Job Title: Founding Customer Success Manager
Location: NYC
In Office: 3 days per week, midtown
About Pikl: Stealth Mode, AI start-up
Stage: Seed Stage
Investors: Well capitalized from institutional VCs, based in NYC & SF.
Team Size: 7. Team is based in NYC and Argentina.
About the Role:
As our Founding Customer Success Manager, you'll wear many hats and play a critical role in defining how we serve and grow with our customers. You'll lead customer onboarding, provide hands-on support, gather and relay feedback to our product team, and help shape the future of our customer experience from the ground up.
We are a team of 7, currently in stealth mode. Our founder is a second time founder, who previously scaled a large venture backed hiring business.
We are a seed stage business with tier one institutional VCs, in NYC, backing us.
What You'll Do:
- Own the entire post-sales journey: onboarding, training, support, expansion, and renewals
- Build deep relationships with our customers, becoming a trusted advisor and internal advocate
- Act as the voice of the customer: gather feedback, spot patterns, and work with product/engineering to improve our platform
- Spend time deeply understanding our customers processes, and the best way to automate the way they
- Lead proactive outreach around new features, best practices, and product education
- Jump in to solve problems - whether that's on Zoom, email, or even visiting customers on-site
- Create and document playbooks, help center articles, and processes as we scale
- Help define and build the customer success function from scratch
- Manage the support inbox
What We're Looking For:
- 3-6+ years in Customer Success, Account Management, or Support - in an early-stage SaaS or tech startup
- Self motivation - someone who will run through brick walls on their own to achieve goals
- We are looking for examples of things you've actually done and accomplished yourself, not just things you've been a part of
- Someone curious who is regularly learning
- A true generalist with a bias for action - you're just as comfortable on a call with a customer as you are writing up feedback for the product team
- Strong communicator and relationship builder
- Scrappy, resourceful, and energized by the ambiguity of an early-stage startup
- Willing to travel to visit customers and lead discovery when needed
- Passionate about building from the ground up and delivering amazing customer experiences
- Dive in, now not how must be your mindset
Bonus Points If You:
- Have worked with AI, HR tech, or staffing platforms
- Have experience using tools like Linear, Hubspot
- Enjoy mapping out customer journeys and building scalable systems
Why Join Us:
- Shape the future of customer success at a fast-growing startup
- Work closely with founders and directly impact product roadmap and customer outcomes
- Competitive salary, equity, and benefits
- Ground-floor opportunity with lots of room to grow