Founding Customer Success Manager

Your Mission 🦸

As a Founding CSM, you’ll work alongside the Co-Founder / CEO to help us build Customer Success from the ground up. If you’re looking for a role where you can collaborate with our internal Sales, Marketing, Product, Design, and Engineering teams while providing a massive pain-reliever, then read on.

What you’ll do 🚀

Bring real value to your customers

• Be the primary point of contact for all new customer onboarding and enablement
• Run training sessions for both our admins and end-users to ensure they get maximum value out of Loop
• Identifying and enabling synergies between customers, engineering, sales to optimize for customer value
• Build trusting, personal relationships with your customers

Learn the product inside and out to be a trusted advisor to our customers

• Drive adoption, retention and expansion for Loop’s existing customer base
• Be the expert at the product and advocate customers for susccess by using Loop
• Proactively identify customers who aren’t maximizing their usage and create action plans to reach success
• Build the foundations of CS at Loop
• Find repeatability in processes and build documentation to set up Loop for scale
• Build enablement materials for customers to help drive them towards value
• Surface trends and patterns across customers to drive product roadmap and best practices for Customer Success
• Shape our future product

Constantly capture and synthesize product feedback from our customers; make product recommendations based on this feedback

Requirements ✍️

• 5+ years of CS in B2B SaaS
• You’ve build customer success playbooks or processes
• Experience managing customer relationships
• Strong communication skills - written and verbal
• Excellent attention to detail