Customer Success Manager

At AllSpice, we're building a first-of-its-kind workflow tool for hardware engineers and re-envisioning the future of hardware development and collaboration. By applying best-practice software design principles to the hardware industry, AllSpice is changing the way the hardware industry builds, develops and collaborates.

Join our growing team and help us define the future of hardware development to enable the next generation of smart vehicles, IOT devices, rockets, medical devices, robots, and much more. Our Git platform for hardware engineers empowers teams to collaborate seamlessly, accelerate product development, and enhance overall efficiency - think of it as GitHub for electronics.

Read more about what we’re building on our website or latest fundraising announcement on TechCrunch.

As our first Customer Success Manager, you’ll report directly to the CEO and be instrumental in setting the foundation for AllSpice's customer experience function. You will take full ownership of customer accounts to ensure that they are fully activated and engaged with AllSpice from onboarding onwards. This hands-on role is ideal for a process-driven candidate ready to evaluate, design, and implement a scalable approach for customer success, setting the groundwork for a larger team as we mature.

What will you do?

1. Customer account ownership: Take comprehensive ownership of customer accounts - driving product activation, effective onboarding, and deeper product engagement to maximize AllSpice’s impact to our customer's workflows.
2. Customer advocacy and relationship building: Serve as the main point of contact for key customer accounts, conducting regular check-ins and quarterly business reviews, addressing challenges promptly, and building trusted relationships that drive customer success.
3. Onboarding and product training: Create and execute a structured onboarding process, optimizing for ease of product adoption and seamless integration with customers’ existing workflows.
4. Process evaluation and design: Assess current customer success workflows and establish standard operating procedures that align with customer needs and company goals, building scalable processes to improve the user journey.
5. Tool implementation: Implement customer success tools and optimize internal systems to monitor customer health metrics, usage, and engagement.
6. Cross-functional collaboration: Work closely with product, sales, and engineering teams to share and incorporate customer feedback, address challenges, and develop resources that enhance the customer experience.
7. Metrics and reporting: Define and track customer success metrics, report on key performance indicators (KPIs), and use data insights to refine and improve the customer journey.

Requirements

• Experience: 3+ years in customer success, product onboarding, or similar roles in B2B SaaS, with a proven track record of managing enterprise accounts and driving product adoption.
• Ownership mindset: Committed to working proactively to ensure customer satisfaction, with a strong sense of accountability and dedication to continuous improvement.
• Process builder: Ability to evaluate, design, and implement customer success processes from scratch, ensuring scalability and alignment with company goals.
• Strong project management skills: Highly organized, with experience managing multiple projects, timelines, and priorities simultaneously.
• Excellent communication skills: Strong verbal and written communication, capable of translating technical concepts to accessible information for a variety of audiences.
• Technical aptitude: Familiar with Git workflows and platforms like GitHub, GitLab, or similar developer tools, and eager to learn new technical concepts.
• Data-driven: Skilled in using metrics to track product engagement and customer success, identify trends, and drive decisions.
• Adaptable and collaborative: Excited by the challenge of building something new and able to work well in a fast-changing startup environment with cross-functional teams.

Bonus skills

• Engineering or similar technical background.
• Exposure to the hardware space or have worked with hardware teams.
• Leadership and/or people management experience

This is a hybrid role based out of our San Francisco, CA location. You are generally expected to be available between 10am and 2pm PT for team meetings and/or discussions; otherwise, work hours are flexible. In-person activities include up to 20% of the time for attending conferences, trade shows, and on-site customer presentations, primarily within the Bay Area.

To apply

Email [email protected] with “Customer Success Manager” in the title and a copy of your resume and/or relevant work.

If you’re passionate about owning customer success, building scalable processes, and creating an exceptional customer experience, we’d love to hear from you!