Customer Success Manager

3 weeks ago

Atlanta, United States Grayscale Labs Full time

Who we are:

At Grayscale, our mission is to make the hiring process more human. Our candidate engagement platform powers high volume hiring for brands like Wayfair, Amazon Pharmacy, and Warby Parker. With Grayscale, hiring teams can engage candidates via SMS and automate a white glove experience with each and every candidate, speeding up hiring outcomes by 3x. At Grayscale, we value integrity, curiosity, and an entrepreneurial spirit in the people we hire. We check our egos at the door, practice mutual accountability, and strive to foster an environment where experimentation is encouraged. Sound like you? If so, keep reading.

What you'll do:

Grayscale is looking for a Customer Success Manager to join our Customer Experience team. You'll be exposed to all aspects of the business and will be a foundational member of our core team. This is not a typical Customer Success role - you'll be required to wear many hats, think like an entrepreneur, work independently, contribute to our culture, bring ideas to the table, and help us improve our process.

You will be an advocate for our Enterprise businesses, gathering feedback and escalating support tickets to our Support and Engineering team.

Our ideal candidate is someone who loves helping people, who's hungry to learn, and wants to make an impact.

Here are some key functions you'll perform in this role:

Onboarding and training new customers

Act as point person for all customer relationships

Field questions and support tickets that come in from your customers

Run point on the renewal process across your customer base

Expand contracts through upselling and cross-selling (where relevant)

Work closely with sales, product, and engineering to ensure our product continues to drive value for customers

Help us build out and optimize our customer success process

Top qualities & experience we're looking for:

True empathy for our customers (corporate recruiters) and their customers (candidates)

You don't need to have all the answers, but we'll need you to learn quickly and have an understanding for how an effective customer success function works

Strong communication skills: Written, verbal and over zoom calls.

Highly organized with a keen attention to detailAbility to work in a dynamic, changing environment with minimal direction

Experience with platforms like Salesforce, Intercom, and Slack

Here's why this opportunity is unique & exciting:

You'll work directly with the founding team

You'll make a huge impact and will be able to show tangible results for how you helped grow an early stage startup

You will become part of a relaxed, high performing culture with a supportive CEO and CTO

Generous PTO and paternal leave

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