Customer Success Lead

📬 About Stable

‍Our mission is to make it simple to headquarter any business on the internet. Today, we provide companies with a business address and a dashboard to manage their physical mail online. Over 4000+ companies like Gitlab, Glassdoor, and Indiegogo use Stable to automate their mailroom and act as their permanent business address with the IRS, state, and vendors.

The rules that regulate US entities were written in the 1800s. Stable abstracts these antiquated requirements with tools that empower modern companies to move forward faster.‍

These rules don't make sense for the way we work today — work takes place in the cloud and businesses are no longer tied to physical proximity or geography.‍

We’re on a mission to fix the broken system of entity management. Starting with business addresses and mail, we’re abstracting the complex, archaic systems that make company-building painful and turning them into delightful experiences — so that modern businesses have the tools they need to move forward faster.

We're backed by leading Silicon Valley investors like Y Combinator, Craft Ventures, Shakti, Hustle Fund, and founders from companies like Lattice, Apartment List, and FlexJobs.

Our business is at an inflection point. We’re growing quickly with a product people love and we’ve proven we can service companies of all stages and industries — from early-stage startups to mid-market companies in industries like technology, logistics, and property management.

This is an opportunity to join an early-stage startup as one of the first employees and have work that directly impacts the future of how companies are built.

👩‍💻👨‍💻 Role

More than 6,000 businesses use Stable and an increasing number of these customers are large businesses like GitLab, Thumbtack, and Glassdoor. We’re hiring a Customer Success Lead to empower our biggest customers to succeed with Stable by automating their manual workflows and earning them back dozens of hours per week.

The people who use our product are thoughtful and excited to solve operational challenges for their businesses — the ideal candidate for this role should be empathetic, comfortable forming ongoing relationships, and exceptional at communicating and educating. Here are a few examples of what you’ll work on:

• Create a delightful first impression — Customers often come to Stable overwhelmed and confused about their mail operations. You’ll have an opportunity to create a foundation of trust by serving as an expert and guide as they transition their business to Stable.  This is a critical opportunity to prove they are in good hands while also laying the groundwork for an ongoing partnership.
• Build long-term relationships — We believe that building rapport, communicating clearly, and listening closely to find solutions that save customers time, money and headaches is a way to provide differentiated support. We would like our customers to be with us for the long-term, and part of that strategy will involve them forming a real relationship with you and Stable.
• Lay the foundation to scale — Our business is growing quickly, and the Customer Success team is an important part of that growth. In this role you will take what you learn from daily customer interactions to create playbooks and processes that will enable us to provide differentiated, world-class support at scale.

This is an opportunity to join an early-stage startup as one of the first employees and have work that directly impacts the future of how companies are built.

😀 What you value

• Be human: Lead with empathy, act with authenticity, and enjoy what you do.
• Stay curious: Invent novel solutions by asking why, listening, and tinkering.
• Act quickly with purpose: Focus on what matters, iteratively improve, and move urgently towards the goal.
• Insist on exceptional outcomes: Strive for excellence and take ownership over the outcomes you deliver.
• Exceed customer expectations: Create delightful experiences with each interaction.

✅ What You'll Do

• Build strong, long-term relationships with customers by staying in regular communication and efficiently resolving issues with solutions tailored to their needs.
• Coordinate with Sales to guide customers through a smooth onboarding and conduct training so that customers understand Stable’s systems and are set up for success.
• Act as the primary point of contact for daily operations and troubleshooting questions for assigned customer accounts.
• Conduct quarterly and annual customer success sessions to ensure customers get the most value out of our service, issues are resolved proactively and customer goals are met.
• Evaluate churn risk for each customer and proactively manage dissatisfaction to drive retention throughout the customer life cycle.
• Serve as a product, company and industry ambassador, keen on educating prospects and customers on the capabilities of Stable.
• Identify and prioritize product & service updates that solve for customer needs and account for trends. 
• Collect customer insights and form strong product opinions that directly influence the product roadmap

✨ Requirements

• Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Sales, Business Development, Account Management or a related field.
• 4+ years in Customer Success, Consulting, Business Development, Sales or related fields.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices.
• Previous experience working in a growing, scaling CSM team.
• Excellent written, verbal, presentation and video communication skills, with the ability to adapt conversations for technical and non-technical audiences.
• Comfortable working within Customer Success Management software.