Founding Customer Success Manager

About Sybill: 

At Sybill.ai, we are building a 10x better way to do B2B sales. We are building an end-to-end, AI-first go-to-market stack that unlocks unprecedented levels of automation for the sales reps. 

The existing GTM stack only gives reps a better UX to do their admin tasks. With Sybill, reps will not need to do them at all. All they will need to do is take customer calls and supervise the AI, enabling them to be super-sellers. 

Our founding team from Stanford, Harvard and IITs has built a sales-specific, proprietary AI to extract highly accurate deal attributes, which unlocks these workflows. This AI-first GTM stack will disrupt both today’s pigeonholed tools (Gong, Highspot, Scratchpad, Clari, Outreach) and remove the need for extensive middle management in GTM orgs.

With Sybill’s conversational AI workflows, reps are seeing a remarkable behavior switch in their day-to-day lives and they just can’t stop using the product (gross retention - 99%+). They are vocal about their love for Sybill on LinkedIn and in personal circles, enabling us to grow 20x to $1M+ in ARR last year. 

The Opportunity:

As Founding Customer Success Manager at Sybill, you will own customer retention. You will build relationships with our customers, help them solve their problems, and be the voice of the customer internally. You will consistently track customer satisfaction and NPS scores along with gross retention numbers. 

We've grown the team very carefully. You would be joining a small team of high performers and be expected to learn fast and define what Customer Success should look like for a high growth AI-first B2B software company. This role gives you a unique opportunity to:

1. Develop and nurture strong customer relationships to understand their business goals and needs.
2. Implement and run user training and enablement sessions and help customers get the most value out of Sybill. 
3. Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
4. Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
5. Codify best practices, guides, and FAQs based on interactions with customers.
6. Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.
7. Foster customer advocacy and facilitate customer testimonials and case studies.

Who You Are:

To be effective at your role, you need to:

1. Take ownership and initiative: You take outcomes personally and internalize each task/project as your own and do everything to make things happen. We’ll support you in taking educated risks that lead to big wins.
2. Have a desire to serve customers and make them successful: We have customers from small businesses to mid-market accounts, spanning across geographies and work cultures. You take the initiative to empathize with the diverse customer base and solve their problems to make them successful with Sybill. 
3. Be excellent at execution: Being thorough, maintaining strong documentation, managing tasks for team members, running processes tightly, measuring metrics and pulling in the stakeholders when necessary is an absolute must. 

You’ll thrive in this role if you:

1. Have 3+ years of experience in a customer success (or similar) role, managing relationships, preferably working with a B2B software product.
2. Have a proven track record of achieving customer retention and growth goals, and a desire to get better in your role every day. 
3. Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
4. Can proactively identify pain points in the product with our customers.
5. Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
6. Operate with high horsepower, have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
7. Have a basic understanding of B2B sales and a passion to make businesses more efficient and successful through your work. Prior experience in sales or working closely with sales is a good-to-have. 

What you’ll do in the first 90 days:

• 30 days: Deeply understand Sybill’s customer base and product. Interview the customers and team members to figure out how customers use Sybill, why they bought Sybill, and what business objectives are they solving with it. Get your first reps in for solving customer problems, onboarding new customers, and educating them about what they can accomplish with Sybill. 
• 60 days: Get comfortable with Sybill’s internal tech stack. Start building a track record of solving customer problems and relaying insights back to product and executive teams. Start holding business review meetings with existing customers and owning retention for a cohort of customers. 
• 90 days and beyond: Document everything you learn, build processes around QBRs, MBRs, customer exit interviews, churn diagnosis and prevention, pre-emptive churn and expansion alerting. Share best practices across the company and own the voice of the customer.