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Customer Success Manager

Delve (Yc W24) • Remote • 1d ago

Location

Remote

Employment Type

Full time

Department

Ops

At Delve, our customers love us because we move quickly and actually care about their whole company succeeding. We continually go the extra mile with stellar customer support, and we’re looking for people who can come in and make our CS even better. Backed by Insight Partners, General Catalyst, Y Combinator, and top-tier investors, we just raised our 32M Series A and are scaling quickly!

The Role

We need a Customer Success Manager who'll own the client relationship post-sale. Your #1 metric: maximize platform usage and compliance completion rates. You'll be the face of Delve, making customers successful and setting us up for renewals and expansion.

You'll focus on three critical areas:

Onboarding - Getting customers to initial value quickly
Regular check-ins
Proactive outreach

Our CS Values

At Delve, our Customer Success team lives by these principles:

Always Have the Last Message - Whether it's a thank you, a thumbs up, or a reaction, always provide closure to customers.
Don’t Be Afraid to Go the Extra Mile - Take things off customers' plates whenever possible. Send them donuts if they just announced their fundraise. Help them respond to their customers’ security questionnaires.
You're Always Selling Delve - Keep a positive tone about our company in every interaction. Your goal is to win renewal and upsell trust.
Show ROI Regularly - Reinforce why they made the right choice with Delve and quantify the time/money we're saving them.

What You'll Do

Run effective onboarding calls to help companies get set up on the Delve platform
Respond to customer messages within 5 minutes
Work with teams from the fastest-growing companies (Lovable, 11x, Bland)
Conduct regular check-ins to showcase value and identify expansion opportunities
Proactively check in with accounts to drive usage
Make sure the entire team sees the value Delve is providing

Who We Need

2+ years in customer-facing roles at SaaS companies
Strong organizational skills and meticulous follow-through
Ability to build relationships with founders and executives
Great judgment on when to handle issues independently vs. when to escalate
Experience defusing unhappy customers while maintaining boundaries
Startup DNA: you thrive in ambiguity and put in the hours needed
Excellent written and verbal communication
Problem-solver who takes initiative without being asked
Positive attitude that makes customers feel they made the right choice with Delve