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Customer Success

2 months ago

San Francisco, United States GLUE Inc Full time

Glue is rethinking work communication. We believe that today's work chat is noisy, unstructured, and not optimized for productivity. We're starting from first principles to build a smarter work chat-reducing noise and integrating AI directly with team communication to help you get things done.

We are looking for a passionate and experienced Customer Success Manager to join our small team and help lead the effort to set our customers up for success. As this first hire, you will be instrumental in ensuring our users have an outstanding experience with our product from day one. You'll be working closely with the rest of the Glue team to make quick decisions informed by data and help set the direction for all user-facing interactions.

In this role you will handle frontline support questions, guide users through onboarding and implementation, maintain our help documentation, and drive continuous improvements in onboarding and user education. Your role is critical to helping our customers achieve success with Glue, ensuring their satisfaction, and driving long-term retention.

We believe in the power of in-person collaboration and value being together in the office a few days a week to learn from each other, iterate quickly, and build the best possible product.

What you'll do

    • Support: Provide timely, accurate, and empathetic support to users through our product and via email, ensuring their questions are resolved efficiently.
    • Onboarding & Implementation: Lead new users through the onboarding process, offering personalized guidance to help them effectively implement Glue within their teams.
    • Documentation: Write, update, and maintain comprehensive help documentation, FAQs, and user guides that empower customers to resolve issues independently and maximize their use of Glue.
    • User Education: Develop and deliver user education initiatives, including webinars, video tutorials, and in-app guidance, to help users fully leverage Glue's capabilities.
    • Customer Feedback: Gather and analyze user feedback to identify areas for improvement in the product and customer success processes. Collaborate closely with the rest of the team to relay customer insights and drive product enhancements.
    • Proactive Engagement: Regularly engage with users to ensure their satisfaction with Glue, offering additional assistance and providing tips to help them get the most out of the app.
    • Process Improvement: Continuously assess and refine onboarding and user education processes to improve efficiency and effectiveness as Glue scales.
    • Advocacy: Build strong relationships with customers, turning them into advocates and champions of Glue within their organizations.
Who you are
    • 3+ years in a customer-facing role, preferably in a SaaS or tech environment. Experience in customer success, support, or account management is a plus.
    • Highly organized and detail-oriented - there are a lot of moving parts and we're growing quickly.
    • Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and empathetically.
    • Comfort using and explaining tech products, with the ability to quickly learn new tools and features.
    • A self-starter who enjoys getting in the weeds and is able to work independently on projects
    • You have a deep commitment to customer satisfaction and success, with a proactive approach to addressing customer needs.
    • An adaptable problem-solver - you will wear multiple hats and take on new challenges as they come.
Compensation & Benefits
    • This is a very early role, but we're offering a competitive salary in addition to significant equity, a healthcare package, and whatever equipment you need to excel at your job
    • Flexible vacation policy and work/life balancewe're moving quickly but want a sustainable culture
    • We're currently located in beautiful San Francisco and will be working out of our fully stocked office


Glue is committed to providing equal employment opportunities for all applicants and employees. Glue doesn't discriminate on the basis of any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability, sex, gender, sexual orientation, gender identity, gender expression, medical condition, genetic information, family care or medical leave status, marital status, domestic partner status, military and veteran status, or any other characteristic protected by US federal, state or local laws, or the laws of the country or jurisdiction where you work.