Founding Customer Success Manager

• This is a founding role. We’ve built the early foundation - the processes, the playbooks, the first customers - and now we need someone to own it and take it further
• You’ll inherit real accounts, high-growth startups already running on Lightfield, and take them from signed to running their business on us, and getting more from it every month
• You’ll do the account work directly at first, and the scope grows quickly, into larger customers and more responsibility as you build. For the right person, it’s a seat you build a function or a career on
• You’ll report to the Head of Customer Success and work daily with sales, product, and engineering
• You own our most important customers from the moment they sign, and you own the value they get and how much they grow:
• Migrate them onto Lightfield and get their business running on it quickly
• Build their workflows and automations in the product, so Lightfield does the work they used to do by hand
• Drive adoption across the whole team, until Lightfield is where their daily work happens
• Spot where they can get more from the platform, make the case, and grow the account as they do
• You’re in the product with your customers throughout, building alongside engineers who stay close to the people they build for

Benefits

• Meaningful early equity
• Health insurance (medical, dental, vision)
• 3 weeks of PTO
• 11 paid company holidays + we enjoy a winter holiday break
• 3 months of paid family leave
• Regular team dinners, events, offsites, and retreats
• Wednesdays work from home
• 401k plan
• Other perks include: commuter and lunch stipend

Preferred experience

• You’ve owned accounts from onboarding through expansion, and can name the ones you grew, by how much, and what you did to get there
• You’re the first dedicated customer success hire on the team. You’ll build on the foundation we have and shape how the function grows
• You build in the products you run. You’ve shipped the automations, workflows, and integrations that made a customer successful, with your own hands
• You engage founders and VPs as a peer on their whole business - their pipeline, their process, their goals
• You teach so well that customers outgrow needing you
• 4+ years in customer success, account management, or solutions consulting at a technical B2B product, carrying your own book and a number
• You’ve taken a stalled or underused account and turned it around, and can take us through exactly how
• Bonus: you’ve worked inside consumption or usage-based pricing, and you know how usage, value, and expansion feed each other