Customer Success Manager – Investor Platform

Visible is on a mission to help startup founders succeed. If you love making customers happy, have experience in Venture Capital, and enjoy (or want exposure to) working at a startup — keep reading!

Visible is a profitable, established, software startup made up of 11 fully remote teammates and has been set up this way since Visible was founded in 2015 (we have this whole remote work thing down). We’re looking to add our first Customer Success Manager to be a part of our Visible for Investors team.

Role Overview:

Visible launched Visible for Investors in 2019. In Q1 of 2021, it was 18% of our business and since then it’s scaled to 30%+ of our business. We’ve built a portfolio monitoring and reporting solution that is well-loved by venture capital investors, impact investors, and accelerators all over the world. The focus of this role is to manage the onboarding and ongoing education and support for our growing number of Visible for Investors customers.

Who are we looking for:

• Someone who aligns with our values — check them out here.

• You are an active listener and love going above and beyond to make customers happy.

• You are detail-oriented and take pride in your work.

• You can come up with your own ideas for how to improve customer support and then execute on them.

• You have experience working at a Software as a Service (SaaS) company.

What You’ll Do:

• Build upon our processes and strategies for supporting customers throughout their lifecycle

  • Develop and experiment with new customer experiences and processes

  • Help customers see value in your product quickly by managing product implementation and onboarding

  • Refine and improve our Customer Support Management toolkit

• Drive customer adoption of new features and best practices

  • Develop resources (knowledge base articles, guides, videos, email content) to help educate customers

  • Conduct business reviews with priority customers

  • Manage support for customers via email, intercom support chat, and live video calls

• Collaborate with the Sales, Marketing, and Product team to share customer insights

  • Work with the Sales team to put together customer case studies & customer quotes

  • Identify and share qualified expansion opportunities with the Sales team

  • Share insights with our Marketing Manager to help market new product features

  • Aggregate and share customer feedback analysis with the product team

• Pitch in on all sorts of things — ‘not my problem’ doesn’t exist at Visible

Qualifications:

The following items are guide-rails. Don’t feel like you need to neatly check each box. If you love the role we’d love to hear from you.

• A 2-3 years experience in customer success, account management, or implementation

• Experience implementing and supporting software solutions

• Able to work within at least 3 hours of the US eastern time zone

• Bonus: Experience in Venture Capital and/or working with investors

Job Perks:

💵 Ownership: Both in the work you do and equity in the company.

✈️ Flexibility: Fully remote work (able to work within at least 3 hours of US eastern time zone).

💻 Tech: We provide the tools you need to get your job done.

⚕️Benefits: Health, Dental, Vision

🌴 Team Offsites: Two paid team offsites per year (the last few offsites were in Mexico, Barcelona, and Amsterdam).

📖 Vacation Time: We all need a break sometimes. Visible employees get unlimited PTO.

🏢 Space: If you’d like to work in a coworking space or upgrade your home office, we’re happy to help.

⭐️ Culture: A team that truly cares about one another.

Anonymous quotes from our last culture survey —

“We are able to feel a connection with each other even though it’s virtual- which is true!”

“Everyone at Visible loves working at Visible.”

“I feel like everyone is listened to and there isn’t a lot of ego involved when making decisions.”

“Everybody is collaborative and responsive to requests to help other teammates. Everybody has a pay-it-forward mindset that makes you want to do good work for the rest of the team and company.”

Compensation:

Annual Salary: $65,000 – 80,000, depending on experience

Equity in the company

Start Date:

On or before April 4, 2022

Our Process

We’ll review your application. So long as you are thoughtful in your application, we aim to get back to you within one week.

• Part 1: Phone Screen with Belle, who currently is on our investor success team. If you move along…

• Part II: 3, 45-minute interviews.

  • Clay (our Venture Partnership Manager — Sales)

  • Matt (our Marketing Manager)

  • Mike (our CEO) & Belle

  • If you move on…

• Part III: A final project that will be related to your work. It will take less than a day to complete and we will pay you for your work.