Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Design and lead clients through tailored and structured onboarding processes.

• Facilitate initial calls between clients and talent during the foundational stages of partnership.

• Ensure alignment with clients' and talent's distinct working styles.

• Provide guidance to clients on effective collaboration and optimal service usage.

• Monitor and document the health of partnerships throughout the engagement.

• Address client dissatisfaction and misalignment to achieve constructive outcomes.

• Proactively tackle issues to prevent service-level attrition.

• Sustain partnership satisfaction and growth infrastructure utilizing HubSpot, Slack, Gemini, Claude, and Google Sheets.

• Act as a representative of the client/talent partnership during internal development processes.

• Collaborate with Internal Talent Success and Training Teams.

• Report directly to the Head of Customer Success.

⛳️ Requirements

• Strong comprehension of the needs of early-stage startup founders and the ideal behaviors of proactive operators.

• Knowledge of business operations, employee onboarding and utilization, challenges between managers and direct reports, and global talent systems.

• Previous experience with founders is highly preferred.

• Prior experience as a founder is strongly preferred.

• Background in Customer/Client Success or Account Management at a fast-paced startup is advantageous.

• Familiarity with the outsourcing industry is an asset.

• Capability to manage, collaborate with, and inclusively serve individuals from diverse backgrounds.

• Proficient relationship management skills.

• Strong expectation management abilities.

• Strategic decision-making capabilities.

• Dynamic problem-solving skills.

• Cross-cultural awareness.

• Ability to perceive and analyze subtext and contextual clues to identify hidden misalignments and ineffective work practices.

🏝️ Benefits

• Fully-remote work arrangement.

• Benefits information will be provided during the offer process.