Customer Success Lead
About the role
- Lead for Customer Success
- You better be able to make a conversation exciting for the other person to get them talking.
- When your not listening & talking, you are creating content, written and video to help Users.
- This is the hardest role we are recruiting for because you need to be beyond awesome at dealing with humans.
By the time we've finished recruiting we will have a CEO, CTO, 3 Engineers, Chief of Staff (responsible for administration and fastballs) and then we need you to Lead Customer Success.
You are the link between the people building the product and the people using it. I (Nick-CEO) will be right there with you but when I am selling, raising investment, or recruiting, our team needs you to be on top of being a best friend to the users, helping them either use the product, or you need to help them tell us why they are not using the product.
Crew managers either won't have time to talk to you (because their jobs are pretty hard & they don't have much time), haven't used the product much so don't have any feedback (because they are too busy working to use experimental products) or will have so many suggestions you'll struggle to keep up (because they love it and see what it can do). You'll have to sometimes be pleasantly persistent and sometimes rapidly assimilate everything they are trying to communicate to you.
Plus some of them are going to communicate better through written or visual media so when you are not talking you are going to be writing, recording videos of you using the product and making sure all our customer success administration is up to date.
Be the Greywing subject matter expert for Customer Success. Work directly with Users to educate them on Greywing and to champion their interests within the business.
The Customer Success function sits between the Sales and Engineering team and our Users. User's are typically highly experienced maritime and crewing operators who previously have administered their crewing operations over email and using ERP software. Greywing integrates many of the data sources they need to make a decision. The software evolves rapidly and Users have to be kept uptodate with our latest improvements. In parallel we need someone championing their ideas and requirements in the business as their insights drive our product iterations.
The right person will be a good communicator and capable of producing written, visual and video content to support the User on their customer success journey. They will be a subject matter expert within Customer Success able to educate the team internally on best practices.
They will be experienced in reaching out to Users and building rapport and understanding their perspective. More importantly you will be able to differentiate the businesses objectives from the customers.
They will feel at ease interacting with other parts of the business, including marketing, engineering and sales to champion the requirements of Users and to provide evidenced based User perspectives to help inform the team when making product decisions. Alost certainly they will have to authentically represent the User when other parts of the business are wrong about the Users wants, needs and behaviour.
Who are we?
Greywing is a maritime intelligence tool that enables ship managers to conduct operations and save thousands of dollars by providing actionable insight into the decisions they make. Simply put, we process hundreds of thousands of points of information about a vessel to tell them where it should go and what it should do.
We are backed by the people at Y Combinator, Instacart, Gumroad, Flexport, and work with the world's largest ship managers and operators to make the global shipping network more efficient while protecting the people who make sure our world runs smoothly.
In the past year, we've conducted charter flight operations for vessels calling at Singapore, helped evacuate wounded crew that would not have been possible otherwise, and saved hundreds of thousands of dollars in wasted fuel and resources.
For a deeper technical overview of our software, you can read our Hacker News Launch.
Why we need you
With our clients we have been reimagining what vessel operations will look like in the future. We can see a huge opportunity to help our clients and to give seafarers more autonomy over their lives.
Maritime software is still in its infancy. Do a quick Google and you'll see that interfaces look like they were designed on FrontPage in 2008 - and this is the state across the ecosystem. Decisions that govern millions of dollars in cargo and hundreds of thousands of tons of iron and steel are made through excel sheets, email, and pencil and paper. We have a rare opportunity to lay down how maritime will interact digitally for the next decade, if we get this right.
We need someone who can be in communication with our users, ensuring they have an awesome experience of the product and of Greywing as a business. Customers regularly reach out to us for assistance and we need someone experienced in their needs on standby to help, who understands their problems and is experienced in our best solutions.
Our CEO is a former Royal Marine Commando that has built a business in maritime from nothing to 4 million in turnover.
Our CTO has published multiple papers across technology, from Formal verification in cryptocurrencies, human-computer interaction, embedded glucose monitoring to baseline optimization in chemistry and physics. He has also built software and hardware serving hundreds of thousands of users across southeast Asia, in fintech, insurtech, robotics, for companies like National Geographic, Ethereum, and SGX.
Full time role, ideally in Singapore, or remote working in the Singapore timezone. Payment and salaries are compatible with Gitlab's compensation calculator, with competitive equity.
How to apply
If you are interested, please reach out with a short Loom video answering the following questions:
- What should we know about you? Background, capabilities, what you think your strengths are.
- What interests you about us?
- Tell us a little about the most memorable project you've worked on. What were the hardest parts? What were the best moments?
Why you should join Greywing
Greywing is a digital platform that tracks ships and optimises everything that gets on or off.
We connect hundreds of public and private data sources - like satellite tracking, crew and fuel reports, GDS, and port restrictions - to provide immediately actionable intelligence on vessel operations.
Our efforts are currently focused on making crew changes cheaper and faster, and in making sure the thousands of men and women who keep our economies functional get home safely to their loved ones.
We work with two of the largest ship operators globally to digitize their operations. They give us the real life experience to automate their businesses and our vision is to deploy the same techniques to the long tail, creating a single operational platform for shipping.