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Customer Success Manager

2 months ago

New York, New York, United States Warp Full time

We are hiring a Customer Success Manager at Warp. Your role will be to ensure Warp's customers – who are mainly startup founders – have an amazing experience with our product and services. At Warp, we are obsessed with making our customers happy. You will be working directly with Sarah Bai (Head of CS), and me (Founder/CEO).

This is not a routine, 9 to 5 job. Working at Warp means having high ownership and agency. We do whatever it takes to make our customers successful. You may have to reply to a customer at 10pm. But we also don't mind if you have to run an errand at 11am on a Tuesday.

We have a beautiful office in SoHo, NY where we all work several days in person. For this role, you're ideally located here in NY, but for exceptionally strong candidates, we're open to remote as long as you're based in the US time zone.

Goals and Responsibilities

In this role, you'll be responsible for

  1. Onboarding Customers: You will help founders during the onboarding process for new customers to make their transition to Warp seamless.
  2. Customer Relationship Management: You will forge strong relationships with customers, understand their needs, and ensure our products/services are meeting those needs.
  3. Customer Retention: You will develop strategies to maintain a high retention rate among customers, and identify issues that could potentially lead to dissatisfaction and churn.
  4. Enhance Customer Engagement: You will collaboratively design and execute engagement strategies to ensure customers derive maximum value from our products/services. This includes sending updates on new product features, recommendations on how to use Warp better, sending them reminders if they haven't completed key steps, among other things.
  5. Customer Advocacy: You will gather feedback from customers and act as their advocate, ensuring we enhance our products/services based on their feedback.
  6. Metrics: You will create, monitor and report on customer success metrics and utilize data to improve our strategies and processes.

    Requirements

    To succeed in this role, you'll need to be – highly attentive to detail, super responsive, and above all have a high degree of customer empathy.

    1. Work experience: Ideally you have 1+ year of CS experience at a startup, but we're open to new grads in this role as well.
    2. Customer experience skills: You must be passionate about driving the ultimate customer experience, with a natural ability to build strong relationships and rapport with customers.
    3. Technical background: Experience working with software products such as Linear, Zendesk, Slack, and other similar platforms - or the ability to quickly learn them.
    4. Customer-centric mindset: Total focus on customer needs and satisfaction, with a proven ability to manage projects to successful completion, multi-task, and work within tight and unexpected deadlines.