СШАSenior Manager, Customer Engagement
1 нед. назад
120k–170k USD / годСШАSeniorOnsite
Senior Manager role focused on driving repeatable growth through customer engagement in an AI-native ingredients company for pets and people.
О компании
- is the world’s first AI-native ingredients company. We create Superculture® ingredients from natural microbes to improve the health of pets and people. Brands use our ingredients because they deliver industry-leading efficacy and health benefits that consumers notice in just days.
- AI powers how we develop, clinically validate, and manufacture our ingredients, enabling us to bring them to market faster and at lower cost. Developing a new ingredient has traditionally taken more than five years and tens of millions of dollars. Our small team is launching one clinically validated ingredient a year, at a small fraction of that cost.
- has clear product-market fit, with accelerating customer demand:
- After just a year in market, our ingredients are already in dozens of products from household pet brands. And 95% of our first-time customers are launching additional products with us.
- Each ingredient improves our discovery platform, clinical engine, and manufacturing expertise, so we can develop the next one faster and at lower cost.
- We’ve raised nearly $40M from leading investors to bring our ingredients to more brands and markets around the world.
- Our number one priority is turning proven ingredient performance and early commercial traction into repeatable growth across customers and markets. We’re looking for highly resourceful, high-throughput individuals who solve problems from first principles, make sound decisions, communicate clearly, and move quickly.
- More than $300B is spent every year on pet and human health products. Our ambition is to make clinical efficacy the standard across that entire market.
- All full-time roles are in person at our Brooklyn Navy Yard headquarters and lab.
Обязанности
- We’re looking for a Senior Manager, Customer Engagement to build and lead the function that turns a first order into a lasting customer relationship. You’ll make working with easy and reliable, and turn what you learn from customers into improvements in how customers use our ingredients and work with us on an ongoing basis.
- You’ll start hands-on with customer orders and fulfillment: learning the process, improving it from the customer’s perspective, and scoping reliable automations to scale our capacity and minimize manual work. As you support the build-out of reliable AI-assisted systems, you’ll create more time for proactive customer engagement and improvements driven by recurring needs. Customer follow-through remains central to the role as it grows; automation helps you support more customers without losing the personal attention and judgment they need.
- You’ll work directly with our VP of Commercialization and partner with our GTM, supply chain, science, and regulatory teams. You’ll have the opportunity to build and lead ’s customer engagement function, with room to develop the systems and team as our customer base grows across ingredients and markets in the coming years.
Требования
- A record of owning customer or client outcomes and coordinating complex work across teams, with roughly 3-5 years of relevant experience in customer or client management, business operations, consulting, or a similarly demanding environment.
- Strong relationship-building skills and customer judgment. You listen carefully, communicate clearly, set realistic expectations, and handle difficult conversations calmly.
- Excellent organization and judgment: prioritize competing customer needs, anticipate problems, coordinate across teams without formal authority, and close the loop without prompting.
- The curiosity to learn technical products and manufacturing systems quickly, and the judgment to recognize when a decision needs a specialist’s input.
- Comfort with customer relationship management (CRM) and reporting tools, and a willingness to build AI-assisted workflows. You can assess whether automation is reliable and where human judgment is needed.
- Equal willingness to build a better system and personally follow through on the customer questions and operational details that need your attention.
- Experience in a business with technical or physical products is a plus.
Другое
- Build trusted relationships with customers through regular check-ins tailored to their needs. The customer engagement function will own post-launch requests and support, while the GTM function will lead ingredient sales and expansion.
- Anticipate operational issues and lead customer-facing resolution: bring the right colleagues together, agree on next steps, and keep customers informed until the issue is resolved.
- Share demand changes and customer requirements with Supply Chain, and give customers and the commercial team clear updates on lead times and fulfillment risks, including quality issues. Coordinate a response when customer needs and delivery capacity do not align.
- Own and improve customer onboarding, documentation, order intake, tracking, and order communications through fulfillment. Improve the experience as you learn where customers and colleagues encounter friction and partner with Supply Chain on execution.
- Scope and support the build-out of AI-assisted workflows: define rules and exceptions, test outputs, monitor failures, and set clear points for human review. Use what you learn to reduce manual work and improve reliability.
- Create reliable systems to track customer volume commitments, agreed pricing tiers, forecasts, risks, and next actions.
- Build a shared view of customer requests for our existing ingredients, including evidence, documentation, formats, specifications, and service needs. Keep the customer-facing owner, functional owner, next step, and status visible for the whole team.
- Recommend priorities based on customer need, commercial importance, dependencies, and effort. Agree on owners and timelines with the relevant teams, lead regular reviews, and see improvements through to completion.
- Track evidence requests through our validation process and keep customers informed of decisions and timing.
- We operate in a high-trust, high-autonomy environment and uphold three core values:
- Solve from first principles. Question assumptions, understand the details, and use evidence to find a better approach.
- Collaborate with kindness. Combine high standards with respect, low ego, constructive feedback, and care for your teammates.
- Be resourceful and resilient. We figure out how to make things work, and how to accomplish our goals regardless of what stands in the way. We're keen to confront challenges together through proactive planning and scrappy methods. When things go wrong, we learn quickly from our missteps, adapt our approach, and push forward.
- We provide competitive compensation with generous equity. Everyone who joins will be a major contributor to our success, which we reflect in our approach to ownership and compensation. The cash salary range for this role is $120-170K, with the final starting salary and level being determined by qualifications, experience, skillset, and balancing internal equity. Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of a total compensation package that also includes benefits (more below) and equity (to be discussed more during the interview process). Our sales model is deliberately team-based, as deals are won by sellers, scientists, and co-founders working together, so we don't pay individual commission. Instead, everyone shares in the upside they help create through annual performance-based salary increases and equity re-ups that compound as the company grows.
- We also provide a rich benefits package to support our team:
- Fully covered, best-in-class medical, vision, and dental insurance
- Free memberships to One Medical, Teladoc, and Talkspace
- Flexible PTO, in addition to 13 paid company holidays (including a weeklong winter closure from Christmas Eve through New Year's Day)
- 12 weeks of fully paid parental leave, with the option to extend up to 24 weeks total
- 401(k) plan, FSA option, and commuter benefit of your choice
- Fully stocked kitchen with fruits, snacks, coffee, and tea, plus weekly team lunches