Lead Customer Success Manager

Who We Are

Newchip is a virtual startup accelerator headquartered in Austin that provides world-changing early-stage companies with the software tools, training, mentorship, and the investor network necessary to successfully raise capital, build, and scale their businesses to eventual exit. We're in 100+ countries and have a portfolio of over 2,000 startups that have raised $1B+ in funding since our launch in 2019. Each employee has a personal, measurable impact on the success of the company, and ideas are welcomed from everyone.We currently have more than 150 employees and are growing rapidly.

About the Role

We're looking for an experienced Customer Success Manager to support the Newchip customer success team in development and mentorship. The Customer Success Manager will have an immense impact on the future of Astralabs and help to maintain a strong culture and values through our growth and expansion.

Responsibilities

• Provide founder accountability and set expectations for a founder's program experience.
• Serve as the primary point of contact for an account of founders (100-150 accounts)
• Conduct regular check in calls with founders to ensure accountability and assist the founder in their program journey.
• Manage emails and tickets regarding requests from founders, including questions about the program, program change requests (restarts, pauses, extensions, etc.), level 1 escalation calls, etc.
• Identify success stories within their accounts over the course of their Accelerator journey, qualify any success story leads, and conduct success story interviews.
• Handling level 1 escalation requests, and either providing solutions to founders to prevent churn, or escalate the case to a Senior CSM and create complaint summaries for management review.
• Work with our Investor Relations team for key milestone tracking and overall startup readiness/traction for invest-ability.
• Work with the Mentor Program to assess mentor pairing(s) progress and satisfaction.
• Ensure key company information is collected and available to Newchip teams - startup profile, pitch deck, executive summary, fundraising data, etc.
• Manages Escalations proactively identify at-risk companies and create remedy plans.
• Manage outreach to founders regarding payment status, resolving and recovering wherever possible failed payments that founders are able to rectify before default.
• Identify upsell opportunities (later stage programs, alumni program, etc.)
• Identify high quality startups in the Accelerator program to fast-track them to the Investor Relations team.

Requirements

• 5+ experience in working in a customer success role/environment, ideally within a SaaS company
• 2+ years in a leadership position within customer success
• Experience working in a matrixed environment
• P&L, Sales and Business Management experience
• You love speaking to customers and understanding and solving their problems, and have excellent verbal and written communication skills
• Strong listening and comprehension skills and an ability to understand customer needs and communicate Newchip's value proposition
• Ability to get into the weeds and solve problems independently
• Strong organization and prioritization skills

Benefits

• Competitive salary
• Equity
• 401K plan
• Medical, vision, dental insurance
• Unlimited PTO
• A huge role in the growth of a company with a meaningful mission