Customer Success PM

every-io; Deutschland; Hybrid; EUR 60.000 - 100.000; Vollzeit

Benefits dieser Stelle

Health benefits

Flexible hours

Generous PTO

Equity

Zusammenfassung

Every is seeking a hybrid Customer Success expert to join our team in Germany. The role blends technical account management with product design and management responsibilities to drive customer outcomes and product improvements.

As you grow with the role, onboarding automation and issue resolution will shift toward product design, while customer success responsibilities taper. You will collaborate across engineering and support to optimize experiences.

Qualifikationen

• Bachelor's degree in a technical field or equivalent professional experience.
• Strong passion for delivering customer experiences and driving product improvements.
• Understanding of software development lifecycle and PM methodologies (or willingness to learn).

Aufgaben

• Act as the primary technical point of contact for an assigned portfolio of customers.
• Oversee onboarding, ensuring seamless implementation and adoption of back-office solutions.
• Provide expert-level technical support, troubleshooting, and issue resolution.
• Develop understanding of customer needs, challenges, and outcomes.
• Collaborate with cross-functional teams to advocate for customer requirements.
• Analyze feedback, usage data, and support tickets to identify product improvements.
• Work with engineering to design features that streamline onboarding and address recurring issues.
• Improve product documentation and self-service resources.
• Contribute to the product roadmap by defining requirements.

Kenntnisse

Customer Success

Technical account management

Product management

Ausbildung

Bachelor's degree in technical field

Jobbeschreibung

About Every

At Every we're reimagining back-office operations for startups. Our platform simplifies finance, compliance, HR, and more - helping founders stay focused on building, not paperwork. We offer everything a startup needs in one place: Banking, Cards, Bill Payments, Bookkeeping, Tax, HR, Payroll, and Benefits-all with 10x better workflows using AI. We're a Series A startup backed by YC and Redpoint Ventures (Instacart, Stripe, Ramp), growing fast, and building a world-class team.

We're looking for a hybrid Customer Success expert to join our team. This role combines technical account management and product management responsibilities. In this position, you will play a pivotal role in ensuring customer success while driving continuous product improvements and automation.

What You’ll Do:

Customer Success (75% initially):

• Act as the primary technical point of contact for an assigned portfolio of customers.

• Oversee the onboarding process, ensuring seamless implementation and adoption of our back-office solutions.

• Provide expert-level technical support, troubleshooting, and issue resolution for existing customers.

• Develop a deep understanding of customer needs, challenges, and desired outcomes.

• Collaborate closely with cross-functional teams to advocate for customer requirements.

Product Design and Management (25% initially):

• Analyze customer feedback, usage data, and support tickets to identify areas for product improvement and automation.

• Work closely with engineering teams to design and implement features that streamline customer onboarding and address recurring issues across our back-office offerings.

• Continuously evaluate and enhance product documentation, training materials, and self-service resources.

• Contribute to the product roadmap by prioritizing and defining requirements that enhance customer experiences.

Over time, as you successfully automate customer onboarding and issue resolution processes, the allocation of responsibilities will shift:

• Customer Success responsibilities will decrease to 25%.

• Product Design and Management responsibilities will increase to 75%.

You'll be a great fit if you have:

• Bachelor's degree in a technical field or equivalent professional experience.

• Passion for delivering exceptional customer experiences and driving continuous product improvement.

• Strong understanding of software development lifecycles and product management methodologies (or willingness to learn)

Why Join Us?

• Be part of a mission-driven startup solving real problems for founders

• Work alongside experienced builders in a low-ego, high-ownership environment

• Competitive comp + meaningful equity

• Great health benefits, flexible hours, generous PTO