Customer Success Manager (AI Startup)

Most Customer Success teams have turned into glorified Support Chat teams. When we say Customer Success we mean it, we’ve even renamed the function internally “Outcomes” because it’s about getting real outcomes for real customers and it’s a shared responsibility. Unlike most Customer Success teams that have devolved into glorified support chat operations, we take a different

approach. When we say Customer Success, we mean it. We've even renamed the function internally to "Outcomes" because our focus is on delivering real results for real customers through shared responsibility.

Product builds, sales sets expectations, and outcomes partners to deliver them.

At AutoRFP.ai Customer Success is not a cost-center, it’s a revenue engine that is driving more and more of our revenue with renumeration like a sales role based on renewals and expansions. We’re here to hire people that can work outside of the box to deliver what customers are looking for, partner with some of the fastest moving global teams and help our customers Win more, Faster.

It’s hard work but it’s what’s required to win in the AI space and grow 15% MoM (10x last year).

Company Overview

AutoRFP.ai is one of the few products leveraging generative AI to its full potential, automating critical parts of the sales workflow. We've built the leading platform for RFP response management and automation, with customers across 30+ countries in just 18 months.

Revenue is growing on average 15% Month on month, and we want to maintain that. We’re all a little bit crazy, and our customers are some of the most impressive businesses and people to work with.

Position Summary

We are looking for our second Customer Success team member who exhibits:

• Care for customers. Actively listens and confidently presents solutions to complicated business problems
• High Autonomy. Can look at a day and instantly prioritise what drives the most impact for their customers and our company.
• Learns quickly. We’re looking for someone potentially earlier in their career, and is eager to make this a career defining role, working at an early-stage start up and understands it can accelerate learning.
• Fortifies and grows accounts. You actively work with customers to expand their usage of the platform and fight for the renewal when needed.

Your Mission

As the second Customer Success team member in our North American Market, you will:

• Work directly with customers whether it be onboarding accounts for large businesses or triaging Intercom support requests
• Drive expansion and renewals across our existing customer base while ensuring every customer is successful to win more, faster.
• Help us dominate a category where ~$100 Billion USD is transacted through RFPs daily

This role offers a unique opportunity to become a key player in our Outcomes team and directly influence how we build this business and its products.

Key Responsibilities

• Ensure our customers are successful.
• Onboard new customers and work with them through their time with AutoRFP.ai
• Provide online training to customers across NA, LATAM & occasional EU regions
• Collaborate with the sales team across pre-sales accounts. We’re all driving the same results, you’ll be working closely across teams. No silos.
• Work across segments, from small business to enterprise
• Use our product as a subject-matter-expert to assist in RFPs and Security Questionnaires
• Identify and attain customer testimonials, case studies and reviews
• Manage the customer lifecycle from signed contract to raving fan
• Collaborate with Co-Founders and our first CS hires to refine CS strategies
• Provide feedback to the product team based on customer conversations to help shape the product roadmap
• Generate revenue through renewals and account expansions
• Become an absolute expert on our product and the competitive landscape

We want our team to be able to make impact right away. We don’t have everything figured out, but we want to ensure you are provided the right context and tooling and to be successful from day one.

In your first week you can expect to:

• Understand our ICP and sit in on customer calls
• Begin understanding our product and functionality
• Reach out to existing customers to book in calls

By the end of the week: Run a customer call end-to-end

In your first month you can expect to:

• Confidently run customer calls independently across segments
• Complete your first onboarding of a new customer
• Complete your first proof-of-concept with the sales team
• Enter your first deals into a proof-of-concept phase for prospects

By the end of the month: Complete your first customer onboarding independently

In three months you can expect to:

• Bring on your first renewals
• Have contacted your patch of customers
• Managing the support requests that come through

By the end of three months: Renew multiple customer subscriptions end-to-end

In six months you can expect to:

• Engage with customers on the daily across video calls, Slack & Intercom
• Meaningfully drive revenue through expansions and renewals
• Impact our product direction through your customer’s feedback

By the end of six months: You’ll feel like you’ve been here for years

Your experience may look like:

• 1+ years in a Customer Success or support role
• First-hand experience dealing with Security Questionnaires or RFPs
• Has carried quotas in previous roles and can point to achieving quotas
• A customer-focused mindset in all aspects of your work
• A demonstrated ability to work hard remotely and in-office
• Good analytical skills for customer success strategy and problem resolution
• A passion for technology and eagerness to learn about AI
• Ability to thrive in an entrepreneurial, fast-paced environment

We welcome candidates from all backgrounds with diverse skill sets. Even if your resume may not fit this job ad 100% but, if you believe you can add value to AutoRFP.ai, resonate with our company and would thrive in our environment, please apply.

Why join the AutoRFP.ai team?

• Help customers with an industry-leading platform that they love
• Introduce a revolutionary product that transforms a once horribly repetitive task into a delightful experience
• Work with exceptional colleagues as one of the first team members in a rapidly scaling company
• Shape the direction and culture of the team in the region
• Make a massive impact on the product and our customers' success
• Grow your skills rapidly in a fast-paced startup environment
• Join a founding team with deep industry expertise and a track record of success

Location & Office

Vancouver: We have an office in downtown Vancouver where you will work at least 4 days in office per week with flexibility for appointments. We provide standing desks, brand new M3 Macs, 49" Ultra Wide monitors, and licenses to cutting-edge AI tools.

Tech-stack

• HubSpot
• Intercom (Fin AI is successfully answering 75%+ support queries)
• Grain
• Aircall
• Claude Desktop & ChatGPT
• Slack/MS Teams for enterprise support channels

Compensation

• $100 - $150k CAD On-Target Earnings (base + commission), depending on experience and location. Uncapped commission

Apply at: https://autorfp.ai/careers/vancouver-customer-success-manager