Customer Success Manager

The Customer Success Manager will ensure customer satisfaction and retention by onboarding and training new moving company clients to Chariot’s software, providing support, and fostering strong relationships with users. You’ll collaborate with Engineering and Product teams to resolve issues, develop training content, and identify upsell opportunities with the Sales team.

About Chariot

Chariot is a SaaS company building a modern operating system for the moving industry, starting with moving company management software. Our MVP launched in Spring 2022, and we've rapidly expanded across the US, with our founders and engineers based in NYC.

Moving is a universal, stressful, and expensive experience that’s ripe for disruption. ~35M Americans (~10% of the country) move every year, with businesses, non-profits, government agencies, and military families also requiring moving services. This creates a massive moving economy, with a ~$30B industry of moving companies at the center.

Running a moving company is complicated, high-stress work. Most moving companies still rely on a disjointed mix of generic online tools and paperwork for sales, field service management, and back-office operations. We believe the lack of modern tools for movers is the critical challenge hindering major innovation in the moving experience.

Chariot addresses this problem with a simple, modern software platform that boosts sales conversions, reduces work to schedule and dispatch moves, simplifes move day, improves customer service, and streamlines payment collection. We're pursuing ambitious new product directions to expand our market size and impact for moving companies and customers.

Our founding team brings experience from Google, Flatiron Health, Cedar, Bain & Company, Bridgewater, Teachable, KeyMe, and ASAPP. We're backed by VC firms and co-founders of successful vertical SaaS companies, and advised by moving company owners nationwide.

PLEASE NOTE:
This role is remote or hybrid if located in the NYC metro
If in the NYC metro, our office is at 30th and Broadway, and we are in person at least 3 days/ week.
This role will also require after-business hours and weekend coverage for our Help Desk, one week per month.

What You’ll Do

• The Customer Success Manager will be responsible for ensuring customer satisfaction, building and maintaining relationships, and promoting customer retention. You’ll onboard and train new clients, providing support and resolving issues alongside Engineering and Product teams. You’ll build strong customer relationships, and define and monitor key success metrics.
• Onboard and train: Set up new clients and run onboarding sessions, ensuring every new client can quickly navigate and use Chariot to the fullest potential
• Support: Respond to customer questions and resolve issues, in coordination with Engineering, Product, and Founders
• Build relationships: Foster strong relationships with customers, understand their needs, Chariot experience, and opportunities for Chariot to deliver additional value to them
• Develop training content: Record videos, write documentation, or use any other creative means to help users get the most possible value out of Chariot’s product
• Upsell: Identify opportunities to sell additional features/ products to clients, in collaboration with the Sales team

Who You Are

• 2-3+ years as a customer success manager or in a customer-facing role
• Excellent communication and interpersonal skills to assist with customer requests and feedback.
• Strong problem-solving abilities and attention to detail, ensuring customer needs are met.
• Ability to manage multiple accounts and prioritize tasks effectively.
• Familiarity with customer support and product analytics tools
• Bachelor's degree preferred
• Bonus Points:
• Experience at a startup
• Experience with B2B software products
• Technical background (CS degree, coding experience, etc.)
• Experience working as a mover, at a moving company, or in a “blue-collar” industry

Compensation

• Salary: $70-90K + equity
• Benefits & Perks
• Unlimited vacation
• Competitive salary and significant equity
• Medical, dental, and vision insurance with comprehensive benefits
• 401(K)
• Free in-office lunch every day (for NYC metro employees)
• WFH equipment budget (for remote employees)