues, using internal tooling or engineering help to resolve them
- Answer customer questions across phone, chat and email as volume grows
- Team up with the head of support on written guides, escalation handling and cross-team updates, including outside vendors
- Protect a very high customer satisfaction rate
- Represent customers internally and feed their feedback into product improvements
- Learn the platform thoroughly so customers get the most from it
Who fits
- Two to six years as a customer success or account manager at a B2B tech startup with a technical product
- Strong prioritization and the ability to handle multi-level escalations across a high-volume book of accounts
- Experience turning customer experiences into improvements alongside product and engineering
- Experience investigating complex technical problems for technical users is a plus
- Comfortable in a fast-paced startup, with a stable tenure history
- Degree from a strong university preferred
On-site five days a week in the San Francisco Bay Area. Visa transfers considered.
