Customer Success Manager (NYC)

Fiber AI automates sales prospecting & outbound using AI. Customers choose us because we automatically find prospects, research them, and hyper-personalize outbound messages that get 80% open rates, which is 4x the industry standard.

We’ve raised >$4M, generate >$1M ARR, and are expanding our mid-market enterprise contracts.

We are looking for someone who's self-driven and autonomous to be the dedicated point of contact for our customers and ensure customer email campaigns are executed and performing well.

In short, you’re going to be one of the defining pieces of our team as we scale to $5M ARR in the next 18 months.

How you will grow?

As you onboard, you'll also have the opportunity to work closely with our Head of Customer Success. You will see learn how customer success is closely tied together with product goals, and take responsibility for championing key features for customers. This is going to be critical in achieving high retention rates with existing customers, and you will get to grow and own this product expansion.

What will you work on?

This job will require you to be a Swiss army knife of a customer success manager. On any given day, you may:

• guide customers on best practices for effective sales processes, such as types of emails to send and target customer profiles (ICPs)
• balance customer expectations with the current capabilities of our software; push back on unrealistic demands when necessary
• generate sample audiences for prospective customers that fit their ICP
• manage and track customers campaigns, and proactively record loom videos for how to iterate and improve them
• collaborate with the engineering team for customer-specific feature requests and write detailed spec’s of the customer requirements, so that we can build retentive features
• take full ownership for the launch of new customer email and linkedin campaigns, and conduct weekly calls with each assigned customer (as needed) to monitor progress, gather information, and share updates.
• or all of the above

What we are looking for?

We’re looking for a talented customer success manager to help us manage our growing customer base. You'll be working alongside our CEO, Adi, who was formerly at Microsoft and studied Computer Science at Cornell (top 1.5%) and our CTO, Neel, who was formerly at Google and studied Computer Science at Harvard (top 5%). We’ve been business partners for 8+ years and we are looking to invest in a hire that will be a part of our team for the long-term.

If you're the kind of person who led all their group projects in school, thinks 24 hour SLAs are too easy, is known to their friends as an "execution machine," and are the kind of person who can run headfirst at any problem and leave a string of successful projects in their wake, come talk to us.

Where will we be working?

We have exclusively hired new and recent grads to our team (max <4 yoe). The bet we have successfully made so far is taking top 1% of early career talent that show promise, hiring them quickly, training them fast in the first few months, giving them ambitious projects to grow in responsibility, and quickly turning them into solid engineers capable of matching more senior engineer levels of output.

All team members get a sliding scale of compensation where you can choose between a competitive startup salary and equity offer. Many of our team members are bought into our mission and have opted for maximizing their equity to minimize their cash. Depending on your risk tolerance, we can discuss the range of options available.

Our NYC team works 5 days in person, and we're all passionate about accomplishing our mission, so we naturally work 60+ hours a week. We are looking for someone self-driven, who can make a strong contribution quickly.