Customer Success Manager

Remote

Full Time

Experienced

Charma (formerly WorkPatterns) is the modern manager’s toolkit. We’re guiding workplace relationships with a framework for better 1:1s, AI-assisted feedback, and simplified goal setting. We help all managers become great managers by improving team performance, job satisfaction, and morale.

Our product is already making an impact by helping teams adapt to new hybrid work environments. We’re doubling revenue year over year and have over 400 paying customers, including teams at Amazon, Apple, Panasonic, and many more.

We are a passionate, no-ego team of experienced entrepreneurs, technical talent, and product minds. We’ve focused from our founding in 2018 on developing our own hybrid work system, well before it was “cool.” We meet in person for quarterly offsites in great places like San Francisco, Los Angeles, and San Diego and have plans to expand to exciting destinations like Mexico City, Costa Rica, and others. The rest of the time, we work remotely, keeping meetings to a minimum so people can focus on deep work and set their schedules around when and where they work best.

We’re also fortunate to have the backing of top investors, including Founders Fund, Javelin Venture Partners, Zoom, GTMFund, and Shorewind Capital.

This is a rare opportunity to be the first Customer Success Manager at a high-growth, seed-funded startup with a proven team and backing from some world’s top investors, including Founders Fund and Javelin Venture Partners.

As our first customer success manager, you'll partner closely with… well, with basically everyone: Sales, Product & Design, Engineering, and our Marketing teams. Your focus is to engage our key accounts while educating and supporting our end users.

You'll also have the opportunity to help build and optimize our overall operations across the customer relationship, help create compelling sales copy, partner with marketing on customer content, influence our product roadmap based on customer feedback, and help continue to build our team culture. That last one should not be overlooked.

Your main responsibility is to own, manage, and grow a book of business consisting of Charma’s largest and most strategic customer. Common activities in a typical quarter include:

Onboarding new customers and ensuring they are provided with the necessary training and resources to maximize their use of the platform
Maintaining detailed records of customer interactions (office hours, weekly check-in meetings, QBRs, email communications, etc.)
Assisting your customers with technical support and troubleshooting
Developing and maintaining strong customer relationships, proactively identifying opportunities to increase customer satisfaction and retention
Tracking customer usage metrics and providing recommendations to customers to ensure they are getting the most out of the product
Developing renewal plans and ensuring customers engage with the product
Identifying customer issues and escalate them to the appropriate channels
Cultivating customer superfans and promoting them with Marketing
Creating a quarterly report for Product Development based on customer feedback and requests
Always finding ways to improve your (and our team’s) effectiveness and efficiency

We’re looking for someone who:

Is fired up to be the first customer success manager and recognizes all the potential that comes along with it
Has the resilience and problem-solving abilities to thrive in the ambiguous environment of an early stage startup
Has at least 3-5 years of experience managing accounts in B2B SaaS products and a track record of exceeding targets
Is a crisp communicator, a creative problem solver, and a great listener with a consultative approach
Can understand customer problems and position our solutions accordingly
Is process-oriented and has a methodical approach to managing their book of business
Can contribute strategically to go-to-market tactics as well as to product development
And bottom line: Is fundamentally results-driven and wants to focus on retaining and growing customers

Benefits

Competitive pay & substantial equity grant
Health insurance
Autonomy and flexibility in your work schedule
Unlimited vacation policy
Talented team working on a hard problem and having fun along the way
Have a huge impact and the ability to influence the direction of a category-defining company

#LI-REMOTE

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Ideally-suited candidates will include a mix of startup and later stage experience, and a recent background both with hands on account managing and with process refinement. Yes, it's a unicorn-ish skill set. What about this position makes it the ideal fit for your experience, disposition, and skill set? *3-4 sentences. **

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Customer Success Manager

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