The Role

We are searching for a Customer Success Lead to build out the foundations for Customer Success at Denim (https://www.denim.us/). Being a capable contributor is critical, and you should be highly motivated to lead and build in a start-up environment.

You will work closely with our CEO, Chief Product Officer, VP of Engineering and broader team as we develop our technology platform and transform the experience of the deskless, hourly workforce.

Our team is remote and distributed across the Indianapolis, New York City and Washington DC areas. You should be willing to travel at least quarterly.

What you'll do

Manage the end-to-end customer journey.

• Be the primary owner of multiple accounts at various stages of the customer journey
• Own the adoption, growth and retention of our enterprise and mid-market customers, from onboarding to ongoing account management
• Constantly refine the customer journey through data analysis and feedback
• Act as the Denim product champion for our customers through successful configuration, training sessions, and demos

Collaborate with the executive team to build out Denim's customer success strategy.

• Partner with leadership to define core processes to manage customer relationships and meet customer needs
• Define and refine Denim's account engagement metrics (feature adoption, user growth, etc.) and success criteria
• Develop enablement processes, materials and documentation to position Denim for scalability

Champion the voice of Denim's customers.

• Collaborate closely with product and engineering to inform product roadmap based on customer feedback and value
• Work extensively within the Denim platform to ensure customer configuration, automation and design effectiveness.

What you've done

• You have 3-5+ years of direct customer management experience, preferably in Customer Success, Account Management or Sales at a B2B SaaS company
• Prior experience working in a fast-paced startup environment
• Demonstrable experience in managing and scaling a book of business
• Built customer success playbooks/processes
• Leveraged data to define success metrics and optimize customer experience

Skills & Personal Characteristics

• You have exceptional verbal and visual communication abilities
• You carry an entrepreneurial mindset and a keen desire to solve real business problems
• You are comfortable with the uncertainty and ambiguity inherent to early-stage business creation
• You are passionate about customers and confident translating value to design and development initiatives
• You are excited to be part of a founding team and ready to stretch as needed to support the needs of an early-stage business

Compensation

• Competitive cash compensation and meaningful equity
• Comprehensive benefits

Individuals of all genders, race, sexual orientation, nationality, ability, veteran status, and educational background are strongly encouraged to apply. At this time, we do not sponsor applicants for work visas.