About Warp

Warp is the best payroll platform for founders to run their companies.

Warp lets you set up payroll for your entire team in just under 15 mins. We automate all state payroll registrations, monitor for compliance in all 50 US states, and support seamless US and global payroll, enabling founders to never waste time on payroll operations again.

Warp has raised $2.7M and we’re backed by some of the best investors:HOF Capital,A-Star,Abstract Ventures,YCombinator,Elad Gil,Balaji Srinivasan, to name a few.

About the role

We are hiring a Customer Success Manager who will directly work with me. Your role will be to ensure Warp’s customers, who are primarily tech startup founders, get a high level of service and to champion customer’s pain points and needs to the rest of our team.

This is not a routine, 9 to 5 job. Working with us means having high ownership. At Warp, we do whatever it takes to make our customers successful. You may have to reply to a customer at 10pm. But we’ll also never care if you have to run an errand at 11am on a Tuesday.

Our team is primarily based out of New York City. For this role, you’re ideally located here, but we’re open to remote as long as you’re based in the US time zone.

Goals and Responsibilities

Onboarding Customers: You will help founders during the onboarding process for new customers to make their transition to Warp seamless.
Customer Relationship Management: You will forge strong relationships with customers, understand their needs, and ensure our products/services are meeting those needs.
Customer Retention: You will develop strategies to maintain a high retention rate among customers, and identify issues that could potentially lead to dissatisfaction and churn
Enhance Customer Engagement: You will collaboratively design and execute engagement strategies to ensure customers derive maximum value from our products/services. This includes sending updates on new product features, recommendations on how to use Warp better, sending them reminders if they haven’t completed key steps, among other things.
Customer Advocacy: You will gather feedback from customers and act as their advocate, ensuring we enhance our products/services based on their feedback.
Metrics: You will create, monitor and report on customer success metrics and utilize data to improve our strategies and processes.

Requirements

We don’t care what school you went and what you majored in. What we care about is whether you have a high degree of customer empathy and how driven you are to succeed in this role.

Work experience: Two years experience as a customer success manager, account manager, or other relevant customer-focused role, in an early / growth stage startup setting.
Customer experience skills: You must be passionate about driving the ultimate customer experience, with a natural ability to build strong relationships and rapport with customers.
Technical background: Experience working with software products, platforms, and ability to understand complex concepts.
Customer-centric mindset: Total focus on customer needs and satisfaction, with a proven ability to manage projects to successful completion, multi-task, and work within tight and unexpected deadlines.
Results-driven: A proven track record of driving customer success and aligning with customer needs. Must have experience in achieving customer experience KPIs.

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