Founding Customer Success Manager

Hi!

Nice to meet you! I'm Alan, one of the cofounders at Warmly.

We're looking for someone exceptional to join our growing Customer Success team. Come rock and roll with us!

About Warmly

Warmly is an YC, NFX, and Felicis backed Series A company changing the way B2B companies leverage high intent and chat when it comes to their inbound and outbound sales motion. There is no red tape here. We expect everyone to come in and break things in hopes to make them better and ready for scale. New ideas that are data-backed and gut-driven are what make us thrive here.

Here’s a quick video about why you should work at Warmly.

And here are some videos about why you might not want to work at Warmly 🤣:

What do you think? Would you work at Warmly?

If we went back in time, which department would get to live in the Teotihuacán temples 🛕

About The Role

This is not your average customer success manager (CSM) role. You will be a founding CSM. We're expected to 7x our revenue growth in a year to raise our Series B. You and the team will grow very quickly. The bar is high. But so is the ceiling. We expect that you have the capacity and desire to take over customer success one day at Warmly.

This is an extremely strategic role. We have customer support ops folks who will execute your vision. Your one focus is on how to make massive impact to what I believe is the core part of the business, maximizing customer value.

To get 10x customer outcomes we are looking for someone who is a 10x-er.

You don't have to have a background in customer success, but you should have a history of achieving 10x business outcomes in your most recent roles. Be able to talk about this during the interviews.

As a Founding Customer Success Manager, you’ll be working full-cycle with 50+ Warmly customers to drive onboarding, implementation, adoption, renewal, and expansion. You will be a consultant for each of your customers, working to understand their problems, identify the best ways for Warmly to help solve them, and help their team augment their sales and marketing workflows using Warmly.

The Customer Success Team will be tasked with ambitious goals (10x goal) that might seem crazy for other companies, but because we have a culture of effectiveness > efficiency, we still hit them without necessarily increasing work hours (2x outcome). And we expect you to bring forth proposals that help us hit those goals.

You will work cross-functionally with Sales, Product and Engineering, and this role reports to both one of Warmly’s co-founders as well as Warmly’s Head of Customer Success.

We are looking for a tech-savvy, metrics-driven, highly detailed, stop-at-nothing performer. You must be curious, energetic, honest and motivated by solving big challenges. But most importantly, you must be an owner who cares deeply about customer outcomes. Hard work is not enough. Think about how to make a 10x impact, and apply that mindset in everything you do here.

Primary Duties

• Relentlessly drive customer outcomes
• Own onboardings and implementations for new customers
• Work closely with customers to understand their current GTM processes and implement Warmly to successfully augment their workflows
• Drive growth and retention by working with customers through upsells and renewals
• Lead key internal projects for Warmly’s customer success team to level up our organization
• Make efficient business decisions
• Don't make excuses
  
  

Qualifications

• 2-5 years sales or customer success experience in SaaS or 2+ years in investment banking, trading, or consulting
• Experience working at a Series A or Series B startup
• Detailed experience with Warmly’s tech stack (listed below)
• Excellent verbal and written communication skills
• Strong time management and prioritization skills
  
  

The Tech You’ll Be Working With And Manage

• HubSpot
• Salesforce
• Outreach
• Apollo
• Salesloft
  
  

Compensation

This role will be paid at OTE $85,000 - $135,000 per year. The Salary range is $70,000 - $110,000 with the annual commission being $15,000 - $25,000 per year.

OTE will be based on achieving a certain GRR (gross revenue retention) figure, and there will additionally be a commission on expansion revenue. Commissions will be paid every 6 months.

Great benefits! At Warmly, you’ll be eligible for benefits such as: medical, dental, and vision insurance, Unlimited PTO, company holidays, parental leave, 401k, home workstation benefit and equity.