Customer Success Manager, Superhuman
$125-155k
OTE
+ Stock options
More information about location
Speedy email experience
Open for applications
Speedy email experience
101-200 employees
Open for applications
$125-155k
OTE
+ Stock options
More information about location
101-200 employees
Company mission
To provide the fastest email client in the world.
Role
Who you are
- Experience:You likely have 5+ years of experience managing mid-market or enterprise customers in Customer Success or Account Management, with a track record of driving renewals, expansions, and strategic value
- Strategic Account Management: You own a book of mid-market and enterprise customers, develop account plans, and drive product adoption and customer outcomes. You anticipate customer needs and proactively deliver strategic guidance to improve retention and growth
- Relationship Building & Stakeholder Engagement: You build deep, multi-threaded relationships across customer organizations, earning trust as a strategic partner. You’re attuned to stakeholder priorities, keep key players engaged, and tailor communication to each audience
- Commercial Confidence: You lead renewal and expansion conversations with clarity and confidence. You can speak to the product’s value in measurable terms, navigate pricing discussions, and advocate for win-win commercial outcomes
- Renewal/Expansion Ownership: You proactively manage the entire lifecycle of renewals and expansions. You surface risks early, collaborate internally to address challenges, and seize opportunities to expand usage and grow contract value
- Proactive Risk Management: You monitor account health signals and customer engagement, intervening before issues escalate. You’re comfortable delivering difficult feedback, collaborating cross-functionally to resolve friction, and keeping leadership informed of risks
- Value-Based Communication: You frame every conversation around customer value. Whether delivering a success plan, leading a value review, or discussing ROI, you communicate in a way that reinforces outcomes and impact — not just product features
- AI Enthusiast: You believe AI will revolutionize how we work as well as the experiences that we create for our customers. Driven by passion and curiosity, you leverage AI to dramatically increase your own productivity and the impact of your team
- Self-Starter Mindset: You're energized by building, unblocking, and creating clarity in evolving environments, and you lead by example when it comes to setting high standard
- 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
- 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
What the job involves
- As a Customer Success Manager, you will serve as a strategic partner to mid-market and enterprise customers, driving adoption, value, renewals, and expansion through deep customer engagement and consultative success planning
- You’ll own the end-to-end customer journey and play a critical role in revenue retention and growth
- Own a book of mid-market and enterprise accounts and lead all post-sale engagement
- Drive customer adoption, usage health, and long-term product value
- Lead renewal and expansion conversations, proactively managing commercial outcomes
- Conduct strategic value reviews and success planning sessions with multi-threaded stakeholders
- Act as a trusted advisor and Superhuman product expert to your customers
- Collaborate cross-functionally with Sales, Product, Delight, and RevOps to resolve issues and surface opportunities
- Monitor account health signals and customer sentiment to manage risk early
- Advocate for the customer internally by sharing insights that influence roadmap and service improvements
- Champion process maturity by developing and evolving team playbooks — identifying opportunities to raise the bar and make our customer impact more efficient and impactful
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
$38.8m
SERIES B
Total funding: $113.8m
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.
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