Junior Customer Success Manager

About The Junior Customer Success Manager Role

This role is designed for individuals transitioning from hospitality backgrounds. It emphasizes skills such as reading people quickly, managing multiple tasks simultaneously, remaining calm under pressure, and demonstrating initiative. The primary focus will be on teaching the software aspects of the role.

Key Responsibilities

• Conduct Runneth 101 sessions to onboard new customers, explaining how to utilize the AI agent. This includes group sessions, one-on-one calls, and asynchronous walkthroughs.
• Monitor customer signals for inactivity, impending limits, or issues, and proactively reach out to customers.
• Re-engage inactive customers by identifying reasons for disengagement, resolving issues, and guiding them back to product usage.
• Respond to customer inquiries promptly and clearly, typically within hours, providing solutions and ensuring customers feel supported.
• Maintain accurate customer records by logging all interactions in HubSpot.
• Become proficient in Motion and Runneth, using the product daily and being able to explain it to others.
• Utilize AI as a daily working habit.

How We Work

• Fast-paced: Prioritizing rapid customer responses and maintaining momentum.
• Advocates: Championing client needs internally and understanding their perspectives.
• Authorities: Providing informed, tailored viewpoints based on client businesses and goals, avoiding generic approaches.

Where This Role Goes

The Associate CSM position serves as a starting point for growth into a full CSM role. Further opportunities exist within the CS department, with potential transitions into roles like Product Management or Creative Strategy.

Requirements & Tech Stack

• 2+ years in high-volume hospitality (e.g., server, bartender, host, front desk, shift lead, restaurant or hotel manager).
• Demonstrated initiative in learning or adopting technology independently (e.g., online courses, building websites, managing social media, setting up systems, starting side businesses, interest in AI tools).
• Proven ability to build something from scratch (e.g., a menu, system, event, side hustle, process).
• High agency: Proactive problem-solving and a drive to improve processes without waiting for permission.
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly and concisely.
• Genuine care for people and a focus on customer experience.
• Exceptional organizational skills.
• Bonus points: Exposure to marketing, e-commerce, DTC brands, Shopify, Meta ads, or a CRM.
• Ability to write extensively throughout the day.
• Comfort with AI as a core working habit.

Qualifications

• Strong preference for individuals coming from hospitality backgrounds.
• Ability to learn and adapt to a rapidly changing product environment.
• A "hustle" mentality and a drive to succeed.
• Comfortable working in a fast-paced, high-volume written communication environment.

Location

• Hiring for individuals based in Canada or the United States.
• Pacific time zone hours are a plus.