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Customer Success Associate

2 months ago

san francisco, United States OneCrew Full time

We’re looking for a highly motivated and results-driven Customer Success Associate to join OneCrew’s quickly growing team. You’ll play an instrumental role in leading new client launches and work directly with our leadership team on customer success strategy.


Note: Our team is based in San Francisco. This role is preferred in-person (3 days / week in our SF office) but can be remote


About us

OneCrew is a B2B SaaS company modernizing the $30B US paving industry and beyond. Through our software, we increase contractor revenue by up to 40% and save hundreds of working hours every month. OneCrew is the operating system for contractors looking to grow and scale their business. Our comprehensive solution connects end-to-end operations all in one intuitive platform.


We launched the OneCrew platform in November 2022 and have rapidly built a customer base spanning the US and Canada. Our customers LOVE the solution, and we're seeing great momentum. With a product that’s a game-changer not just an upgrade, we've sparked something meaningful and need someone (you) to come help support our growth.


Our lean dynamic team led by our CEO (ex-Bain) and CTO (ex-Google) is excited to grow and continue to build industry-changing solutions. We’re backed by venture capital and paving industry investors and have built an advisor group consisting of industry leaders, Construction SaaS experts, and successful former founders.


What you’ll do
  • Manage the onboarding process, transitioning clients from sales to active usage.
  • Act as a trusted advisor to customers, providing insights and recommendations based on their business needs
  • Lead onboarding and training calls to educate and empower clients
  • Improve help-based documentation, identifying scalable solutions to refine and enhance the user experience
  • Regularly collect product feedback from clients, contributing to the development of new features and enhancements for OneCrew
  • Collaborate with our CEO and other founding customer success team members to continuously improve our processes and ensure success for the whole team


Who you are
  • Looking for project ownership and growth opportunity in a fast-paced environment
  • Technically savvy and quick to adapt
  • Skilled communicator, with the ability to simplify complex concepts
  • Comfortable running effective implementation calls independently
  • Problem solver, finding solutions when full information isn’t available
  • Empathetic and relationship-driven
  • Thrive in some early ambiguity while driving to build sustainable processes
  • Action and output oriented
  • Confident and eager to work alongside leadership to build culture from the ground up
  • Self-motivated with a positive attitude and a desire to learn and grow


Qualifications
  • 2+ years experience with Customer Success or Account Management, responsible for client onboarding and/or relationship management and renewal (other customer support and/or account management experience a plus)
  • Experience with Excel, comfortable analyzing data and leveraging it to inform decisions
  • Experience working with SMB and/or “blue-collar” businesses a plus
  • Excellent verbal and written communication
  • Ability to work both independently and in a team environment
  • Knowledge of CRM software and product analytics tools


 What we offer
  • Competitive salary with significant upside potential
  • Generous early-stage equity
  • Unlimited PTO
  • Medical, Dental, and Vision (with 100% covered options)
  • If in-office, office breakfast & snacks, weekly lunch, monthly events