Customer Success Manager

About Factored Quality:

At Factored, we're building one of the last missing pieces of modern commerce infrastructure: a platform for consumer brands to manage their quality control inspections.

Factored was started by a team of software engineers, data scientists, and supply chain managers - all focused on one goal: enable entrepreneurs to bring their products to market faster, simpler, and cheaper. We worry about managing brands’ quality control so they don't have to. We aim to redefine how quality control is managed, and need strong engineers to make it happen.

At FQ, you’ll support every aspect of the business, developing a holistic understanding of our customers and product. We're looking for people who are passionate about creating the future of commerce enablement and building the tools needed to help people quit their day jobs to start new e-commerce businesses.

Our team is composed of 10 folks across our US, European and Hong Kong offices. We've raised more than $5 Million to date from an incredible team of investors and operators like Amity Ventures, Dynamo Ventures, and Y-Combinator.

What We’re Looking For:

Factored Quality is searching for a Customer Success Manager to join the team. Our ideal candidate is someone who:

• Feels comfortable across the entire sales/customer lifecycle, from prospecting leads, to closing customers, to continued account management and customer success
• Isn’t against getting in the weeds and on-boarding customers
• Is able to proactively consult and strategize with clients about future needs, use cases, and identify opportunities to increase account sizes
• Can effectively articulate and sell Factored Quality's value proposition and range of products and services
• Can proactively identify new opportunities for revenue growth - either through new customer identification, new product or feature ideas, or new market expansion
• Be comfortable leading a client engagement team consisting of yourself (AE) as well as a back-office operations team member (most likely located internationally)

The Customer Success Manager role can be expected to interact with our leadership, operations, and product management team.

Factored Quality is a team of individuals whom are genuinely excited by solving hard problems, and are eager to work hard to find solutions. We don’t want people who just want a job, we want people who want to build.

The Job:

We’re looking to bring on a Customer Success Manager to help Factored Quality navigate its next stage of growth.

Core categories of responsibilities for this role will be to serve as point for:

• Develop and deliver initiatives to improve the effectiveness and efficiency of sales and adoption capabilities for
• Develop Customer journey development
• Lifecycle management processes and playbooks
• Digital journey development, content creation and curation, and metrics
• Processes and playbook development with Account Managers
• Internal or customer-related programs and initiatives
• Own partnership with Product, bringing “voice of customer” to Product teams, including interlock, reporting, metrics, and facilitating customer engagement (e.g., surveys, interviews, etc.)

You should apply to this role if:

• 3+ years in account management, operations, consulting, or client relations roles
• A customer focused mindset where you maintain customer empathy, constantly, throughout your entire build process.
• Great communication and leadership skills - we deeply value transparency and accountability which is dictated through how we communicate.
• An eye for perfection: we want to be proud of everything we ship and are building the next generation of enterprise tools.
• You consistently meet deadlines (you’re probably the person in your friend group pushing everyone out the door to ensure you make a dinner reservation on time).
• If you are excited to grow your career and move into more senior roles.

Working Hours:

Because our work involves coordination with the Hong Kong office, there are meetings that are scheduled outside of traditional 9-5 working hours. That being said, we trust all team members to manage their schedules and to take appropriate measures to take care of themselves and their wellbeing.

Benefits and Compensation:

FQ offers the following benefits:

• Unlimited paid time off (with the expectation that you take two weeks of vacation each year)
• Paid sick days
• Medical, dental, and vision insurance
• Flexible work arrangements

The Process:

Please submit your application and we will reach out if there is a potential fit.

At Factored Quality  we are constantly refining our hiring process to be as inclusive, transparent, and respectful of applicants’ time as possible. As part of this process, you may be asked to complete a paid assessment based on the role.

Factored Quality  is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We firmly believe that a diversity of experience, perspectives, and background lead to a better environment for our employees and to better results for our clients. We strongly encourage diverse candidates to apply.