Founding Customer Success Manager (Remote/Hybrid, NYC)

Job Description

Job Description

About Us

Default is the ultimate workflow platform for modern go-to-market teams. Combining beautiful, performant lead capture forms with lightning-fast meeting scheduling, data enrichment, workflow automation, powerful integrations, and more.

Default’s all-in-one solution is designed to help companies make the most of every interested customer, saving countless hours and thousands of dollars of lost revenue for go-to-market teams.

Our mission is to help the next generation of internet-first companies go from zero to IPO faster.

Founded in 2021, Default powers the go-to-market workflows for companies of all sizes, from seed-stage startups to growth-stage enterprises.

Default's investors include Craft Ventures, 8VC, Jack Altman (CEO of Lattice), BoxGroup, and Menlo Ventures, as well as dozens of angel investors who were founders or executives of leading companies like Notion, Airtable, Ramp, Figma, and many more.

About The Role

Default is a compound startup. If you’re not familiar with this terminology, compound startups are big, ambitious bets on opportunities that span multiple point-solutions and business processes.

In our case, we’re building around the customer lifecycle, starting by building a suite of tightly integrated products around the inbound sales funnel : forms, workflows, process automation, meeting scheduling, and email sequencing.

We are looking for a skilled Founding Customer Success Manager, ideally based in the New York Metro Area. This is a very, very important role for us our revenue is growing faster than we can onboard customers, and it’s causing growing pains.

At the same time, we’re launching new products and solutions for existing customers and don’t have anyone in place to own or drive the expansion of our footprint within accounts.

As the Founding CSM at Default, you will be on the front line of all GTM action. This role is non-trivial; our product serves as the connective tissue between Revenue Operations, Sales, & Marketing teams.

Success in this role will require tenacity, intellect, hard work, agency, and excellent (top 0.1% communication skills).

You will own everything from implementation, to success, to renewals and expansion. Your first priority will be ensuring that paid customers are able to implement Default’s workflow platform to its fullest extent.

This will include collecting mission-critical criteria and go-live objectives, communicating with stakeholders and customers during the implementation cycle, addressing technical challenges and questions that arise, and providing elegant solutions.

What You’ll Do

• Build a bulletproof process for handling customers who are handed off from sales and helping them implement Default’s solution to its fullest extent.
• Collect mission-critical criteria for implementations, understanding sales team structure and tech stacks our customers use.
• Understand and become an expert in Default’s product offerings and map customer use cases to our relevant solutions.
• Understand the business objectives of your customers and map them to the value our products enable.
• Quickly identify customer needs and provide solutions during the implementation cycle.
• Provide hands-on support during implementation phases to ensure customer success.
• Address technical questions that arise during the implementation cycle. Our engineering team will be here to support you with this!
• Collaborate with our product and GTM teams, providing detailed feedback on how we can make our customers’ lives (and by extension, your life) easier!
• Maintain excellent verbal and written communication internally and externally.

Reasons to Apply

• Strong product-market fit and growth with our core ICP.
• 3+ years of runway and backing from incredible investors like Craft Ventures, Jack Altman, 8VC, etc.
• You don’t shy away from a challenge and you work really hard to make customers happy.
• You like working with smart, driven, and intense teammates.

Requirements

Qualifications

• Prior experience in a solutions engineering, customer support, or customer success role.
• Prior experience using tools like Salesforce, Google Sheets, Slack, etc.
• Ability to work collaboratively with small, cross-functional teams.
• Organizational skills and Type A-grade attention to detail.
• Demonstrated ability to meet or exceed targets and quotas.
• Passion for software technology and a customer-first mindset.
• Prior experience running or administering proof-of-concepts with customers.
• Prior experience managing renewals and / or expansions.

Bonus Skills & Attributes

• Basic understanding of the solutions that comprise our initial market is a plus (Chili Piper, LeanData, RingLead, Salesforce Flows, etc).
• Prior experience in revenue operations is a huge plus.
• You’re adamant about playing a key role in an early-stage startup.
• Based in NYC (bonus).

Benefits

• Competitive compensation
• Healthcare -75% medical, dental, vision, and life insurance coverage
• Flexible work environment and time-off policy
• Wellness stipend
• Transparent culture
• Learning and development opportunities
• Company events

The standard OTE range for this position is $120,000-$150,000 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience.

Salary is just one component of Default’s total compensation package for employees. Your total rewards package will include equity and top-notch benefits.

We are a diverse group, and we want to continue to attract and retain a diverse range of people into our organization. We're committed to an inclusive and diverse company.

We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.