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Founding Customer Success Manager (CSM)



Customer Service, Sales & Business Development
San Francisco Bay Area, CA, USA · Remote
Posted on Thursday, April 14, 2022

Hello! We are hiring our Founding Customer Success Manager to support Private StackShare enterprise customers and make sure they’re getting the full value of our platform.

Here are some signs that you might be a good fit for the role:

  • You have 2-4+ years of direct client/customer management experience, ideally in a Customer Success, Account Management or Sales role at a B2B technology company. Or you have consulting experience
  • You love and have a track record of communicating with, driving value for, and building relationships with customers/clients
  • You’re a creative and organized self-starter that thrives in a dynamic, fast-paced environment
  • You’re excited about working at an early-stage startup with less than 20 employees
  • You’re passionate about developing your skills as a CSM

Here are some of the things that you could expect to do as the Founding CSM:

  • Drive adoption, growth, and retention of our enterprise customers by building relationships with and educating their engineering teams on our product
  • Proactively reach out to customers to discover and evangelize new use cases for our product that drive business value
  • Onboard new customers and ensure teams can get up and running on our platform quickly
  • Hold webinars and internal training sessions for customers to demo our product
  • Simultaneously manage multiple enterprise accounts in different stages of the customer lifecycle
  • Manage and own enterprise account engagement metrics (e.g. onboarding completion, feature adoption, user growth, etc)
  • Develop new training materials and collateral (e.g. presentation decks, one-pagers, etc)
  • Design and build out processes that align with customer needs
  • Regularly interface with product and engineering to communicate customer feedback and requests to improve the product and help drive the product roadmap

Why work at StackShare? Here are some of the reasons why we feel this is a special opportunity for the right person:

  • You’ll get experience building a CS function from the ground floor at a growing community-driven enterprise SaaS startup
  • You’ll help create a brand new developer tool category (tech stack intelligence) with a brand that over 1M developers know and trust
  • You’ll interface directly with engineering teams at Fortune 500 companies that operate at the largest scale
  • You’ll have real input into product decisions and help drive product strategy by working closely with the leadership team (CEO, CTO, Head of Business Development, and Product Manager)
  • You’ll report directly to our CEO, who has been leading Customer Success for the past year

Here’s some specifics about the role:

  • Competitive salary
  • Fully remote
  • No visa sponsorship at this time

Title is flexible based on relevant work experience. If you are looking to be a senior / lead / director, let’s talk about it. Don’t hesitate to ask or let us know what you need.

We offer the following to all of our employees:

  • Flexible and family-friendly working arrangements
  • Excellent medical and dental benefits
  • Unlimited vacation
  • Your dream hardware, software, and conferencing set up
  • Paid courses, books, and professional development

We’re a fully remote team, with the majority of the core team based in the San Francisco Bay Area. The well-being of StackSharers is very important to us. If you tell us what you need to be happy and successful, we’ll try our best to accommodate.

Our Team

We’re supported by an amazing group of investors including Headline (e.ventures), Cervin Ventures, Precursor Ventures, 500 Startups, Citi Ventures, as well as angels like Zach Holman, Quinn Slack (CEO of Sourcegraph), Chris Nguyen (Co-founder of LogDNA), John Kim (CEO of Sendbird), Nick Rockwell, Baron Davis, and engineers/leaders from GitHub, Stripe, Facebook, Square, Twitter, Salesforce, Google, Dropbox, Airbnb, and more.

We’re a Series A-stage company (raised $10M in total) that has built up a community of over one million developers with less than 10 employees. Our company is distributed with most of us in the San Francisco Bay Area and teammates in India. All roles are remote with no requirement that you work from an office. We value having a sense of urgency, empathy, resourcefulness, taking ownership, and tactfulness.

Our leadership team has experience at Amazon, eBay, Accenture, and Outbrain and has been working together at StackShare for over 3 years now.

What we’re building

StackShare is building community-driven SaaS. Like many open source companies, StackShare started out building a community and then built an enterprise SaaS offering based on what the community asked for. We’re now building the world’s first Tech Stack Intelligence solution to help companies of all sizes address tech sprawl inside their organizations.

Sales professionals used to have no system to coordinate their efforts before the CRM came along. They'd accidentally call the same leads, couldn't easily track their funnel, and had no way to know who to talk to internally about which customers. Similarly, while there are plenty of tools for developers to manage and discuss code (GitLab, Stack Overflow, etc), engineers and architects have had no system of record to capture technology decisions.

StackShare is creating a new category of business software that every company with developers will need: tech stack intelligence. There’s no other product in the market that compares. Our competition is Excel spreadsheets, Confluence wikis, and Markdown files. Announced on stage at GitHub’s annual conference in December 2020, the product is now gaining adoption amongst large companies that already have a presence on StackShare.

Developer-driven software is projected to be a $1 trillion market. Atlassian and GitHub have built multi-billion dollar businesses by providing collaboration software for technical teams, but they’ve left a gap in the market that StackShare is now filling.

If you want to be a part of creating something new that will eventually be used by every company in the world that employs software developers, this might be the right opportunity for you.

Why we’re building it

Our mission is to make developers more productive by helping them learn about technology through the people and companies they trust. Eventually we believe that no developer in the world will make a technology decision without first checking StackShare, to see what others are using inside (private) and outside (public) of their company.

What the press has written about us