Customer Success Architect - Early-Stage SaaS

reflow; United States; On-site; USD 100,000 - 170,000; Full time

Job summary

Reflow is building a workforce and workflow intelligence platform that helps teams improve performance by understanding how we work. We’re seeking an ambitious early hire to own the customer journey from setup through onboarding, adoption, and long-term success, and to shorten the path from demo to value.

You’ll capture and structure customer feedback to inform product and engineering decisions, assist contracts with partners, and build playbooks that drive expansions and renewals as we scale

Qualifications

• Entrepreneurial mindset with founder/early employee/operator experience.
• Analytical background in technical, finance, economics, or product.
• Curious and logical approach to customer needs and product configuration.
• Customer-facing professional who can excite, guide, and close.
• Strong written and verbal communication skills.
• Strategic thinker who digs into workflows to identify pain points.
• Methodical approach to creating templates and playbooks.

Responsibilities

• Own the customer journey from setup to long-term success.
• Shorten time-to-value from demo to value.
• Capture and structure customer feedback for product decisions.
• Assist the contract process with partners, coordinating with legal.
• Build relationships that drive expansions and renewals.
• Create and refine onboarding playbooks and success metrics.
• Partner with founders on GTM experiments and scale initiatives.

Skills

Entrepreneurial mindset

Analytical thinking

Curious & logical

Customer-facing

Strong communication

Strategic thinking

Methodical

Job description

Reflow is building a workforce and workflow intelligence platform that helps teams improve performance by understanding how we work. We’re seeking an ambitious early hire to own the customer journey from setup through onboarding, adoption, and long-term success, and to shorten the path from demo to value.

You’ll capture and structure customer feedback to inform product and engineering decisions, assist contracts with partners, and build playbooks that drive expansions and renewals as we scale