Customer Success Manager

About Streamline AI

Streamline AI's mission is to become the primary intake and workflow automation system for in-house legal teams and eventually all enterprise G&A teams.  We are carving out a niche in an underserved market and have developed an exciting product that is selling into a largely blue ocean market.  

We have just closed an oversubscribed Series A (14M in total funding), achieved product-market fit, and onboarded over 70 customers, many of which are household names (Gusto, Hims, Grammarly, Logitech, to name a few). Our Founder and CEO, Kathy Zhu, has deep customer empathy and strong network connections from her previous role as an executive at DoorDash and is actively involved in building out the customer pipeline and marketing our business.

About this Role

We are looking for an enthusiastic Customer Success Manager to be a strategic and supportive partner for our customers and enable our next chapter of growth. This position reports to the Head of Customer Success and is an opportunity to work with a happy, entrepreneurial team in a growth position.

Minimum Qualifications

We are looking for candidates with:

• Experience working in a pre-Series B startup environment
• Experience driving success in a highly dynamic, rapidly changing environment in smaller SAAS companies.
• Ability to create the right amount of process and structure and can continuously innovate
• A proven track record of working with mid-level to enterprise SAAS companies
• 3-5 years of Customer Success experience
• A knack for understanding customer process flows and converting them into understandable business use cases
• Excellent verbal and written communication
• The ability to learn new technology easily
• High EQ & IQ
• Presence who can lead the energy of their meetings & are fun to be on Zoom calls with
• A hard-working, collaborative, entrepreneurial, and enthusiastic spirit
• Hustle

Preferred Qualifications

• Startup experience
• Experience working with Salesforce
• Experience working with in-house legal teams
• Skills with Google Sheets & Excel wizardry

Responsibilities

The Customer Success Manager:

• Owns the entire post-sale customer life cycle, from implementing our software to managing the customer relationship
• Ensures a high level of customer satisfaction during every touchpoint
• Manages customer expectations against company priorities and resources
• Understands customer business processes and can advise them on how to convert process into Streamline
• Leads new customer handoff meetings alongside Sales to onboard and implement new customers onto the platform
• Advises customers on best practices, promotes new features, creates prototypes
• Creates educational and training content to raise customer awareness about product functionality, features, and new use cases 
• Owns, triages, and manages support issues that arise with a customer’s use of the product and triages said issues between Engineering, Support, and Customers
• Represents the customer base with feedback and insight when testing new and unpublished features 
• Channels the voice of the customer within the business, informing the product roadmap and our leadership team with what’s top of mind for customers
• Advocates for features, processes, and strategies to make the customer happier and more successful
• Maintains customer expectations with regards to feature requests and unsupported use cases

Salary Range
$90,000 - 110,000 per year