Customer Success Manager

Overview:

We’re looking for an entrepreneurial Customer Success Manager  to serve as the primary bridge between our customers and our product. As our first CX hire, you’ll play a critical role in defining the culture, processes, and eventually team that comprises Hadrius’ relationship with our customers. As such, you’ll get to wear multiple hats as you go between assisting current customers, onboarding new customer, hiring future CX team members, preventing churn and finding potential upsell oppertunities.

Your primary responsibility is to work alongside the founders to help in these efforts and quickly become an expert on the Hadrius product and processes, while being one of our customers’ primary champions internally.

Outcomes:

First Week:

• Become familiar with the core problems Hadrius solves, our ICP, our value proposition, the Hadrius platform, pricing structure, and roadmap
• Get familiar with the tools we use today to help our customers
• Begin managing customer accounts and responding to small/medium support requests
• Begin shaping and improving current CX processes informed by your previous experiences.
• Maintain a customer pipeline, tracking product usage and ensuring all customer requests/issues are dealt with in a timely manner

First Month:

• Become an expert on the Hadrius platform
• Begin handling most, if not all new customer implementations
• Begin scaling current manual CX processes
• Tracking usage, NPS, and CSAT metrics, and contributing to strategy sessions to improve product usage and customer experience
• Begin taking product feedback from customers and intelligently turning it into product priorities for the engineering team, understanding feature prioritization and size
• Be able to field customer issues over Slack, Teams, and email and ensure engineering/sales teams can fix the problems (without letting anybody drop the ball)

First 3 Months:

• Continue to develop the above skill-sets
• Keep relationships with customers warm — ask them for feedback often, act on that feedback
• Handle the operations work necessary to get customers fully activated
• Work with the sales team to gather the context necessary to win back churned customers and new revenue with existing customers

Must-haves:

• Tremendous demonstrable grit
• Willingness and ability to wear multiple hats and manage your workload without overhead
• Detailed and process oriented
• Intrinsic motivation to create your own opportunities by proactively seeking opportunities to make customers happy and drive product usage
• You are excited to “step up” and help scale up the processes that we’re handling manually
• Previous tech startup experience

Nice-to-haves:

• Some experience working on the product/engineering side
• Experience hiring and managing CX/CS roles
• Depth of knowledge and experience to develop into a CX leadership role, starting with informing improvements to our overall customer support process

Meet the team:

We’re a team of 9 growing incredibly quickly, with a mature and improving sales/engineering motion. We have a strong “revenue-first” and “customer obsessed” culture - all of us talk to customers every day. As a growing team, we move with urgency on all actions and decisions, and do things in the short term that don’t scale to drive that growth.

We are an in-person team with our main office on Wall Street in New York City.

If you’re someone that works harder than all of your friends and colleagues, we want to meet you.

We have raised a $2M seed round from Y Combinator, Lynett Capital, and Singularity Capital among others.

Benefits:

• 401k (100% match up to 6%)
• Destination Airbnb company work retreats 3-5 times a year
• Healthcare, dental, vision, etc.
• Open PTO

Salary:

• $80 - 120k
• 0-0.25% equity

All calls would be with the founders:

• 15 min intro & fit call
• 30-45 min technical call
• 2-3 culture calls
• offer call