Senior Customer Success Manager, Superhuman
$130-170k
+ Stock options
Speedy email experience
Job no longer available
Speedy email experience
101-200 employees
Job no longer available
$130-170k
+ Stock options
101-200 employees
Company mission
To provide the fastest email client in the world.
Role
Who you are
- Experience: You have 3-5+ years of experience in Enterprise Account Management and/or Enterprise Customer Success
- Asynchronous Communicator: You’re effective across various mediums (especially Slack, notion, and email) and can produce and consume detailed written materials as needed without sacrificing speed. You respond quickly and thoughtfully to unblock others and speed things up
- Relationship Builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of large organizations
- Strategic: You have experience gaining a deep understanding of customer’s business goals and building strategies to support those outcomes
- Trusted Advisor: Advocates for the customer and provides clear pathways to success that are simultaneously appropriate for the customer and the customer’s long term relationship with Superhuman
- Growth Mindset: You embrace challenges, welcome feedback, and see effort as the path to mastery. You believe that you and others can always learn and grow
- Start-to-Finish Ownership: Acts with 100% responsibility for their own outcomes as well as the outcomes of the company
- Cares deeply, challenges directly: Discusses and debates ideas openly. Focuses on the customer and business ‘so what’ and challenges stakeholders to take impactful action
- Location: We're open to you from a home office anywhere in the United States
What the job involves
- As a Senior Customer Success Manager, you'll work with the Customer Success team to build strategic relationships with our Enterprise customers, develop repeatable processes and best practices, and ensure Superhuman has excellent customer satisfaction, retention, and expansion
- Own the end-to-end Customer Journey:
- Manage a dedicated book of business consisting of Enterprise & strategic managed accounts including pilot conversion, onboarding, ongoing success, and renewal
- Onboard key contacts (leaders) from your new accounts by setting objectives that teach new customers the core product functionality. Level up existing customers with advanced product training
- Partner closely with Account Managers on prioritized accounts to ensure that customers achieve product activation and usage
- Identify and build relationships with product champions and users (especially power users) to drive product adoption
- Build Customer Success Best Practices:
- Define, develop, and deliver playbooks & offerings to encourage adoption and prevent churn
- Improve internal playbooks and workflows by providing best practices that help to improve product adoption
- Identify low utilization accounts and provide solutions to drive product activation and usage
- Maintain healthy customer delight rates, referral rates, and retention levels
- Advocate for the Customer
- Identify risks to customer retention and employ strategies to remove roadblocks and deliver success
- Interpret customer insights to drive product improvements and act as the voice of the customer to Superhuman's Product team
- Act as a trusted advisor to ensure that customers are fully leveraging Superhuman to achieve agreed upon objectives and priorities
- Maintain an understanding of the Superhuman product and the productivity industry to drive greater customer engagement on the most relevant features/functionality for their specific business needs
Our take
We spend a staggering upwards of 3 hours a day buried in our emails. The majority of us are used to legacy giants like Gmail or even Hotmail. Superhuman recognizes that our email UX could just be a lot more beautiful and efficient, and have integrated smart features like “unsend” so we never have to suffer the embarrassment of another typo.
Although standing out in a market of free services (they charge a $30 per month fee), Superhuman commanded a waiting list of over 250,000 during its beta testing phase.
With more than $100 million in overall funding from firms like Andreessen Horowitz and First Round Capital, Superhuman is setting trends in emerging enterprise software with both its design and go-to-market strategy. They’ve managed to steal an audience from the big players by giving users something beautiful and more streamlined to work with. Its 2024-released feature is a testament to this, which generates instant reply suggestions for emails that are smart, context-aware and efficient.
Steph
Company Specialist at Welcome to the Jungle
Insights
37% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2021
$75m
SERIES C
May 2019
$38.1m
SERIES B
Total funding: $113.1m
Company benefits
- Friday wins: a weekly event where entire teams gather to share what they have accomplished during that week
- Super buddies: in your first week you are paired with an experienced team member outside your team to help you settle and show you the ropes
- Lunch roulette: Every Wednesday, teams are split into random groups of two or three to grab lunch outside the office
- 401k
- Flexible parental leave
- $3000 per year towards your professional development
- Allyship education program to help build your best self
- Custom MacBook Pro
- $3000 budget for workstation setup
- All your lunches catered or expensed
- Flexible spending accounts for commuter costs, dependent care, and healthcare expenses
- Work from home opportunities
- Health insurance
Company HQ
The East Cut, San Francisco, CA
Leadership
Rahul Vohra
(CEO & Co-Founder)Before founding Superhuman, Rahul was a Technical Advisor for BOLDstart Ventures, which provides seed and first-round funding to early-stage internet companies. Rahul has also been an investor in Partender, sendwithus, EasyPost, Placer and YesGraph.
Conrad Irwin
(CTO & Co-Founder)After founding Rapportive, which added context and transparency to emails, Conrad worked as a Senior Software Engineer for Linkedin. Before co-founding Superhuman, they were the VP of Engineering for Bugsnag, an automatic crash detector for web and mobile apps.
Share this job