Founding Customer Success Manager

Glimpse; New York (NY); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in hyper growth is seeking a Customer Success Manager to help scale their customer success from 100 to 1000+ customers in NYC. The candidate will interface directly with customers, develop playbooks, and ensure customer satisfaction while working closely with founders. This role offers a competitive salary, equity, and the opportunity to be part of a dynamic, early-stage company.

Benefits

Competitive salary and equity

Relocation assistance to NYC

Comprehensive medical, vision and dental insurance

401k plan

Unlimited PTO

Qualifications

• 5+ years in a customer success role at a high-growth B2B SaaS startup.
• Ability to distill important information from customer conversations.
• Experience creating a customer success playbook and training others.

Responsibilities

• Onboard new customers onto the Glimpse platform.
• Track progress of accounts achieving initial value.
• Manage customer processes and ensure customer happiness.

Skills

Empathy

Communication

Relationship building

Problem-solving

Action-oriented

Job description

Job Description

We are looking for a versatile and empathetic problem-solvers to be amongst our first customer success hires. You will both be setting the playbooks and strategy for how we scale customer success from 100 to 1000+ customers, and be in the weeds interfacing directly with the customer base to start. You will work closely with the founders to distill feedback and continuously improve customer-facing processes.

Ideal Qualifications

• 5+ years in a customer success role at a high-growth B2B SaaS startup
• Experience creating a customer success playbook and training other team members
• A bias for action and scrappiness to deliver customer solutions
• Ability to distill important information from customer conversations
• High empathy and a knack for relationship building
• Excellent verbal and written communication
• Excited to work 5 days a week from our NY office full-time
• (Preferred) Experience working with mid-size retail brands

Job Responsibilities

• Onboard new customers onto the Glimpse platform
• Track progress of every account getting to initial value delivery
• Manage and iterate critical customer and operations processes for every new customer
• Schedule and conduct check-ins to ensure customer happiness
• Work cross-functionally with engineering and operations teams to resolve support issues
• Ensure the long-term health of customers by proactively tracking and addressing churn risks
• Constantly track and identify upsell opportunities to increase net revenue retention

Why Work At Glimpse?

As an early hire, you will come in during a period of hyper growth for the company, having gone from 0 to 100+ customers in just 8 months. You will be on the front lines interacting with customers, and setting new processes and playbooks that will define the future of customer success at Glimpse. You will be joining early and making huge contributions to Glimpse’s rapid growth.

As the main customer contact you will get to develop long-lasting relationships with founders and operators at some of the fastest growing brands in the world. You will be part of a tight-knit, nimble team working in person together in New York City.

Benefits

• Competitive salary and equity
• Relocation assistance to NYC
• Comprehensive medical, vision and dental insurance plans offered
• 401k plan offered
• Unlimited PTO