Founding Customer Success Manager

About Arcade

Our mission is to empower teams to become great storytellers.

Our vision is to build dynamic visual experiences.

More than 15,000 teams use Arcade to tell better, more engaging product stories, and we need your help spreading the word! Culturally, we are a team of ex-Atlassians, AngelList, and Shopify teammates. We believe in building beautiful, easy-to-use products that meaningfully improve how software companies showcase their product at every stage of a customer journey.

We have a hybrid work environment based in our San Francisco, CA office.

About the role

We’ve had a high amount of adoption for our product with over 15k unique organizations using Arcade. Over the past year, we've launched our Enterprise product and have signed numerous contracts with large, recognizable brands (including Atlassian, Zapier, and Carta). However, we need help building and maintaining high quality relationships with customers in order for them to get the most out of Arcade.

You’ll report directly to the Head of Sales and partner with the team and CEO to empower our customers.

What you’ll do

• Own a scalable strategy: Build tooling, processes and systems that support the team to gain visibility into what customers want across both the PLG and Sales-led motions.

• Onboard: Right after a customer signs an enterprise deal, the sales team will work with you to ensure that the team is set up for success. While we have created initial processes for onboarding, you will be expected to take ownership over a success motion that you think will help us meet our objectives.

• Communication: Work with customers to communicate relevant new product features that they may benefit from.

• Process requests into roadmap: Partner with the CEO and product team to identify top priorities and champions for Enterprise customers when we consider roadmap initiatives.

• Expansion (in partnership with Sales): Use our internal tooling to understand which organizations seem to be growing with Arcade, and work with the relevant GTM team to increase revenue. Having seen an effective land-and-expand strategy will be a major focus of this job.

• Renewals (in partnership with Sales): Partner with customers to renew and grow their accounts.

Who you are

Must have:

• Ability to build from scratch: You have past experience building a customer success strategy within an early stage startup. Has evaluated and implemented systems, tools and processes from scratch.

• High bias towards action: You are proactive and can take a project from concept to completion.

• High EQ and empathy: You will be partnering with customers who will have a lot of requests and unpredictable interpersonal dynamics. We want you to feel confident in having you lead and partner with these customers in a way that they feel supported, as well as actioned on.

• Product intuition: You will partner and problem solve with customers from an inquisitive standpoint.

• Organized: There will be a lot of inbound requests and specific tasks required to process sales. We will trust that you can take critical, yet complex tasks to completion without followup.

Benefits

• Competitive salary and meaningful equity

• Unlimited PTO and sick days

• 401k, and top tier Health, Dental and Vision insurance

• $500 a month remote work stipend

• Biannual company retreats

• Latest productivity software such as Notion, Linear and Superhuman

• A team that values diversity and inclusion

Our values ❤️

• Be a coach: We want the best for our customers and ourselves. We coach people to help them achieve their best potential. An “Arcader” is both a teammate and a customer. There is a reason that the same word describes both.

• Carry the weight: We act like owners. Let’s empower each other. When we see something that needs change, we lead through it.

• An open book: We are open as a team and as a product. We don’t put walls up unless it’s necessary. We become better when we share information. We are open to diversity of opinion, backgrounds, and thought.

• Play as a team: We play because we’re a creator tool. Life is short. Let’s build something meaningful. We play as a team because great teams build great things together. We keep those standards high.

• Be kind: We can be honest and kind. We can have high standards and be kind. We can say no and be kind. Kindness can vary across cultures, upbringings, and languages - but we try our best to be kind.

Expected comp: $140k-$200K OTE