Founding Customer Success Lead

1 нед. назад

70k–110k USD / yearUnited StatesCanadaWorldwideLeadRemote

customer supportticketing systemsproduct knowledgecommunication

Lead and define the customer success function for an AI-native ATS and CRM SaaS company, scaling support processes and working directly with founders.

Будет плюсом

Have worked at an early-stage startup (Series A or earlier)
Can read SQL or basic code well enough to debug small issues yourself (or leverage claude code and cursor)
Have written help docs, set up a help center, or owned a knowledge base
Have used Intercom, Plain, Linear, or similar tools
Are familiar with the recruiting or HR tech space (not required, just a plus)

Другое

is an AI-native ATS and CRM built for executive search and recruiting firms. We're backed by Y Combinator and serve some of the leading US based executive search firms. Our customers are operators, they make money when they make placements, so every minute of downtime matters to them. We've been growing fast, and our founders have been handling support directly. We've hit the point where we need someone who owns it.
This is the first dedicated customer success hire at . You'll define how we support our customers, what processes look like, and how we scale this function as we grow. You'll have real ownership and work directly with the founders.
Ideally, you are based in the east coast and can make trips to NYC for in person team interaction initially.
You have 2–4 years of experience in customer support or success at a SaaS company. You've answered tickets, you've talked to angry customers, you know what good looks like
You're naturally curious about how products work. When something breaks, your first instinct is to figure out why , not just escalate it
You write clean, concise tickets. Engineers love working with you because you give them everything they need without burying them in noise
You can hold your own with sophisticated customers. Our users are recruiting firm owners and operators with strong opinions — you stay calm, listen well, and push back thoughtfully when needed
You're comfortable with ambiguity. We don't have a playbook yet. You'll be the one writing it
You're proactive about systems. If you find yourself answering the same question three times, you build a doc, a macro, or an automation
You're comfortable using AI tools (Claude, ChatGPT, etc.) in your day-to-day workflow. You'd rather automate something than do it manually
Frontline support: triaging tickets across Slack, email, and our help center
Bug triage: figuring out what's a real bug vs user error vs doc gap, and writing tickets engineers can actually act on
Customer education: building the help center, onboarding flows, and email sequences that reduce ticket volume
Customer relationships: being the trusted point of contact for our customers when things go wrong (and when they go right)
Process: defining how support, onboarding, and customer success work as we scale our customer base
You'll be the first person in this role and have real ownership over how it evolves. The path from here to Head of Customer Success is wide open
You'll work directly with the founders. No layers, no politics, no waiting on someone else's roadmap
You'll learn the executive search and recruiting space deeply, which is having a real moment right now with AI changing how firms operate
Remote-first, with flexibility on hours
We'll give you whatever tools you need to be productive (and you'll probably get to pick most of them)
Compensation: $70K–$110K base + meaningful equity, depending on experience.
Interested? Apply here or email Sanket directly at sanket(at) .ai with a short note on what excites you about this role and one example of a customer support process you built or improved.