Customer Success Manager

Brief Summary of Role

PitchGhost is a scrappy startup looking to expand its customer base. As the Customer Success Owner, you will be responsible for every customer relationship post-sale, ensuring they successfully integrate PitchGhost into their operations and achieving measurable business outcomes.

Must Have Qualifications

• 1 to 2 years in customer success or account management at a software company, owning onboarding, adoption, or retention.
• Experience starting, building, or running something on your own, whether at work or outside it.
• Ability to follow up without being reminded.
• Proficiency in explaining complex concepts simply.
• Daily use of AI tools.
• Fluent English.

Nice to Have Qualifications

• Early-stage startup experience.
• Experience with mid-market tech companies.
• Marketing or social media background.
• Experience as the first or only customer success person at a company.

Roles and Responsibilities

• Onboard every new customer and build their first PitchGhost setup during the call.
• Own each account's first month, tuning goals, connecting integrations, and booking the next call before ending the current one.
• Ensure more than one person at each customer is using PitchGhost.
• Monitor usage daily and intervene if an account is drifting by offering specific ideas for their business.
• Cut monthly churn by half within a year.
• Handle support questions on the same day, though there are few.
• Manage shared Slack channels with customers.
• Create and maintain demos, how-to videos, documentation, and changelogs.
• Tell the founder about customer requests.

Compensation and Benefits

• Base Salary: $75,000
• Healthcare benefits included, with optional dental coverage.
• Free coffee, snacks, and lunches.
• Unlimited Paid Time Off (PTO).
• Equity opportunity up to 2%.

Location

The role is based in Atlanta Tech Village, requiring a presence in the office five days a week. Remote or hybrid work is not available.