Customer Success Manager

5 days ago

San Francisco, United States Vooma Full time
TLDR: early business hire, unlimited growth potential, opportunity to join a rocket ship building at the forefront of AI for a critical industry

About Vooma

Vooma is a high growth freight-tech startup building the best AI agents for the logistics industry. Our mission is to improve the efficiency and resiliency of US supply chains. Vooma is backed by top tier investors, founded by operators with experience from the industry, and at an inflection point in growth.

We work with leading logistics players like Arrive Logistics, Echo Global Logistics, MoLo / Arcbest, MODE Global, NFI Logistics, Evans Transportation, and Sunset Transportation.

Vooma is founded by Jesse Buckingham and Mike Carter. Mike built self driving trucks as a founding engineer at Kodiak Robotics (raised $250M) where he established and led their motion planning and safety teams. Jesse was previously CEO at a private equity backed logistics software company that sold to brokers and truckers which he grew from $2M to $20M+ ARR.

Vooma is backed by top-tier investors including Index Ventures, Y-Combinator and CEOs, founders and executives from Nolan, Arrive, Ryder, MoLo, NFI, Convoy, Uber Freight, Motive, Loop, OTR Capital, Project44, Trucker Tools and more.

About the role

This is a rare opportunity to join a talented and experienced team at the ground level to build a transformational company for a critical industry. If you've ever thought about working at an early stage startup, and are ready to get your hands dirty, this is an ideal opportunity to learn a ton and grow.

You will join our team as our first hire Implementation & Success Manager. you'll be working closely with the whole team - founders, product engineers, operations, customer support - to ensure our customers get value quickly and are widely successful with our product. You'll be the 'conductor' that coordinates with customers and the Vooma team to get customer problems solved, and make sure they're having an amazing experience with Vooma.

Objective of the role
  • Own the entire relationship with assigned clients, including gathering requirements, onboarding, account configuration, implementation, training, adoption, retention, satisfaction, even delight
  • Establish customer relationships as a trusted advisor to help ensure the continued value of Vooma's products and services
  • Develop and maintain customer-success strategies and best practices to accelerate customer time to value with our product. Interface with customer support resources and provide top-level support and white-glove service to onboard new accounts as-needed
  • Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
  • Maintain and report on existing customer success metrics and data
  • Champion a culture of customer love in the company
  • Work closely with the Sales department to ensure seamless transition into the Vooma client base
  • Provide prioritized customer feedback to product and engineering
  • Do whatever it takes to help our customers and Vooma succeed
Your responsibilities will include
  • You will own the implementation of new accounts, including project planning, managing onboarding and trainings, building relationships, configuring accounts and relaying issues to product & engineering
  • You'll be the day-to-day primary contact for assigned accounts. You will build trust and rapport with our customers, consulting with them to overcome issues, identify efficiencies, and explore product requests to achieve their automation goals.
  • You will lead the rollout and communication of new products and features to our customers, and play a leading role in getting adopting of new features and providing feedback to engineering on how to improve product
  • You will analyze customer data to identify opportunities to improve, focusing on increasing customer NPS and decreasing time-to-value
  • You'll have opportunities to pick up miscellaneous growth work: facilitating offsites, tradeshows, case studies, partnership announcements, and other sales, partnerships, and strategy materials/events
The role will evolve over time to focus on high priority initiatives at different stages of the company depending on the skills and interests of the candidate.

You're a good fit if you have:
  • Anything it takes mentality. Together, we do what it takes to make our customers happy.
  • Sweats the details. You pay attention to small things, and follow processes to deliver consistent experiences
  • Growth mindset, constantly looking for ways to improve
  • Service orientation. You care deeply about making customers happy, and feel pain when they don't
  • Professional, warm communicator. You're the face of the company. In both writing and verbally, you show up warm and competent
  • Extremely organized. You have a natural ability to juggle a lot of competing considerations.
  • Thrives in ambiguity. We're a startup. Many things change, pretty dramatically, very quickly
  • Product and technical orientation. You're not a coder, but you learn the product in and out, and you have a technical aptitude that allows you to communicate effectively with product and engineering
Compensation
  • The rare opportunity to join a formidable team to build an enduring company, in person, as a first 15 employee
  • Competitive compensation
  • Equity upside
  • Medical / dental / vision / 401k

This role is based in person in San Francisco, CA or Chicago, IL (not remote).

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