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Sphere

Founding CSM

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.

188k – 225kSan Francisco, CACustomer SuccessOnsite
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About the role

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.

Skills

SlackPylonApi DocumentationCustomer Support ToolsCs PlaybooksCross-Border ComplianceData ValidationAdmin Tools

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