Customer Success Lead

MyJunior AI•New York, NY

About The Position

Customer success is critical to our business. We will only ever hire people who have done the job. You should deeply empathise with the pressures faced by consultants and investors doing DD work, and how Junior can support them to deliver faster and with greater impact. We’re looking for candidates who can ‘walk the walk and talk the talk’. We are serving the largest logos in the industry and we need your help to drive adoption, satisfaction and retention with our users. You will manage global deployments of 1000s of users. You will act as the Voice of the Customer, interfacing between our users and product team to make sure we are laser-focussed on eliminating the worst parts of our customers’ work. As an early member of our Customer Success team, you'll have the unique opportunity to: Own, build and nurture strong relationships with customers, including senior stakeholders at large cap funds and consultancies, acting as their primary point of contact and trusted partner through the onboarding, usage and feedback journey Plan and execute large scale AI deployments of 1,000s of users Act as the voice of the customer and see their needs rapidly transformed into new product features; guide the product team as to what they should be building to satisfy customer demands Co-design training with our customers and deliver it Leverage data to effectively drive customer usage, satisfaction and retention Rapidly progress into a managerial role for an expanding customer success team Shape the structure and processes of the customer success team, and more broadly our company culture

Requirements

2+ years consulting - ideally CDD (no industry skew needed) OR 2+ years in PE OR 3+ years of customer success / product / data analytics experience in a startup / scale-up
Should have an active interest in AI and thoughtful opinions on how it will impact our industry
Is highly responsive and has excellent communication and presentation skills and a desire to own client relationships
Has a strong ability to prioritise and execute, driven by customer needs and business impact, and is quick on their feet when it comes to solving customer issues
Has an exceptional work ethic, with a rigorous focus on high-quality client outcomes and operational excellence
Is a collaborative team player with strong and clear opinions they are unafraid to share to make things better
Will take a rigorous approach to customer analysis, reporting and data-driven decision making, and can write basic database queries (e.g., SQL)
Advanced prompting capability with ChatGPT and/or other LLM tools within professional workflows
Native / highly fluent in English

Responsibilities

Own, build and nurture strong relationships with customers, including senior stakeholders at large cap funds and consultancies, acting as their primary point of contact and trusted partner through the onboarding, usage and feedback journey
Plan and execute large scale AI deployments of 1,000s of users
Act as the voice of the customer and see their needs rapidly transformed into new product features; guide the product team as to what they should be building to satisfy customer demands
Co-design training with our customers and deliver it
Leverage data to effectively drive customer usage, satisfaction and retention
Rapidly progress into a managerial role for an expanding customer success team
Shape the structure and processes of the customer success team, and more broadly our company culture