What are the responsibilities and job description for the Founding Customer Success Manager position at Conduit?
About The Role
This is our first hire in customer success and account management. It is critical to our success as we build Air Traffic Control for warehouses. While you start off as a team of one, you will have exceptional partners to collaborate with as you build and manage several processes from scratch. This is a very hands-on role with visibility across the entire company and unlimited growth potential.
Your primary objective is to ensure that customers receive the maximum amount of value from Conduit. In doing so, you will become an expert in our domain, a partner to our customers in understanding their goals, expectations, and problems, and a key advocate for the customer internally.
What You Will Do
This is our first hire in customer success and account management. It is critical to our success as we build Air Traffic Control for warehouses. While you start off as a team of one, you will have exceptional partners to collaborate with as you build and manage several processes from scratch. This is a very hands-on role with visibility across the entire company and unlimited growth potential.
Your primary objective is to ensure that customers receive the maximum amount of value from Conduit. In doing so, you will become an expert in our domain, a partner to our customers in understanding their goals, expectations, and problems, and a key advocate for the customer internally.
What You Will Do
- Onboarding: You will onboard and train new customers. This includes the development of processes and training material that you will use and improve upon over time.
- Renewals and Expansion: You will develop strong relationships with each account and find ways to serve them better through QBR style processes. Sales will be your partner in managing renewals and expansions.
- Customer Support: You will be the first line for defense for inbound support requests, and will be responsible for finding ways to scale your efforts through process and technology.
- Analytics & Reporting: Partner with the CEO to build metrics to manage the health of our customers and proactively identify opportunities to serve them better.
- Customer Feedback: Be the voice of the customer and work with the team to deliver new features that increasingly satisfy our customers’ needs.
- References: You will work with your customers to develop case studies, testimonials, and referrals.
- Scaling: A key part of your role will be to identify automation opportunities that increase your bandwidth and collaborate with stakeholders to implement the latest technologies.
- 3 years delivering exception outcomes in customer success, account management, or similar roles in the logistics or software industry.
- Exceptional written and verbal communication skills, and even better listening skills.
- Proven ability to build processes and achieve results from scratch.
- Comfortable with data analysis in Excel and decision-making.
- Embraces ambiguity.
- Willing to travel several times per year to industry events, team on-sites, and customer on-sites.
- Logistics AND software experience
- Early-stage startup experience
- SQL knowledge
- Impact: Your role will have a major impact on our success and you’ll have a ton of responsibility.
- Trajectory: This is a high agency role in a company that’s growing quickly and efficiently.
- Innovation: We are bringing to market innovations that will help one of the nation’s most critical industries advance.
- People: Our people are exceptional. Integrity, curiosity, humility, and respect are key to how to interact.
- Remote-friendly: Our customers span the US and so does our team. We come together quarterly at our San Francisco office and other locations.
- Benefits: Flexible PTO, medical, dental, vision,
Salary : $80,000 - $130,000