Roles we fill
Customer Success Manager is where we started and what we know best. The other roles below share the same core: owning the customer relationship after the sale. The talent we source can handle any of them.
What every hire has in common
Whatever the title, finalists go through an Amazon-style behavioral interview with our founder or team. We’re looking for six traits.
01
Backbone
Will disagree, say so clearly, then commit. Not just yes because they're empathetic.
02
Ownership
A history of owning outcomes rather than relying on others.
03
Agency
Handles varied tasks, prioritizes, and acts without freezing.
04
Bias For Action
Moves first and adjusts, instead of waiting to be told.
05
Always Improving
Won't have the same skill set or day-to-day a year from now.
06
Builders
Can and will build things: processes, playbooks, systems.
Core responsibilities
- Own each customer's outcomes from onboarding through renewal and expansion
- Run check-ins, QBRs, and health reviews that catch risk early
- Drive adoption so customers get the outcome they bought
- Coordinate with sales, support, and product on behalf of the customer
What we look for
- Clear, confident English communication, written and spoken
- Proactive: reaches out before the customer has to
- Comfortable with data and metrics, not just conversations
- Calm under pressure and organized across many accounts
Core responsibilities
- Manage renewals, upsells, and contract conversations
- Maintain regular contact and account plans for each client
- Resolve escalations and keep stakeholders aligned
What we look for
- Commercial instinct without being pushy
- Strong follow-through on commitments
- Relationship-first mindset with a bias for action
Core responsibilities
- Handle order, shipping, returns, and product questions across channels
- Work inside tools like Gorgias, Zendesk, and Shopify
- Spot recurring issues and flag them to the team
What we look for
- Fast, friendly, and precise in writing
- Patient with frustrated customers
- Detail-oriented with orders and refunds
Core responsibilities
- Welcome and orient new members
- Answer billing, access, and benefit questions
- Run retention outreach before renewals and after lapses
What we look for
- Warm and consistent tone across many conversations
- Organized with recurring cycles and dates
- Comfortable with membership and billing platforms
Core responsibilities
- Moderate and engage in Slack, Discord, Circle, Skool, or Facebook groups
- Plan events, threads, and prompts that drive participation
- Surface member feedback and wins to the business
What we look for
- Naturally social and welcoming in writing
- Good judgment on moderation and tone
- Reliable and present, not just reactive
Core responsibilities
- Own communication with vendors, suppliers, and service partners
- Track deliverables, timelines, and service levels
- Resolve issues and negotiate small changes
What we look for
- Firm but respectful communicator
- Strong documentation and tracking habits
- Comfortable holding others accountable
Core responsibilities
- Handle day-to-day requests, updates, and reporting for accounts
- Keep CRM records, notes, and tasks current
- Prepare materials for reviews and renewals
What we look for
- Highly organized and dependable
- Comfortable in CRMs and spreadsheets
- Quick to learn a product
Core responsibilities
- Run kickoff calls and structured onboarding plans
- Train customers on the product and set up their accounts
- Track onboarding milestones and hand off cleanly to the CSM
What we look for
- Clear teacher who explains things simply
- Process-driven and consistent
- Encouraging with people who are new and unsure
Core responsibilities
- Reach out to at-risk and churned customers
- Handle cancellation requests with save offers and options
- Report on churn reasons and trends
What we look for
- Empathetic listener who doesn't get defensive
- Persuasive without being pushy
- Comfortable tracking outcomes and numbers
Core responsibilities
- Recruit, onboard, and support affiliates, creators, or partners
- Track performance, payouts, and program communication
- Keep partners engaged and promoting consistently
What we look for
- Relationship builder who follows up reliably
- Organized with many contacts and moving parts
- Comfortable with affiliate and creator platforms
Don't see your exact role?
If it’s post-sale client management, we can probably fill it. Tell us what the role needs to own.
