Customer Success Manager

The position

• We are looking for a CS generalist to help carry out all elements of the customer function. You will be the first CS manager at Gigs and will be offered the chance to play a key role in the development of the function.
• You will help build and maintain existing customer relationships and will understand and promote our customers’ goals in relation to their use of Gigs.
• You will help grow usage of Gigs and advise on, and coordinate, expansion into new verticals and jurisdictions by existing customers.
• You will own and negotiate existing customer contract renewals.
• You'll provide exceptional support to swiftly resolve our B2B customer concerns, issues, and requests. You will act as the pivot between the customer and other departments within Gigs, escalating and passing on requests as necessary.
• You will think in terms of scale, understanding and anticipating where documentation, automation and process can be used to help our partners at volume - whether improving the product, producing guides, how-to videos, automated emails, knowledge base articles, or anything else to make it easier to serve our growing customer base.
• You will help to gather testimonials and other collateral from customers to be used for marketing.
• You'll work closely with our Head of Customer Success to scale the after-sales partnership management, partake in operations and help build a fast scaling software company. We already have thousands of US customers live and hundreds of thousands queued.
• Over the next few years, we will continue to grow the CS team and you will be at the forefront of that growth.

About you → We know that perfect candidates don’t exist. Even if not all of this applies to you, we’d love to learn more about you.

• You have 2+ years of experience in Customer Success or Account Management at a B2B or SaaS tech company.
• You're great with people. Managing customer relationships can be stressful, especially when things are not working as expected. You should be able to deescalate a situation and not take an individual's opinion or mood personally.
• You’re a commercial thinker. You are focussed on growth, happy negotiating renewals and comfortable working with, and tracking, commercial KPIs like NRR, GRR and ARR.
• You care about the customer experience. You are invested in ensuring our customers’ success. Your focus is on delivering value and ensuring Gigs has a business impact.
• You’re a problem solver. You love solving customers’ problems and can show initiative and lateral thinking to find solutions to unusual issues.
• You look to unblock inefficiency. You look at the entire operation along the B2B2C value chain and find ways to leverage efficiencies for our partners. You figure out where processes can be improved (internal and external) and where things could break. And fix it yourself or with our engineers.
• You love to challenge the status quo and solve problems incrementally. You understand that building a product our partners want involves trying things, including some which don’t scale. You understand that the most effective results often aren’t immediately perfect but come from solutions that have been iteratively developed. You enjoy engaging the team. This means high involvement of all team members across all functions within Gigs and our partners. You love learning technologies as you go. You always want to find the right tool for the job, and don't only follow what you already know. You’re fluent in English.

The starting date is as soon as possible. However, we are willing to wait for the right candidate. And will do everything to accommodate your needs.

You'll walk through four stages:

1. Get to know each other: We use this to pitch Gigs and get you excited to join. We'll also use this chance to see whether both our expectations align.
2. Case study: This case study challenges how you would deal with our stakeholders. As well as how you'd grow Gigs over different time horizons without budgets.
3. Meet the team: You'll get to meet our other team members. We value team fit above everything else. This also gives you the chance to see whether you'd enjoy working with us.
4. Final conversation: Hermann and you are going to chat more about the position, what you value, what you took away from the interviews so far, and whatever is on your mind.

We are mindful of your time: Going through all stages can be done within one week. Once you've passed them all we will extend a formal offer. You can also speak to one of our investors. We want to give you as many insights into us as possible. We see this as a truly two-sided decision.