Customer Success Manager

We’re looking for a Customer Success Manager to join our team! Learn more about our team, what we're building, and why or read on for more information on the role.


Who we are

We’re a seed-stage startup building tools for the next generation of creators, community builders, and emerging brands. Norby combines essential marketing and CRM tools like SMS, newsletters, landing pages, events, and cross-platform analytics, along with powerful, breakthrough features like the Omnichannel Inbox, which allows creators to easily send text messages and DMs across channels from one place.


Who you are

As our Customer Success Manager, you’ll be the main point of contact for our rapidly growing customer base and ensure customers are absolutely delighted with the entire Norby product experience. You’ll manage and guide users on their journey from onboarding onto our free tier through to paying customer and aim to turn every lead into a Norby evangelist. You’re here for successful customer outcomes. 


We’re looking for someone with a high degree of customer empathy and strong communication skills who can lead strategic customer conversations as well as drive onboarding, sales, and support processes. You’re detail-oriented and passionate about solving problems. You thrive in fast-paced environments that require you to juggle customers and projects and think on your feet. As an integral hire to the team, you’ll work closely with our founders and play an important role in building and optimizing the foundation of our success and support team.


Your responsibilities

  • Serve as the main point of contact for new customers meeting internal KPIs of response and resolution time 
  • Build system and processes around customer support working cross functionally with product, engineering and marketing 
  • Systematically address and track questions and feedback with weekly, bi-weekly and monthly reporting
  • Run day-to-day onboarding operations to meet internal KPIs
  • Manage onboarding and support resources like the Norby knowledge base
  • Identify insights around onboarding processes and present them to management along with suggested improvements
  • Engage customers through regular touchpoints to help them adopt Norby in their workflow
  • Develop programming, resources and tools that assist in product education to increase conversion and retention
  • Deeply understand our customers’ mindset and perception of ROI
  • Systematically document and track customer engagements and deliver feedback from customers to relevant internal teams
  • Track indicators of customer churn and subscription renewals as well as potential upsell opportunities


Your qualifications

  • At least 3-4 years of experience in a customer-facing success or support role
  • Passion for making customers successful and helping them exceed their business goals
  • Excitement about the creator economy, technology and an ability to speak knowledgeably about these spaces
  • Program or project management experience, ideally focused on onboarding or customer success
  • Clear written and verbal communication skills along with the ability to craft compelling presentations for different audiences
  • A deep empathy for customers and a desire to understand their concerns and help solve their problems
  • The utmost integrity in your customer interactions and collaboration with Norby team members
  • Experience with Hubspot Service and or Zendesk
  • Adaptability to try new ways of doing things with the ability to learn from failures and move on
  • A commitment to building and learning
  • Experience working for a high-growth stage startup (ideal but not required)
  • A hunger to win and a stellar attitude


Compensation

  • $80-$100K base salary and equity compensation
  • Healthcare with full medical, vision, and dental
  • Coworking membership
  • A laptop of your choice
  • Unlimited PTO
  • Flexible remote policy (based in NYC)
  • Charitable matching 
  • Norby gear :)