Customer Success Lead

👩‍💻👨‍💻 Role

As a Customer Success Lead, you will spearhead initiatives to champion customer delight. Providing an amazing customer experience is one of our core strategies for growth and differentiation, and we want our customers to continue to love Stable and to drive positive referrals.

You will be our first Customer Success hire and have the opportunity to build scalable systems to manage and measure customer happiness, which includes updating our ticketing process and internal tools. Through this role, you will get to work directly with our customers — CEOs, founders, and operations managers of fast-growing companies all around the world. A few of your responsibilities include:

• Delight customers –– Play a pivotal role in managing customer relationships through friendly onboarding calls and answering questions via email, video, and phone
• Identify upsell opportunities –– Unlock revenue by discovering additional needs for existing customers
• Influence product –– Collaborate with engineering, product, and design to communicate and implement customer and operational needs
• Define our customer experience process –– Create playbooks and manage internal tools to resolve questions faster and save our team time

This position is great for someone who is invigorated about wearing many hats in a fast-paced environment and is willing to help out with sales, marketing, and operational initiatives as needed. We are looking for someone who is adaptive and excited to learn at an early-stage startup. ‍

😀 Who you are

• Driven by impact: You consistently see the possibility in what could be. The idea that you can make the future better than the present is exciting — and you want to be surrounded by others that share this ambition.
• Learn by doing: You are motivated by results, and naturally understand which problems are most important to solve first. When challenges arise, you believe the best way to solve them is by tackling them head on.
• Form deep relationships: You can easily put yourself in others’ shoes and enjoy understanding varying perspectives. You’ve found a result of this tendency are relationships you care about deeply. ‍

✅ What You'll Do

• Craft delightful customer interactions and journeys
• Manage customer relationships and identify opportunities for upselling
• Provide quality support via chat, phone, video, and email
• Perform onboarding calls with customers
• Build a robust customer experience system for scale
• Collaborate with design, product, and engineering to improve the customer experience
• Support growth and operational initiatives

✨ Requirements

• 1+ year experience in a customer-facing role‍ at a fast-moving company
• Energized by helping others
• Comfortable solving ambiguous, complex problems
• Ability to understand and interpret data to enhance customer experience
• Motivated to drive retention and account growth
• Strong written and verbal communication skills
• Bonus points if you have experience at a B2B company

🎁 What we offer

• Competitive salary and generous equity 🚀
• Unlimited vacation-time 🏖
• Medical, dental, and vision insurance 🏥
• Home office set-up 🖥
• Work from anywhere within US time zones (GMT-5 to GMT-10) 💻
• Opportunities to shape the future of Stable and grow into leadership roles 💌