Founding Customer Success Manager

4 weeks ago

San Francisco, United States Scrollmark Full time

Join us in an impactful, high-visibility role where you'll define the customer success experience and help build a first-of-its-kind social community growth platform. This is a unique opportunity to build and scale your own organization and grow alongside the company.

About Us

Scrollmark fuels your social community growth and drives revenue by using social messaging as the secret weapon most brands overlook. Our platform helps businesses connect with their audience through AI community management, customizable social loyalty programs, DM subscriptions, and social attribution, creating a direct path from engagement to purchase.

As a venture-backed, early-stage startup, we're looking for talented and driven team members who believe in our mission. With our innovative approach, we are expanding our customer base rapidly, with nearly 90% of sign-ups converting to paid customers. We're committed to creating an inclusive, passionate, and supportive environment where you'll work closely with the leadership team to take our customer success to the next level.

About You

You're a dedicated Customer Success professional with 5+ years of experience, ideally within the social SaaS space. You're excited to build processes from the ground up and thrive in a fast-paced startup environment, with a passion for working closely with customers to maximize their success on our platform. You have exceptional organizational, communication, and writing skills.

Responsibilities

  • Create and maintain a comprehensive knowledge base and public documentation site
  • Establish regular communication with customers through Slack and email, proactively addressing issues and collecting insights for case studies
  • Conduct regular reviews of major accounts, identifying growth opportunities and optimizing platform usage
  • Influence product direction by gathering and relaying customer feedback to enhance platform features and usability
In Your First 6 Months, You Will:
  • Develop relationships with key team members and leadership, fully immersing yourself in our platform's mission
  • Guide new customers from onboarding to launch, setting a high standard for customer experience
  • Become a product expert, supporting cross-functional teams with insights and expertise
  • Build out scalable processes, knowledge bases, and other resources to empower our future Customer Success team

If you're ready to join a team that's pushing the boundaries of social commerce and lay the groundwork for Customer Success at a growing company, we'd love to meet you

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