What are the responsibilities and job description for the Founding Customer Success Manager position at Starbridge?
At Starbridge, we are building the future of public sector go-to-market. Our GTM intelligence platform helps businesses grow public sector revenue. By identifying early buying signals, building strategic outbound capabilities, and automating manual processes like proposal writing, our partners win more contracts & establish a competitive edge.
We’re hiring a Founding Customer Success Manager to build and lead the function from the ground up. This is a hands-on, high-impact role where you’ll define processes, drive customer adoption, and ensure long-term success. You’ll work closely with the executive team, reporting directly to the Chief Product Officer, with visibility across the entire company. If you thrive in fast-moving environments, enjoy solving complex problems, and want to make a direct impact on customer delight and retention, this role is for you.
Key Responsibilities
We’re hiring a Founding Customer Success Manager to build and lead the function from the ground up. This is a hands-on, high-impact role where you’ll define processes, drive customer adoption, and ensure long-term success. You’ll work closely with the executive team, reporting directly to the Chief Product Officer, with visibility across the entire company. If you thrive in fast-moving environments, enjoy solving complex problems, and want to make a direct impact on customer delight and retention, this role is for you.
Key Responsibilities
- Onboard & Train - Own customer onboarding and training to achieve high adoption. Develop and refine training materials as you scale.
- Be the Voice of the Customer - Gather feedback, advocate for feature improvements, and work with the product team to enhance the customer experience.
- Scale Support - Be the frontline for customer inquiries, and continuously improve processes through automation and documentation.
- Monitor & Optimize - Define and track customer health metrics, proactively addressing risks and opportunities.
- Drive Renewals & Expansion - Build deep relationships with customers, identify growth opportunities, and increase platform utilization.
- You want to get your hands dirty making our early customers our greatest advocates as well as build the structures around how we scale the overall Customer Success function as we scale.
- Problems make you angry and solutions bring you joy - you’re the type of person who will do whatever it takes to solve a problem, no matter how big or small. If you’ve sent a dozen cold emails or taught yourself basic Python to solve a problem in the past, you’re this person.
- You’re excited to be exposed to and work alongside every function of a fast paced, quickly growing startup, from engineering to GTM.
- 3 years in Customer Success, Account Management, or a related role in B2B SaaS. If you’re coming from a different background and think you’d be a great fit, tell us why!
- Process Builder - You’ve built systems from scratch and thrive in ambiguity.
- Data Driven - Comfortable building process around, tracking, and making decisions based on customer data.
- Customer Centric - A natural relationship builder who can drive adoption and retention.
- Technical Aptitude - Able to understand and explain a data-driven SaaS platform.
