Job Description

We're Hiring a Customer Success Manager

(Someone Our Customers Will Absolutely Love)

Where We Are Now

One of our customers said we move with the "alacrity of a puma," and we loved it so much we got a stuffed puma for our office. That alacrity comes from meeting with every customer at least once a week (often more), digging deeply into their problems, and maintaining this incredible dialogue between product and customer meetings.

Our best features always come from customers pulling us in new directions.

Here’s where we’re at: our sales team is crushing it, deals are closing, and we have lots of new customers coming onboard. That means lots of implementations. And we want implementation to be as amazing as using the product itself.

Right now, it's just me (the CEO) and our VP Engineering Viji handling all customer success. This has been extremely good for staying close to customers as we built toward product-market fit, but Viji is now extremely busy moving our product & AI strategy fast, and I'm working deals, AI strategy, and recruiting.

We need someone our customers will absolutely fall in love with.

The Strategic Opportunity

Every big company in the world has been directed by their CEO to implement AI. The big question is "how"?

We had a company visit us for a strategy day in New York, and it turned out our roadmap was exactly the same as theirs! They were planning to do it piecemeal; we could do it all in one. That opened doors to much more strategic partnerships that benefit both sides immensely.

Companies are looking at lots of point solutions and don't yet know we can solve many of those problems all in one. In fact, we didn't know it until we started having more strategic discussions with customers!

What We Need

Someone who can drive incredible implementations while being a true strategic partner. These implementations can be complex (though our ultimate goal is that they are very simple)—they require integration, lots of stakeholders (IT, users, execs, data, security), and helping them train models to get the results they want.

But that's really just the start. We could be doing so much more:

• Running user trainings
• Providing clearer communication and schedules
• Faster response times
• Better QBRs
• Helping customers develop their general AI strategy
• Using customer interactions to excavate more product opportunities
• Helping them reduce CAC and increase LTV (the two most important metrics for any company)

Who You Are

• Extremely good at building trust quickly with customers
• Communicate clearly and concisely - customers LOVE working with you
• They see you as a partner, not vendor support - you sit on the same side of the table
• Extremely organized and communicative - probably love building schedules and spreadsheets
• Can have strategy discussions with execs while managing tactical details
• Hate when trains aren't running on time - you keep things moving
• Know how to set clear expectations and negotiate between what customers want and what we can deliver
• Take 100% responsibility for customer experience, even when issues arise elsewhere
• Move in hours and days, not weeks and months (sound familiar?)
• Task-magnet - always taking on more than what's in the job description
• Demonstrated experience with large enterprises and lots of stakeholders
• Bothered when customers aren't extremely happy
• Know how to drive a renewal to the finish line: and you’re always thinking 6 months ahead about it
• Have management potential and could easily run a team of CS folks

Customers trust you, see you as extremely smart, and view you as the partner who solves problems.

What's In It For You

You'll be joining at the perfect moment—we're product-market fitting, customers are pulling us into bigger strategic conversations, and you'll have direct influence on both customer experience and product direction.

You'll work closely with me and our entire team, help shape how we scale customer success, and be part of what could be the adventure of a lifetime, if what we’re hearing on our sales and customer calls is any indication of what’s to come.

Plus, you'll get to work with customers who are genuinely excited about what we're building. When customers say things like "my mind is blown" about your product, your job becomes a lot more fun.

Ready to move with the alacrity of a puma?

We love talking to our customers, we move fast, and we're always learning. If that sounds like you, let's talk.

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