Founding Customer Success Lead - Onboarding and Adoption

Vela; San Francisco (CA); Vor Ort; USD 100.000 - 160.000; Vollzeit

Zusammenfassung

the company in San Francisco is a YC-backed AI recruiting coordinator for executive search firms, hiring its first Customer Success Manager to own onboarding, adoption, and ongoing customer success. You will work directly with the CEO, engineering team, and customers to streamline setup, drive usage, and ensure successful scheduling and coordination.

In this role you will lead onboarding, implement processes, and build playbooks.

Qualifikationen

• 2–3+ years in customer success, implementation, account management, or a similarly hands-on customer-facing role.
• Experience in recruiting operations is also relevant.
• Clear communication: lead calls, write concise recaps, handle difficult conversations.
• Organized and dependable: track issues, owners, deadlines, follow through.
• Willingness to travel and visit customers, including in-person events.

Aufgaben

• Onboarding and implementation: run kickoffs, understand firm workflows, coordinate IT setup, train users, ensure scheduling success.
• Adoption: monitor use, check-ins, build habits for ongoing use, travel to customers for events.
• Customer issues: investigate, reproduce, provide context to engineering, ensure resolution and fast responses (avg <3 min).
• Usage and value reporting: show value, derive improvements from usage data and feedback.
• Account health: spot disengagement/ renewal risks, plan mitigations, surface expansion opportunities.
• CS playbook: create onboarding checklists, guides, rollout plans, templates, and streamlined processes.

Kenntnisse

Customer success

Onboarding

Implementation

Account management

Recruiting operations

Jobbeschreibung

the company in San Francisco is a YC-backed AI recruiting coordinator for executive search firms, hiring its first Customer Success Manager to own onboarding, adoption, and ongoing customer success. You will work directly with the CEO, engineering team, and customers to streamline setup, drive usage, and ensure successful scheduling and coordination.

In this role you will lead onboarding, implement processes, and build playbooks.