Customer Success
2 weeks ago
We started Span to address a pattern we'd all lived: as teams expand, context is buried under layers of meetings, tools, people and process. Things begin to stall in the "outer loops" like prioritization, allocation, collaboration, and management-areas where mistakes and inefficiencies are arguably more costly.
We are creating a new type of tool that delivers coherent and useful software engineering context for humans and agents alike, a tool that we believe will enable ownership, autonomy, and superhuman impact inside of an engineering organization.
We're building a future where:
- Engineering leaders can understand their most precious resource - team time - so that they're able to invest intentionally, root out hidden costs of toil, and unlock the true potential of their team.
- Everyone inside the organization can have an intuitive grasp of what's happening so they're empowered to make better decisions, operate confidently and deliver predictably.
- The hours tied up in tagging, status reporting and coordination meetings are automated away so that people spend less time on busywork and more time on the real work.
What You'll Be Up To:
- You'll build deep, trusted relationships with engineering leaders-understanding their goals, unblocking challenges, and helping them get the most out of Span.
- Lead onboarding, set success plans, and guide customers through best practices to ensure adoption, retention, and expansion.
- Be the go-to advisor for our customers-navigating the worlds of engineering data, org design, prioritization, and strategic planning.
- Work across departments (Sales, Product, Engineering) to advocate for customer needs and deliver a standout experience.
- Run regular account check-ins and QBRs to drive alignment and surface new opportunities.
- Identify champions, expand usage across teams, and proactively spot churn risks before they happen.
- Get creative with workflows, playbooks, and experiments to scale our CS efforts as we grow.
- 5+ years of experience in Customer Success or similar post-sales roles at a SaaS company.
- Experience working with technical teams-especially engineering leaders-at mid-market or enterprise companies.
- A consultative approach to customer relationships-you love solving messy problems, not just checking boxes.
- Excellent communication skills-you know how to read a room and speak both engineer and executive.
- Comfort with ambiguity and a bias toward action-you know when to zoom in and when to zoom out.
- You take pride in your organization and follow-through, and you're always one step ahead.
- You care deeply about your customers and want to help them thrive.
- Familiarity with tools like Jira, GitHub, and other engineering systems.
- Experience supporting a technical or data-heavy product.
- Been an early CS hire before
- A knack for simplifying complex concepts and building processes that scale.
- If this sounds like your kind of fun, we'd love to chat Let's help engineering teams work smarter-together-at Span.
Backed by dozens of founders and CTOs we admire from places like Slack, Notion, Rippling, Fivetran and Coda, CPOs from places like Adobe and Square, as well as funds like Alt, BoxGroup, Bling, Craft, and SV Angel who dare to dream with us.
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