Customer Success PM

Remotefull-timemid

OtherCustomer Success Team Lead

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Quick Summary

Key Responsibilities

Customer Success (75% initially): Act as the primary technical point of contact for an assigned portfolio of customers. Oversee the onboarding process,

Requirements Summary

Analyze customer feedback, usage data, and support tickets to identify areas for product improvement and automation.

Technical Tools

OtherCustomer Success Team Lead

At Every we're reimagining back-office operations for startups. Our platform simplifies finance, compliance, HR, and more - helping founders stay focused on building, not paperwork. We offer everything a startup needs in one place: Banking, Cards, Bill Payments, Bookkeeping, Tax, HR, Payroll, and Benefits-all with 10x better workflows using AI. We're a Series A startup backed by YC and Redpoint Ventures (Instacart, Stripe, Ramp), growing fast, and building a world-class team.

Responsibilities

~1 min read

Customer Success (75% initially):

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Act as the primary technical point of contact for an assigned portfolio of customers.
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Oversee the onboarding process, ensuring seamless implementation and adoption of our back-office solutions.
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Provide expert-level technical support, troubleshooting, and issue resolution for existing customers.
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Develop a deep understanding of customer needs, challenges, and desired outcomes.
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Collaborate closely with cross-functional teams to advocate for customer requirements.

Product Design and Management (25% initially):

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Analyze customer feedback, usage data, and support tickets to identify areas for product improvement and automation.
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Work closely with engineering teams to design and implement features that streamline customer onboarding and address recurring issues across our back-office offerings.
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Continuously evaluate and enhance product documentation, training materials, and self-service resources.
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Contribute to the product roadmap by prioritizing and defining requirements that enhance customer experiences.

Over time, as you successfully automate customer onboarding and issue resolution processes, the allocation of responsibilities will shift:

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Customer Success responsibilities will decrease to 25%.
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Product Design and Management responsibilities will increase to 75%.

Bachelor's degree in a technical field or equivalent professional experience.
Passion for delivering exceptional customer experiences and driving continuous product improvement.
Strong understanding of software development lifecycles and product management methodologies (or willingness to learn)