Founding Customer Success Manager

Matter Intelligence; New York (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

Matter Intelligence is seeking a founding Customer Success Manager to oversee customer onboarding and support while ensuring customer satisfaction. The role involves managing the client lifecycle, activating customer relationships, and identifying opportunities for growth and expansion within accounts. You will play a key part in shaping customer experiences and contributing to the company's overarching mission of redefining quality analysis through AI.

Qualifications

• Proven track record in Account Management or Customer Success roles.
• Experience with AI or ML implementations.
• Familiarity with Prompt Engineering in natural language interfaces.

Responsibilities

• Manage full client lifecycle including customer onboarding and support.
• Collaborate with Sales for renewals and expansions.
• Incorporate customer feedback into product requirements.

Skills

Account Management

Customer Success

AI knowledge

Communication

Prompt Engineering

Job description

Spur is an AI QA Engineer company. Spur allows you to test your website using natural language by launching web agents that mimic real users.

Founded by two Yale alumni and backed by leading investors such as First Round Capital, Neo, Pear VC, Conviction, and Y Combinator, Spur is transforming the testing world by re-imagining testing from first principles. We are already helping engineering teams at some of the fastest-growing companies globally.

Our Mission: To help our customers deliver the best digital experiences.

Read our Manifesto: https://www.spurtest.com/founders-letter

The Role:

Spur is seeking a founding Customer Success Manager (CSM). This pivotal role involves customer onboarding, support, success, and product engagement. As a company redefining quality analysis with an AI-first approach, understanding, educating, and supporting customers is paramount. Customer satisfaction is our top priority, and we work closely with each customer, informing Spur’s roadmap, marketing, and messaging.

As our first CSM and a founding team member, you will manage the full client lifecycle, including converting pilots to annual contracts, customer activation, creating case studies, and account expansion.

Learn more about our Customer Success philosophy at Spur: (Link Blog Post)

What You Will Do

A Week of Sprints at Spur

Customer Support

• Learn our product thoroughly and assist customers effectively.
• Become an AI thought leader, sharing insights and frameworks with the CS team.
• Support over 35+ customers via Slack & Teams, including enterprise clients like NextDoor, NorseAtlantic Airways, and LivingSpaces.
• Proactively identify customers not maximizing their product opportunities and develop action plans for success.
• Manage onboarding projects and collaborate with Solutions Engineers on technical needs.
• Create and improve internal and customer-facing processes and materials.
• Work with the CEO to establish and track customer activation metrics (usage, NPS scores).

Customer Success

• Collaborate with Sales to manage renewals and expansions.
• Identify opportunities for account growth when appropriate.
• Introduce customers suitable for case studies and media features.

Product & Cross-Team Collaboration

• Work with Engineering & Design to incorporate customer feedback into product requirements.
• Participate in roadmap prioritization sessions based on feedback.
• Help improve documentation and product education materials.
• Coordinate with Sales & GTM teams to analyze customer patterns and enhance qualification processes and messaging.

This Might Be For You If...

• You have a proven track record in Account Management or Customer Success roles.
• You have led complex AI or ML implementations with measurable outcomes.
• You are interested in AI-native products and building engaging AI solutions.
• You are familiar with Prompt Engineering, especially in natural language interfaces.
• You are motivated to excel and contribute to a team.
• You enjoy meeting new people and solving their business problems.