# Founding CSM

**Company:** [Sphere](https://hotfix.jobs/companies/sphere)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $188k – $225k/yr
**Skills:** Slack, Pylon, Api Documentation, Customer Support Tools, Cs Playbooks, Cross-Border Compliance, Data Validation, Admin Tools
**Posted:** 2026-04-14

> Builds the foundational Customer Success function at an early-stage startup, handling full customer lifecycle from issue triaging and technical implementation to process creation and contract expansion. Requires early-stage experience owning CS processes with comfort in admin tools and APIs.

## Job Description

## What You'll Do

- **Full-stack CS**: Triaging customer issues, helping maintain our industry-leading Time To Resolution metrics, expanding our customer contracts, assisting with technical implementation.
- **Enhance our CS ops stack**: We manage customer support in Slack and use Pylon as our infrastructure. We'll expect you to build on and improve that.
- **Build out CS processes/playbook**: You have the chance to define our CS processes and build a team underneath you.
- **Ramp on compliance expertise**: You're helping customers deal with cross-border compliance - it's a technical subject that requires expertise. Your first 90 days will revolve around stabilizing inbound, protecting engineering time, and implementing repeatable systems that scale.

## Requirements

- Proven experience building out CS processes, teams, and playbooks.
- Early-stage startup experience (building processes from scratch).
- Comfortable navigating admin tools, reading API documentation, and handling basic data validation to resolve issues quickly.

## Nice to Have

- Experience working with finance/accounting functions.

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**Apply:** https://hotfix.jobs/jobs/2269c204-bec0-468c-9121-a0a0bc98d97f
**Canonical:** https://hotfix.jobs/jobs/2269c204-bec0-468c-9121-a0a0bc98d97f