Your role 🎯
We are looking for our first Customer Success Manager, who will sit at the intersection of sales, operations and marketing. This role is strategically designed to guarantee not only that our users are satisfied, but that they understand the full capabilities of our product.
You will become a true expert of our product and will collaborate with all the members of the team. Your missions will be divided in 3 scopes:
💬 Customer support:
Be the guarantor of the experience and the satisfaction of our users, by helping them use Café and:
- Collecting precious feedback from users to nurture and prioritize our product roadmap.
- Building the best in class FAQ to limit the # of live chat interactions.
- Being in charge of chat support and the point of contact for users.
🏋️ Training
Create various resources and documentation to onboard, train, and help users.
- Build a knowledge base to help our users make better use of the product
- Animate live-onboardings and trainings
- Improve our onboarding process to increase the adoption of Café
📥 Product Marketing
Help our users to better understand the value of Café and communicate about our updates:
- Write product updates for various platforms (Linkedin, newsletter…) and changelog
- Work with the sales team to improve our sales playbook and product demos, and take part in our sales process
- Work with the Growth team to identify and write relevant case studies and communications
💡Good to know: We use Intercom for live-chat support, marketing email, and product tour - and Notion as a knowledge base.
Your skills and experience 👤
- 2-4+ years of experience with customer-facing roles - ideally as CSM/Account Manager
- Outstanding writing, discovery, and presentation skills
- Experience in SAAS industry preferred
- Ability to manage projects across multiple departments, stakeholders, and timezones
- Ability to understand technical information and complex topics, and make it accessible to a broad audience
- Customer-centric mindset: their satisfaction is your priority
Must-haves:
- Experience using Intercom
- Experience writing content or foundational knowledge base
- Interest in the Hybrid-work industry
Perks 🎁
- Remote-first position (4d/week)
- Wework NYC all-access membership
- Annual retreat in 🇫🇷
- Recurrent team building
- New laptop 🍏 + hardware budget
Process ⚙️
- 2x30min with two team members
- Technical test to prepare (2h) and present to Tom & Ben (45’)
- Final interview with the Co-founders (45')
- Welcome onboard 🎉
Café
