Customer Success & Implementation Manager

Why Iteratively

The best companies rely on analytics data to drive growth each and every day. That's why we're building a platform to solve the all too common problem caused by bad data: 'garbage in, garbage out'. We are making it easy for teams to quickly capture clean, consistent analytics they can trust.

We've built a product that helps analysts, devs, and product managers define, track, and validate their team's analytics. We recently raised our $5.4m seed round and have big plans for the future. We need your help to take this vision to the next level! 

We're a quickly growing startup run by serial founders and backed by world-class investors. We have a fully remote company culture and hire globally. We’re all really passionate about our customers and the data space and we hope you are too.

What you'll be doing

We’re growing fast, and looking for someone to join our team to manage the flow of customer requests while ensuring every new customer gets a world-class onboarding experience. This will be our first hire within customer success and we’re looking for someone eager to build this function from scratch. You’ll be owning new customer onboarding as well as ongoing support and customer success.  

You will set the direction, build the processes and nurture a customer-obsessed culture. We are looking for a people-person who’s passionate about delighting customers, building and mentoring a team, and defining processes and procedures.

In your day-to-day you will:

  • Support Iteratively’s customers around the world through all stages of their customer lifecycle 
  • Resolve customers’ requests and queries via email, video call and chat, handling complex and technical inquiries and working with our product and engineering teams to find swift resolutions
  • Build a playbook of data collection best practices that you can confidently use and share with customers 
  • Maintain close relationships with our customers and ensure their satisfaction and success with Iteratively
  • Set ambitious goals and meet them for key success metrics like NPS, NRR, upsell and response time
  • Build out and iterate on a best-in-class customer excellence playbook that can scale with us as we grow
  • Work closely with marketing on customer marketing initiatives and with sales on successful new customer onboardings
  • Develop and implement a customer training program and other initiatives to increase engagement and form a community around Iteratively

Helpful skills and experience

  • 5+ years of experience in customer success, support, post sales, solutions architecture or similar role, preferably in a SaaS context
  • You have a deep understanding of the data and analytics space and the technology tools in the market 
  • You’re able to easily empathize with the customer and have demonstrated dedication to the customer experience
  • You have experience with mitigating churn, driving renewals and other core KPIs through scalable one-to-many campaigns as well as through 1:1 conversations 
  • You are a self-starter who takes initiative and is energized by building a customer-obsessed culture
  • You’re an excellent communicator; you can distill complicated topics into something clear and succinct

Perks & benefits

  • Competitive salary plus equity
  • Remote-first culture
  • 100% medical, dental, and vision coverage (currently US only)
  • Unlimited vacation policy
  • 3 months of family leave for all parents
  • Yearly company retreats

How to apply

This is a full time remote role, you can live and work wherever you like!

If the opportunity sounds exciting and you have the experience necessary, then please apply by writing and include a cover letter and resume highlighting relevant work.