Head of Customer Success

Founding Client Success Manager Why Join Crossfill? The way people shop online is changing. Instead of browsing websites or scrolling through endless product pages, shoppers are increasingly using AI chatbots and generative search to find what they need.Crossfillis pioneering a platform that helps brands increase their visibility in AI-driven search, ensuring they appear when their customers are looking for them. We are anearly-stage startup backed by top venture capital firms in the Bay Area . As our firstClient Success Manager , you'll play a crucial role in shaping how we support, retain, and grow our customer base. You'll work directly with leading eCommerce, marketing, and SEO teams, helping them maximize their visibility across AI search. What You'll DoClient Onboarding & Success Management Own theonboarding experience , guiding clients through setup while working closely with product and engineering to turn insights into a powerful, user-friendly dashboard. Provide proactiveguidance, training, and best practicesto help clients improve their AI search rankings. Relationship Management & Performance Insights Serve as the primary contact forSEO, marketing, content, and technical teamsat client companies. Sendweekly performance updates , highlighting key wins, trends, and areas for improvement. Delivermonthly reportscovering AI search trends, platform updates, and strategic recommendations. Issue Resolution & Product Feedback Triage and resolvecustomer issues, working closely with engineering and product teams to provide solutions. Scope and prioritizefeature requests, ensuring customer feedback is turned into actionable insights. Build out internal resources likehelp docs, FAQs, and training materialsto improve support and self-service options. CRM & Workflow Optimization Report to theHead of Sales , ensuring all customer interactions, updates, and renewals are properly tracked in ourCRM . EnsureCRM data integrityand help refineworkflows, automations, and reportingfor improved customer tracking. Experience with CRM platforms likeHubSpot or Salesforceis preferred"”knowledge of tools such asGong, ChurnZero, or Gainsightis a plus. Who You AreAclient-centric problem solverwho thrives on helping businesses succeed. Strongcommunicator and relationship builder , comfortable working with both technical and marketing teams. Analytical, with the ability to translate complex data intoactionable insights . Proactive and organized, capable of managingmultiple clients and projectsat once. Excited about working in afast-paced, early-stage startupwith high ownership and impact. Bonus PointsFamiliarity withSEO, AI-driven search, or digital marketing . Experience working witheCommerce, SaaS, or MarTechplatforms. Basic knowledge of data visualization tools (e.g., Looker, Tableau) or SQL is a plus. Why You'll Love It HereImpact:Be part of a high-growth startup shaping the future of AI search. Ownership:As our first CSM, you'll have a direct influence on customer success strategy and execution. Growth:Opportunity to evolve with the company, taking on leadership as we scale. Hybrid Work:Join a dynamic team in the SF Bay Area while enjoying flexibility. Crossfill is committed to diversity and inclusion.We are an equal opportunity employer and welcome applicants from all backgrounds.#J-18808-Ljbffr

Created: 2025-05-05