[Hiring] Founding Customer Success Manager @People Culture Talent

Role Description

You'll be our first Customer Success Manager, owning the onboarding experience that currently bottlenecks our growth. This isn't typical SaaS customer success; you'll be building relationships with blue-collar business owners who run hands-on operations, speaking their language, and creating the playbook that scales us from hundreds to thousands of customers. Your success directly unlocks revenue. Break the onboarding bottleneck, and you break our growth ceiling.

What You'll Do

• Design, Build & Own Onboarding
  • Design and implement scalable customer onboarding processes from scratch
  • Eliminate manual bottlenecks that currently limit how many customers we can activate
  • Create documentation, workflows, and playbooks that others can follow
  • Measure and optimize time-to-value for new customers
• Drive Feature Activation & Adoption
  • Proactively guide customers through setup and configuration
  • Ensure customers activate key features that drive retention and satisfaction
  • Identify and resolve blockers preventing full product adoption
  • Build customer champions who become advocates in our referral network
• Relationship Management
  • Build strong relationships with auto shop owners and managers
  • Serve as trusted advisor, not just support contact
  • Understand their business challenges and connect them to product value
  • Navigate conversations with pragmatic, straight-talking business owners
• Customer Health & Retention
  • Monitor customer health metrics and take proactive action
  • Identify expansion opportunities within existing accounts
  • Reduce churn through early intervention and issue resolution
  • Gather feedback that informs product roadmap
• Cross-Functional Collaboration
  • Partner with engineering on product improvements based on customer feedback
  • Work with CEO on growth strategy and customer insights
  • Influence onboarding automation features that scale your work

Qualifications

• Strong communicator who can build rapport with blue-collar business owners (not corporate enterprise buyers)
• Proactive owner who doesn't wait to be told what needs doing
• Process builder comfortable creating structure in early-stage ambiguity
• Scrappy problem solver who finds creative solutions with limited resources

Requirements

• Experience with B2B customer onboarding or implementation (strongly preferred)
• Track record of building processes from 0-to-1 (strongly preferred)
• Comfort with non-traditional/blue-collar customer segments (strongly preferred)
• Previous startup experience (especially early-stage) (strongly preferred)
• Technical aptitude and ability to learn software quickly (strongly preferred)

Benefits

• Get energized by talking to customers and solving their problems
• Love building systems and seeing them work at scale
• Don't need hand-holding or rigid structure to be productive
• Can speak authentically with diverse types of business owners
• Want your work to have direct, visible impact on company growth

This Isn't For You If You

• Need extensive training and hand-holding
• Prefer polished enterprise SaaS environments
• Want clearly defined processes handed to you
• Aren't comfortable with rapid change and iteration
• Need work-life boundaries typical of larger companies