Customer Success Representative

📋 Description

• Customer Ownership & Adoption

• - Manage a portfolio of customers post-onboarding, serving as their primary point of contact

• - Assist customers in navigating technical adoption, usage patterns, and scaling processes

• - Support customers in understanding and integrating new models, features, and updates

• - Maintain effective communication via Slack, email, and calls with both technical and non-technical stakeholders

• Support, Incidents & Coordination

• - Track usage, performance, and health indicators

• - Aid in troubleshooting issues, collaborating with engineering, and managing incidents in a composed and clear manner

• - Ensure that issues are communicated openly and followed through until resolution

• Customer Feedback & Internal Alignment

• - Gather and relay customer feedback to product and engineering teams

• - Convert customer needs into actionable insights for internal teams

• - Act as a liaison between customers and internal stakeholders

• Commercial Support

• - Assist in discussions regarding pricing, usage, renewals, and expansions

• - Help customers comprehend how usage and pricing models operate

⛳️ Requirements

• What We’re Looking ForCore Requirements

• - Experience in **Customer Success, Technical Account Management, Solutions Engineering**, or comparable roles** (experience in technical vendor management is also applicable)

• - Proficient in engaging with **developers, product teams, APIs, and technical products**

• - Strong capability to **articulate complex technical concepts in a clear and simple manner**

• - Commercial awareness: understands **usage-based pricing, incentives, renewals, and expansions**

• - Able to maintain composure and clarity during **incidents or high-pressure situations**

• - Quick to adapt to new tools and internal systems

• - Experience in managing **multiple customer accounts or threads simultaneously**

• Mindset & Way of Working

• - Strong **ownership mindset**: identifies challenges, proposes solutions, and drives them to completion

• - Proactive rather than reactive in daily operations

• - Systematic thinker, capable of synthesizing customer feedback into clear actions

• - Comfortable navigating environments where not everything is fully defined

• - Customer-focused, balancing empathy with realistic commitments

• - Clear and succinct communicator in a **Slack-first, asynchronous environment**

• Technical Environment (Exposure-Level) Candidates don’t need prior experience with all of these, but should be comfortable in similar environments:

• - **Customer communication:** Slack (primary), email, Google Meet/Teams

• - **Support / ticketing:** Zendesk, Intercom, Jira, Linear, GitHub Issues, or similar

• - **Monitoring & debugging:** logs, metrics, dashboards (Datadog, Grafana, internal tools)

• - **Docs & knowledge bases:** Notion, Confluence, GitHub docs, or similar

• - **APIs & dev tooling:** Postman, basic API debugging, reading JSON responses, HTTP error codes

• Nice to Have

• - Familiarity with **AI / ML concepts** (models, inference, latency, usage-based pricing)

• - Experience with **AI platforms, cloud infrastructure, or developer tools**

• - Prior exposure to **usage-based or consumption-based business models**

• - Experience in startup or scale-up environments

• - Basic API tooling exposure (Postman, reading JSON responses, error codes)

🏝️ Benefits

• We’re a remote-first collective, meeting in person twice a year to plan, brainstorm, celebrate wins, and enjoy some face-to-face time. We have core hours for cooperative working and calls, but outside of that your calendar is yours. Work the hours that let you perform at your peak while also building a healthy life.

• Our release cycles are fast and intense, but they’re followed by real downtime. After significant pushes, we expect the team to unplug, recharge, and return ready and stronger for the next challenge.

• - **Generous paid time off** – vacation, sick days, public holidays

• - **Meaningful stock options** – share in the upside you create

• - **Remote-first setup** – work from home anywhere we can employ you

• - **Flexible hours** – own your schedule outside core collaboration blocks

• - **Family leave** – paid maternity, paternity, and caregiver time

• - **Company retreats** – twice-yearly gatherings in inspiring locations