Customer Success

4 weeks ago

San Francisco, United States Arcade Full time

Expected comp: $140k-$200k (commission based)

About Arcade

Arcade's mission is to empower the Product Led Growth Economy. We aspire to support the future generation of founders and products by raising the bar for product excellence, and in turn providing economic freedom to builders.

We want to pioneer the concept of Demo Driven Development by giving users the visibility into why, how, and where users get value from their products.

Culturally, we are a team of ex Atlassians, AngelList, and Shopify teammates - we believe in empowering the end user, and unifying companies around the needs of the end user. We believe that we have the potential to change how software companies work.

About the role

We've had a high amount of adoption for our product with over 10k unique organizations using Arcade. We've recently launched our Enterprise product and have signed multiple contracts with large, recognizable brands (including Atlassian, Sentry, and Carta). However, we need help building and maintaining high quality relationships with customers in order for them to get the most out of Arcade.

You'll report directly to the CEO and partner with the team to empower our customers. Long term, this role will likely be within the GTM team.

What you'll do

  • Own a scalable strategy: Build tooling, processes and systems that support the team to gain visibility into what customers want and when.
  • Onboard: Right after a customer engages in a free trial with us, the CEO will hand them off to you who will then ensure that the team is set up for success. You can adopt our current strategy for this, or redesign it if you think it would help us meet our objectives.
  • Communication: Work with customers to communicate relevant new product features that they may benefit from.
  • Process requests into roadmap: Partner with the CEO to identify top priorities and champion for Enterprise customer when we consider roadmap initiatives.
  • Expansion (in partnership with sales): Use our internal tooling to understand which organizations seem to be growing with Arcade, and pass them onto the GTM team as candidates.
  • Renewals (in partnership with sales): Partner with customers to renew their accounts.
Who you are

Must have:
  • Ability to build from scratch: You have past experience building a customer success strategy within an early stage startup. Has evaluated and implemented systems, tools and processes from scratch.
  • High bias towards action: You are proactive and can take a project from concept to completion.
  • High EQ and empathy: You will be partnering with customers who will have a lot of requests and unpredictable interpersonal dynamics. We want you to feel confident in having you lead and partner with these customers in a way that they feel supported, as well as actioned on.
  • Product intuition: You will partner and problem solve with customers from an inquisitive standpoint.
  • Organized: There will be a lot of inbound requests and specific tasks required to process sales. We will trust that you can take critical, yet complex tasks to completion without followup.
Nice to have:
  • On the PST time zone: Most of our customer base is on PST, so the ability to be on this time zone will be useful.
Benefits
  • Competitive salary and meaningful equity
  • Unlimited PTO and sick days
  • 401k, and top tier Health, Dental and Vision insurance
  • $500 a month remote work stipend
  • Remote first and meeting light culture
  • Biannual company retreats
  • Latest productivity software such as Notion, Linear and Superhuman
  • A team that values diversity and inclusion
Our values
  • Be a coach: We want the best for our customers and ourselves. We coach people to help them achieve their best potential. An "Arcader" is both a teammate and a customer. There is a reason that the same word describes both.
  • Carry the weight: We act like owners. Let's empower each other. When we see something that needs change, we lead through it.
  • An open book: We are open as a team and as a product. We don't put walls up unless it's necessary. We become better when we share information. We are open to diversity of opinion, backgrounds, and thought.
  • Play as a team: We play because we're a creator tool. Life is short. Let's build something meaningful. We play as a team because great teams build great things together. We keep those standards high.
  • Be kind: We can be honest and kind. We can have high standards and be kind. We can say no and be kind. Kindness can vary across cultures, upbringings, and languages - but we try our best to be kind.

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