About the Role
We’re looking for our first Customer Success Lead to help our users get the most out of the world’s first superhuman Excel agent: Shortcut.
In just a few months Shortcut has grown to thousands of paying users, from individual analysts to large enterprise teams, all using AI to transform how they work in spreadsheets.
You’ll work directly with customers to understand their goals, workflows, and pain points — then translate those insights into actions for our product and engineering teams. You’ll be the voice of the customer inside Shortcut: identifying patterns, driving adoption, and helping us iterate at startup speed.
This is a hands-on, high-impact role for someone who thrives at the intersection of customer empathy, analytics, and product feedback loops.
What you'll do
Build relationships with Shortcut’s top users and enterprise teams to ensure successful onboarding, adoption, and expansion
Conduct deep-dive sessions to understand customer use cases and share best practices for maximizing value
Translate customer feedback into clear, prioritized insights for the product and engineering teams
Develop and refine onboarding materials, guides, and training resources to scale success
Monitor key usage metrics to identify power users, churn risks, and opportunities for new features
Partner with product and growth to test new workflows, gather feedback, and validate feature hypotheses
Champion the customer internally, ensuring every Shortcut update moves the needle for real users
Qualifications
3+ years of experience in customer success, product operations, or solutions-oriented roles (startup or SaaS experience preferred)
Deep empathy for users; you love understanding how people use tools to get work done
Strong analytical instincts: comfortable interpreting dashboards, user data, and engagement trends
Excellent communicator, ability to distill customer feedback into clear product insights
High ownership and bias for action: you don’t wait for direction, you create momentum
Bonus
Hands-on experience with analytical tools like PostHog
Background in financial services, investment banking, FP&A, or other analytically intensive domains is highly valued
What makes us interesting
Small, elite team of ex-founders, researchers from top AI Labs, top CS grads, and engineers from top companies
True ownership You will not be blocked by bureaucracy, shipping meaningful work within weeks rather than months
Serious momentum We're well-funded by top investors, moving fast, and focused on execution
What we do
Ship consumer products powered by cutting-edge AI research, and
Build infrastructure that facilitates research and product, and
Innovate cutting-edge research that will open up new consumer product forms
The Details
Full-time, onsite role in Menlo Park
Startup hours apply
Generous salary, with additional benefits to be discussed during the hiring process
Top Skills
What We Do
Fundamental Research Labs is building digital humans—machines with the capacity to learn, care, and grow alongside us.
We're an applied research company building autonomous, collaborative, and socially intelligent agents. Our small team includes computational neuroscientists, AI researchers, engineers, and builders from MIT EECS, Stanford NLP Group, Google X, Citadel, and beyond.
Our research prototypes began with multi-agent experiments in games like Minecraft and Roblox, where over a million people have interacted with our agents. Today, we're bringing those agents out of the sandbox and into the real world—starting with your computer.
