Delivery Analytics for Software Teams

Head of Customer Success

Job Type
3+ years
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Julian Colina
Julian Colina

About the role

About Haystack

Our Product and Mission

Haystack helps engineering teams become world class through delivery analytics. Team use our product to measure, improve, and establish best practices through analytics & alerts.

We’e backed by Y Combinator and the same people who built Doordash, Airbnb, and Optimizely. We work with world class engineering leaders at companies like Microsoft, Robinhood, and The Economist.

Why Haystack

Work directly with founders and a close knit team of hustlers. We've all got experience building and scaling startups. You'll the unique opportunity to scale a business from the ground up. If you're the type of person that loves new challenges, learning new things, taking on more responsibility, and seeing how your work impacts customers on a daily basis - then we'd love to meet you.

About the Role

This role is primarily responsible for working with Haystack customers to make sure Haystack’s product delivers the value we promise. You will lead CS and should become an expert on Haystack’s product, understand customer needs, advise customers on how to best use Haystack, build relationships, and implement programs that will increase the business’ revenue potentials and minimize churn rates.

What You'll Do

  • Establish clear client retention goals
  • Process milestones for the clients and employees to work toward
  • Assist customers with setting up and navigating programs or software
  • Improve customer onboarding processes and mutual implementation plans
  • Promote the value of the product
  • Upsell services and products with the brand image
  • Promote value through customer experience
  • Assist in creating training courses and educational materials
  • Evaluate and improve tutorials and other communication infrastructure
  • Develop and manage client portfolios
  • Analyze customer data to improve customer experience and identify churn-risk customers
  • Mediate between clients and the internal team
  • Handle and resolve customer requests and complaints
  • Minimize customer churn
  • Aid in product design and product development by sharing insights from your customer conversations

What We're Looking For

  • Proven work experience as a Customer Success Manager or similar role
  • Ideally experience with mid-market and enterprise companies
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Technical skills required, as they relate to the use of the product or service
  • Experience running experiments to understand what efforts drive customer and company value
  • Accountability and personal organization are essential
  • Experience in managing a diverse group and training each according to company standards
  • Strong academic performance at a top-tier school


  • Details: Full time role. Fully Remote.
  • Compensation: $80-100K+ USD + generous early employee stock options
  • Benefits:
    • Unlimited vacation
    • 100% remote-work environment.

About the interview

About the hiring process

The path to an offer

  1. Apply (30 seconds, see below)
  2. Email with screening questions (5 min)
  3. CEO Interview (30 min)
  4. Co-founder interview (30 min)
  5. Advisor Case + Behavioral interview (1 hour)
  6. 1 reference check (optional)
  7. Offer extended

How to Apply

To apply…

  1. Send an email to julian@usehaystack.io with the subject "Customer Success Manager"
  2. Put your LinkedIn profile link in the email body

That’s it! 🙌

Why you should join Haystack

We are bringing the competitive advantage data-driven engineering teams like Google have - to everyone else.

Our analytics platform plugs directly into developer tools like Github to provide insights on delivery speeds, bottlenecks, and risks that impact team velocity & developer happiness.

We're trusted by some of the world’s most innovative teams: Microsoft, The Economist, and Indiegogo and backed by Y Combinator, Soma Capital, Funders Club, and strategic angels (Founder @Optimizely, SVP Sales @Amplitude) .

Haystack is a culture of tinkering, learning, testing and iterating. We ship quickly and help our customers do the same. We're led by founded by two technical founders who have experienced this problem first-hand after scaling their startups from 0 to 100m+ users.

Team Size:6
Location:San Francisco
Julian Colina
Julian Colina
Kan Yilmaz
Kan Yilmaz