Founding Customer Success - AI Frontdesk
Founding Customer Success - AI Frontdesk
Founding Customer Success - AI Frontdesk
Pear
The Founding Customer Success Manager at AI Frontdesk will be responsible for managing over 100 high-value accounts while establishing the foundation for the global Customer Success organization. This role combines hands-on technical ownership with team leadership, reporting directly to the CEO and influencing product strategy. The company focuses on providing AI solutions for small businesses, having experienced significant growth and success in the market.
Qualification
- 2-5 years of experience in customer success or account management.
- Technical fluency with HubSpot and Salesforce, and ability to build Zapier automations.
- Proven track record of hitting expansion quotas and identifying upsell opportunities.
- Ability to lead a team without formal authority while managing a personal book of business.
- Proactive problem-solving skills with a focus on documentation and escalation.
Responsibility
- Retain & expand 100+ mid-market/strategic accounts, driving high retention and identifying expansion opportunities.
- Configure complex no-code technical setups including Zapier automations and CRM integrations.
- Monitor and optimize call logs, chat transcripts, and usage metrics to preemptively address issues.
- Lead global team performance through coaching sessions and building scalable playbooks.
- Shape product direction by synthesizing customer insights and reporting on strategic opportunities.
- Build the Customer Success playbook from the ground up, documenting processes and establishing KPIs.
