Customer Success Manager, Trust Lab

• +2 years experience in customer success at a tech startup, preferably working with business or government customers
• Interest in growing a career in online safety / Trust & Safety
• Motivated and organized self-starter who enjoys diving into new challenges and learning new things
• Strong command of Google Slides/Powerpoint and Google Sheets/Excel
• High comfort level with basic data manipulation and analysis, report creation and communicating data with non-technical audiences
• Fluent command of English and strong, professional communication skills (both written and verbal)

Desirable

• Reporting into the Director of Customer Success at TrustLab
• Collaborate proactively with product, engineering and sales to continually innovate on the customer experience and improve the value customers receive from TrustLab products as an expert in our offerings
• Co-lead the development and implementation of scalable customer success metrics to continuously monitor and improve customer happiness and engagement
• Drive the implementation of customer support and success tooling to ensure high levels of customer satisfaction as TrustLab scales
• Develop and publish multimedia onboarding and knowledge center materials to help customers understand how to unlock the full potential of TrustLab products
• Interface regularly with customers to help foster strong relationships and promptly address questions and concerns
• Collaborate closely with product and engineering to ensure bugs and improvement requests are swiftly triaged, prioritized and acted on as an important voice in the product development process
• Partner with the Director of Customer Success to amplify the voice of the customer within TrustLab and implement innovative ideas to increase customer-centricity across the organization
• Remote-first, with the ability to work anywhere, with occasional meetups in London, Berlin