Founding Customer Success Manager (CSM)

Atomic is the venture studio that co-founds companies by pairing founders with the best ideas, teams, and resources, and funding those with the most potential. When entrepreneurs co-found with Atomic, they team up with an experienced group of operators who have started dozens of companies and created billions of dollars in enterprise value. Industry disruptors like Bungalow, Found, Hims and Hers, Homebound, OpenStore, and Replicant all started at Atomic along with dozens more. Atomic was founded in 2012 by serial entrepreneur Jack Abraham and has offices in NYC, Miami, and San Francisco with a distributed team across North America.

Company Overview:

We are building a company that supercharges recruiting workflows and will become a staple in every talent acquisition organization and search firm. Our beta product has been adopted by hundreds of recruiters with promising signals on a PLG sales motion and favorable retention metrics after only a few months in the market. 

As the Founding Customer Success Manager, you will play a critical role in ensuring our customers' success and satisfaction throughout their journey. It’s an opportunity to join a startup on the ground floor and evangelize a product that recruiters love. As the first CSM, you’ll define the playbook for our customer success function, and as the “voice of the customer”, your feedback will be instrumental in our product roadmap. 

This role is hybrid and based in NYC.

Your role

• Monitor and track customer product adoption in order to identify customers that require additional engagement 
• Work to expand single-user companies to enterprise accounts by developing champions and encouraging intra-company sharing
• Engage 1:1 with customers as needed at critical points in the customer journey to ensure adoption Host and facilitate 1:1 and 1:many training sessions and workshops to ensure customers have a comprehensive understanding of our product
• Communicate the value delivered by our product, showcasing measurable benefits and return on investment.
• Share industry best practices and success tips with customers to optimize their experience and outcomes.
• Collaborate with the product and technical teams to resolve issues, share feedback, and ensure customers receive timely and effective support.
• Act as a trusted advisor by providing strategic guidance on leveraging our product for maximum impact.
• Build scalable processes and playbooks for customer success that can be used as the team grows.
• Be the voice of the customer internally, ensuring their feedback is shared across departments to inform product development and improvements.

Who you are

• Proven experience in a customer success or account management role, ideally with a PLG / self-serve B2B product. 
• Prior recruiters should apply! Recruiting experience is a huge plus. 
• Excellent communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels.
• Highly organized, with a focus on project management and the ability to prioritize and manage multiple customer engagements simultaneously.
• A proactive, problem-solving mindset with a passion for driving customer success and business outcomes.
• Strong technical acumen and the ability to translate complex technical information into business value for customers.
• You thrive in a startup environment, taking ownership and driving initiatives with minimal supervision.