Founding Customer Success Lead

What you’ll do

• Own the customer experience end-to-end. Onboarding, support, education, risk, feedback, process. If it touches the customer, you help make it great.
• Ran frontline support across Slack, email, and our support channels. Customers should feel heard quickly and helped thoughtfully.
• Triage bugs and product issues. Figure out what’s a real bug, what’s user confusion, what’s a docs gap, and what needs engineering attention.
• Help customers get to value faster. Especially around first content, publishing, AI visibility, reporting, and agent workflows.
• Build the help center, onboarding materials, macros, customer comms, and internal playbooks that reduce repeated questions.
• Talk to customers constantly. Understand what’s working, what’s confusing, what’s breaking trust, and what would make Maintouch indispensable.
• Show customers how to use the agent, pressure-test strategy, identify content opportunities, and become more self-serve.
• Act as the connective tissue between customers, product, engineering, and operations. Make sure customer pain turns into action.
• Build lightweight systems for renewals, expansion signals, customer health, priority accounts, and open issues.
• Fill gaps, unblock problems, and make sure nothing falls through the cracks as we scale.

Requirements

• 2-5 years of experience in customer success, customer support, implementation, account management, or a similar customer-facing role at a SaaS company.
• High IQ and high EQ. You can understand the product deeply and handle customers with patience, clarity, and good judgment.
• Strong writer. You can turn messy customer context into crisp tickets, docs, emails, and Slack updates.
• Naturally technical and curious. When something breaks, your first instinct is to figure out why, not just escalate it.
• Calm under pressure. You can handle annoyed customers, ambiguous issues, and fast-moving internal priorities without spiraling.
• Systems-minded. If you answer the same question three times, you build a doc, macro, checklist, or workflow.
• Creative and resourceful. You don’t wait for a playbook. You write one, test it, and rewrite it whenever needed.
• Comfortable with ambiguity and rapid change.