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Description Air is seeking a community-first Customer leader who can scale our go-to-market motion.
As the leader of the Customer team, you will own Air's customer success, support, onboarding, and community and will be responsible for scaling our engagement, retention, and expansion motions. You will sit on Air's leadership team and will directly inform and influence our product roadmap and positioning.
Responsibilities:
  • Define, build, and deploy our community strategy
  • Drive strong retention, engagement, and expansion with a particular focus on Net Revenue Retention
  • Iterate on and optimize our onboarding and support processes
  • Build, refine, and deploy robust customer playbooks

Why we are looking for a leader with a community-first mindset:
At Air, we believe in a community-driven customer experience. What does this mean? For us, it is a mentality. We believe that to build a customer base, you help people. To build a community, you help customers help each other. A year ago, fostering community meant personal care and attention to our most active accounts, regardless of size. Today, our challenge is to build processes and spaces that support our community members at scale.
A little about Air...
Air is a Creative Ops System for Marketers.
Air unlocks creativity. At Air, we believe marketers drive creativity. But every day, marketers waste countless hours organizing, finding, approving, and sharing content - this mindless work gets in the way of the creative process. Our product automates these tasks, giving creators back time to do what they do best: create.
We launched in March 2021 and have raised +$28M from world-class venture capital groups, including Tiger Global, Lerer Hippeau, WndrCo, and Slack Ventures. Requirements About You
You are an innovative and community-oriented customer leader. You have a deep understanding of the levers that drive product adoption and a proven ability to take concepts and ideas through execution. You are both a big-picture thinker and a detailed-oriented doer. You are an excellent communicator, with a knack for always finding the right tone. You are a committed problem-solver: you don't accept the status quo and are always looking for a creative solution.
Desired Experience
  • Experience in software required. Previous role at pre-$5M ARR SaaS business preferred
  • Mixture of different customer roles with the center of gravity around customer success or community
  • 8-10+ years of business experience
  • Demonstrated record of entrepreneurial achievement and/or leadership a plus
  • A positive attitude, a sense of humor, and a desire to build accessible products for all users
Benefits Culture: Our company culture was built around a tireless pursuit to be the best at what we do. We're entrepreneurial and focused: tackling problems head-on without ego. We communicate with empathy. We speak directly, listen thoughtfully, and ask questions.
Location: We previously worked out of a cozy warehouse in Brooklyn, but are currently distributed around the globe. This is a remote role.
Benefits: Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage. Employees also have life insurance, disability insurance, and membership to One Medical. We offer a generous work from home stipend, professional development reimbursement, and unlimited vacation days. Although we are still early stage, we are always seeking ways to invest in the wellness and continued education of our employees.
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • Adobe Creative SuiteDesign
    • NotionManagement
    • QaseManagement
    • DocuSignCRM
    • IntercomCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • MailChimpEmail
    • FlodeskEmail
    • ZoomInfoLead Gen

An Insider's view of Air

What’s the vibe like in the office?

We all work remote, but that said, the office ~vibes~ are strong. We assign DJs to kickoff internal meetings, schedule “Donut” hangs to meet new folks, and jump on video meetings with each other just to spend some quality time working together. While the vibes are yours to create, you have the flexibility to do so from any locatication!

Tyler

Senior Account Executive

What does your typical day look like?

A typical day on the product team at Air includes work from every stage of the product development process. I’ll often be writing a tech spec, reviewing designs, and quality testing for 3 separate features at the same time. We move quickly and work on multiple cross-functional teams and projects!

Caroline

Product Manager

What makes someone successful on your team?

Being successful here is quite simple. We already know you're talented so come in with a curious mindset, willingness to learn, and leave your ego behind. Hah, you say...that's too simple! Well, it's been almost a year of working here and those three things have never let me down. Be curious, listen, learn and you will find success at Air.

Stew

Lead Software Engineer

What unique initiatives do you have that encourage innovation?

Our team meets weekly to discuss insights submitted by team members, from the sales team to our PMs, and our customers. Using this feedback we are able to improve and innovate. Without our team thinking outside the box or our customer feedback, we wouldn't have built the product Air is today and we rely on them to continue to push us forward.

Shane

Co-founder & CEO

What are some social events your company does?

Outside of team lunches, happy hours, and retreats, all of which we enjoy at Air, we’ve leaned into group events like our iHUM (Intro to the Humanities), a series of structured yet relaxed discussions on topics we feel passionately about. We chat about things like sleep, cooking, meditation; really anything someone wants to bring to the table!

Product Manager

Brian

What are Air Perks + Benefits

Air Benefits Overview

Here's an overview of our benefits and perks.

Vacation
We take a "minimum days off" approach, meaning that we strongly encourage employees to take at least 15 days off each year. There is no maximum vacation recommendation, with the recognition that employees must monitor and manage their projects and other business matters responsibly at all times.

We offer about 20 fixed days off per year:
- ~5 days for winter vacation (depending on the US national holiday schedule)
- 3 days for US Thanksgiving (Wednesday - Friday)
- 10 days for the following long weekends (Friday and Monday):
- Martin Luther King Jr. Day
- Presidents' Day
- Memorial Day
- July 4th
- Labor Day
- 1 day for Juneteenth
- 1 day for US Election Day (for anyone volunteering)

Working Hours
As a team, we're currently spread across many time zones. Rather than set specific work hours, we'll leave it at this:
• Build a schedule that works best for you
• Be kind to your teammates
• Don't miss a meeting
In support of all those with families at Air, we try our best to conclude all company meetings and gatherings by 5pmET.

Insurance Policy
Air contributes 90% to medical, dental, and vision insurance and 75% to dependent coverage. Employees also have life insurance, disability insurance, and membership to One Medical.

Parental Leave
6 weeks paid leave for primary and secondary caregivers

Donation Matching
Air is committed to helping support charitable organizations and causes that are important to our team. We will match 50% of any employee's donation, up to $1000 from Air per employee per calendar year. In return, we ask that you post about your donation in our company Slack to help educate others on the cause you've chosen to support.

Work From Home Stipend
Air provides all necessary equipment to perform the work required of each employee's job. This includes the following standard items for every full-time employee: Laptop, Keyboard, Mouse, Monitor, Cables / dongles. For any additional equipment you might need each employee is entitled to $250 per calendar year.

Professional Development
We cover $500/year for all employee to cover the cost of online courses, conferences, and role specific resources that further your professional development.

Other
• 401k program (we hope to start matching soon)
• Membership to One Medical

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Pet Friendly
Professional Development Benefits
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend

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