Client Success Manager

Sunset•New York, NY

7d•$90,000 - $135,000•Onsite

About The Position

Sunset is seeking an ambitious Client Success Manager to join their growing client success team. This role is based in New York City (or open to relocation) and reports to the Director of Client Success. As an early member of the team, this role will provide frontline support to clients throughout the dissolution process and assist with key aspects of the wind-down, such as dissolution filings and capital redistribution to investors. The Client Success Manager will own a dedicated set of clients through the entire lifecycle of a company wind-down, combining frontline client support with deep operational execution. Success is measured by speed, accuracy, and client confidence. This role offers opportunities to grow into senior individual contributor or team leadership roles as the company scales.

Requirements

2–4 years of experience in a client-facing operations, customer support, or customer success role, ideally in a complex or regulated environment
Experience supporting customers via phone, email, tickets, or live chat
Ability to learn complex processes that are supported by software, and become a subject matter expert
The ability to evaluate, troubleshoot, replicate, and follow up on customer questions and issues
Knowledge of common help desk/ticketing solutions, such as Zendesk, Pylon, etc.
The ability to stay organized across multiple dedicated clients, managing both reactive issues and proactive activities throughout the dissolution
Excellent written and verbal communication skills across diverse stakeholders, including legal, founders, investors, and tax professionals
Superpower is staying organized, and keen to plan and prioritize work to ensure issues do not fall through the cracks, all deadlines are met, and clients receive a world-class experience
A people person; love talking to people on the phone and building a strong rapport with customers
An empathizer; connect with customers in a genuine way that lets them know you care about their issues
Comfortable making judgment calls and moving work forward in ambiguous, high-stakes situations
A great teammate who can both follow and lead depending on the situation
Able to learn about new, complex processes such as dissolution, and explain those processes in beautifully simple terms to multiple stakeholders: founders, lawyers, investors, and tax professionals
Curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions
Excited about our mission to help founders find what’s next – our goal is to make the painful process of dissolution significantly easier, and give them the space to figure out what’s next

Responsibilities

Be the first responder to all client queries via tickets, email, and phone for a dedicated set of accounts you own
Own the customer experience across all aspects of the dissolution, while maintaining high CSAT/NPS and fast response times against defined SLAs
Handle key activities of the dissolution process, such as filing IRS 966, creating asset transfer agreements, closing third-party client accounts, and distributing capital to investors
Onboard new clients into the Sunset platform, setting them up for success and helping them to orient on the end-to-end dissolution process
Become a subject matter expert in corporate wind-downs, with the ability to seamlessly support clients at any stage of the process to ensure they can efficiently and accurately wind down
Continuously look for solutions to problems and propose improvements if something could work better
Drive product change and improvement to make Sunset the leading solution for startup dissolutions
Collaborate with other Client Success Managers, Engineering, and Sales/GTM in supporting clients
Craft educational content for the Sunset help center