Customer Success Manager

Who we are:

Clerk Chat's mission is to make every business conversational. We are achieving this by building the leading messaging application, integrating AI where it matters, and crafting our own telecom infrastructure. It's big and bold and needs spirited adventurers to join our growing team.

We've built Clerk Chat organically into a profitable business over the last 2 years. We're a team that believes in achieving your highest potential but not at the expense of work-life balance. That's why we have flexible vacation time, healthy quarterly bonuses, and creative freedom at the forefront. We're Silicon Valley-based entrepreneurs who have sold companies, gone through HF0, and built teams at Lucasfilms, Samsung, Netflix, DocuSign, and Series B+ Startups.

What does a work environment look like at Clerk Chat?

Clerk Chat is an in-office team based just three blocks south of the Embarcadero BART station, making it easy to commute and stay connected. We love being in the office five days a week because it fosters real-time collaboration, builds stronger relationships, and helps us move faster.
This is an exciting time to join Clerk Chat. We’re small enough that every individual has a big impact, but we’re growing fast enough that there’s tremendous room for career advancement. 

Who you are: 

As our first Customer Success Manager, you are a proactive and results-driven professional with a passion for delivering exceptional customer experiences. You thrive at the intersection of customer engagement, data analysis, and operational excellence.Your goal is not only to ensure customer satisfaction but also to actively contribute to revenue growth through expansion opportunities and process improvements.

What you will do: 

• Lead enterprise customers through onboarding, ensuring a seamless implementation process and setting them up for long-term success.
• Build trusted partnerships with customer stakeholders, including IT, data teams, and business leaders.
• Design and implement a scalable onboarding playbook to improve the customer experience and ensure seamless collaboration with the sales team.
• Track and analyze churn data to identify key drivers, establish a baseline churn rate, and execute strategies to reduce churn.
• Drive product engagement by improving time-to-key milestones
• Collaborate cross-functionally with sales and product teams to expand customer revenue, improve adoption, and identify growth opportunities.

What you will need:

• 5+ years of experience in a fast-paced start-up environment
• Proven experience in customer success, account management, or a related customer-facing role, preferably in SaaS.
• Excellent communication skills with the ability to explain complex technical concepts to non-technical audiences.
• Strong analytical skills and comfort working with data to identify trends and inform strategies.
• A proactive, problem-solving mindset and a focus on driving results.
• Experience with customer success tools, CRM systems, and an understanding of data silos or data warehousing concepts.
• Ability to collaborate cross-functionally with sales, product, and operations teams to improve the customer experience.

Nice to have:

• Experience with telecom, communication, or messaging platforms.
• Exposure to early-stage startups or high-growth companies, with a passion for driving results in these environments.

Clerk Chat provides several benefits to help you bring your best self to work:

• Competitive compensation and equity packages
• Health, dental, and vision insurance
• Flexible vacation time (Unlimited PTO)
• 401k with 4% match

We encourage all qualified candidates to apply! Our recruiting team will carefully review each resume, and we look forward to considering you for this opportunity.