About The Role

Customer Success and Ops

San Francisco/New York $100K-130K, 0.1% equity, commission on renewals

You have worked in a customer-facing role (in sales, CS, or as a founder) previously and are obsessed with making customers happy. You will be the go-to advisor to our champions on how to succeed at their job. Your North Star is getting our customers promoted.

About Us

Letterdropis aYC-backed seed stage startup. We help B2B companies build organic inbound pipeline with content. It’s getting harder to sell. Cold emails and LinkedIn DMs clog inboxes everywhere. Businesses need to educate customers and build trust to build sustainable pipeline. The very best companies know this. It’s a LOT of work and tooling that needs to come together to run a successful content operation across ideation, project management, creation, distribution, attribution, account-building, and analytics. We automate and streamline it all so that marketers can go back to focusing on their customers instead of worrying about tactics and mundane tasks. Our end goal is to automate organic growth end to end. Companies run their business us usual and Letterdrop figures out how to educate your customers across channels.

You’ll be working closely withme, the CEO,Zach, our Head of Sales, and our customers. We’ve closed our first 40 customers like fast growing companies like Ramp, Gorgias, Synthesia, Census, and Scribe. I, the founder, have been owning Customer Success so far, and will continue to be deeply involved in the role. I’m looking for someone to make me comfortable stepping away.

About You

Jason Lemkin would think you’re good (read this post).
You are proactive, not just reactive. Your spidey senses (+ dashboards) tell you when something is off. You look at a company and think about all the ways in which they could be better.
You are willing to get smart on marketing fast. You can lean on me as a resource but will self-learn as much as you can. You can’t help our customers unless you’re smarter at marketing than them.
You’ve got hustle. This is not your mama’s CS role. This is the VERY FIRST CS role at a seed-stage startup. There might be bad days… angry customers, outages, churn. But you’re ready to roll up your sleeves, and figure out how to make sure every customer crushes it as long as they want to be helped.
You have done this before either in a CS capacity, or were in sales, or a founder.

Who is this for?

You want to cut your teeth as the first CS hire.
You’re not one for defined roles. You will do anything and everything to make our customers happy, even if it means rolling up your sleeves and helping do their jobs as an embedded marketer on their team..

Who is this not a fit for?

You can’t work hard right now. If you have other priorities outside of work, being the first CS hire at a startup is probably not the right move.
You need a traditional environment and structure. We have happy customers and some great logos, but we’re still figuring out our Revenue org. I don’t have all the answers. You’re excited to figure it out with me.
You’re not excited about helping marketers. You won’t be able to succeed at this role unless you love our customers and want to truly help them in whatever way possible.

What will you do?

Your key metrics will be NPS and NDR, ie. i) are customers happy enough working with us to refer us and ii) will customers continue to work with us (and spending on our solution)

Proactively bringing up renewal conversations and doing everything under the sun to make sure customers renew. You will earn a commission on renewals and upsells.

Understand our customer deeply - their problems, goals, and org structure.

Become a product expert - our customers are going to come to you with questions, bugs, and feature requests

Be a consultant to our customers. You will understand a company’s goals and help our customers lay out a plan to achieve them, and show them how Letterdrop can help them go from point A (bad situation today) to point B (the promised land).

Network your way through an organization. Letterdrop can benefit a lot of people at a company — content marketers, SEOs, product marketers, demandgen, VP of Marketing, sales teams, and writers. We don’t necessarily meet all of them during the sales process. You will either cold or warm introduce yourself to everyone relevant and become their ally to get them activated.

Lightning fast responses to bugs, complaints, and product questions. As a founder, my SLA is <1 hour despite 5+ hrs of meetings everyday.

Debugging problems and unblocking customers using internal tools. Rolling up your sleeves and getting the job to be done that our customers need completed one way or the other if required.

You’ll identify product gaps and opportunities where customers want to do something, but we can’t help them today. This will inform our product roadmap.

Share customer success stories - identify happy customers and get them to refer us to their friends and also turn them into case studies at the right moment.

Requirements

Located in San Francisco Bay Area or New York. You need to be in a dense location where you can meet customers if needed — a lot of marketing teams are in one of these two places.
2 yrs of experience in a customer-facing role in CS, sales, or as a founder
Bachelor’s degree