The short version

Early-stage venture-backed startup looking for a customer success manager to help make our customers as happy and engaged as possible. Good fit if you like organization, interfacing with customers, and helping others succeed.

Who we are

We’re a fast-moving startup with a vision to empower all professionals by helping them build better relationships. Our vision is to fix the network gap: the inequality of opportunity driven by not having the right connections. To solve this problem, we’re combining the best practices of the world’s top relationship builders with artificial intelligence.

We’re building a mission-driven team that strives to live out our values every day:

• Customer-centricity
• Diversity of perspective
• Authenticity
• Growth (individual and collective)
• Impact

We’re an ambitious, driven team and we push ourselves to accomplish a lot quickly. In the past couple of years we've gone through one of the world's top accelerators, raised two rounds of venture financing, launched our product, rapidly grown our customer base, and architected a robust set of machine learning models as a core source of competitive advantage. In the process, we’ve been named one of Chicago’s top 50 startups to watch, one of Chicago Inno’s 50 on Fire, a part of the highly selective Google for Startups Black Founders Accelerator and Black Founders Fund. And we’re just getting started!

The opportunity

4Degrees is at an inflection point - we’ve built a product that’s pioneering a new category of software (relationship intelligence), and are rapidly growing.  We’ve experienced net negative churn (i.e., our customers buy more from us over time) over the life of the company, including during the pandemic.

We’ve done this with a scrappy, early-stage team, with no formal proactive customer success function.  But as a relationship-driven company, our relationships with our customers are incredibly important.  Now, we’re looking for our first customer success manager to help us build and deepen our customer relationships (both monetarily and not)! Your core objective will be to drive our customer success efforts - ensuring our customers are happy, getting the most out of our product, and interested in expanding their usage. To do this, you’ll:

• Help new customers get introduced to 4Degrees and become successful, engaged users (including creating content to help this process scale).

• Regularly collect customer feedback through a combination of regular outreach, 1-to-1 conversations and scaled methods to keep a pulse on sentiment.

• Identifying upsell potential within existing customer accounts, and organizing efforts internally to execute against them.

By joining us, you will play a highly impactful role in re-inventing the way professional relationships are managed and building a rapidly growing category. Along the way, you’ll have an opportunity to get unrivaled exposure to all facets of building the customer success engine of a business, and directly shape the outcomes of 4Degrees and its customers.

The impact you’ll make by joining us

Within 1 month you’ll:

• Complete our onboarding process - which will help you ramp up on our company, vision, product, key objectives, and how your role will contribute to all of those!

• Dive deep into our existing customer success processes - and come out with an assessment of what’s working, and where to focus your efforts.

• Create your action plan and objectives for the quarter, in collaboration with the CEO, to guide your execution path forward (which will be iterated on over time)

• Review our library of customer conversation notes and external resources to build familiarity with our target customers, their priorities, and their language.

• Join our customer outreach program - including sitting in on your first set of live conversations with existing customers.

Within 3 months you’ll:

• Assume ownership of our customer outreach program and live chat - ensuring that all customers are getting regular engagement (and that we’re learning from them).

• Build out our helpdesk content library to help customers easily answer their most common questions in a self-service manner.

• Keep a prioritized list of customer accounts with material upsell potential, along with key initiatives to unlock those opportunities.

• Drive timely resolution of customer issues, in coordination with the product and implementation teams.

• Track and report against KPIs and progress: gross churn, net churn, accounts needing attention, and upsell potential captured.

Within 6 months you’ll:

• Take over our customer onboarding process, ensuring that new customers are set up for success and long-term stickiness.

• Coordinate product education efforts and decrease time / effort to adoption for new customers and new features.

• Lead product education efforts and decrease time / effort to adoption for new customers and new features.

• Proactively identify and map upsell opportunities, key stakeholders, what initiatives will drive them forward, and champion them internally.

Within 1-2 years, you’ll:

• Build out a customer success team to support you as the company grows, and as we determine which skillsets to double down on

• Become an internal expert on our existing customers, how they use us, and areas where we can create more value for them

• Drive the identification of new products and services and help shape them (alongside the product team)

About you

• Excited about the 4Degrees mission and believes in our core values
• Thrives in creating structure in complex environments
• Driven by the opportunity to work with customers and help them get the most out of their tools
• Motivated to proactively identify customer issues and opportunities and work with the rest of the team to solve them

Skills you’ll need

• Experience interfacing with and empathizing with customers
• Ability to facilitate meetings with stakeholders of various levels of professional seniority
• Strong written and verbal communication skills
• Strong project management capabilities (organizing and prioritizing lists, assigning tasks, and ensuring follow-through)

We’d be really excited if you are

• Skilled at problem identification
• Have had a quota for prior account management or customer service roles
• Experienced with generating and acting on data-based reports

Benefits

• Competitive cash+equity compensation based on level of capability
• Unlimited PTO (min. 2 weeks, avg. 3-4)
• Unlimited paid sick leave (mandatory for infectious diseases)
• Employer group health insurance, subsidized 75% by company
• Annual professional development stipend
• Commuter benefits