Founding Customer Success Manager

Spur is any company’s AI QA Engineer. Spur lets you test your website with natural language. We launch web agents that mimic real users.Spur is founded by 2 Yale Alums, and is backed by leading investors like First Round Capital, Neo, Pear VC, Conviction, and YCombinator. We are transforming the testing world, completely re-imagining what testing means from first principles. We're already accelerating engineering teams at some of the fastest-growing companies in the world.Our Mission: We want to help our customers deliver the best digital experiencesRead our Manifesto: https://www.spurtest.com/founders-letterThe Role:Spur is seeking our founding CSM. This is going to be a pivotal and dynamic role, involving a combination of customer onboarding, support, success and product aspects. As a company that is re-defining how companies do quality analysis with an AI first approach, customer understanding, education and support is the most important thing. Customer love and satisfaction is the biggest focus of the company, and we work extremely closely with every customer, who informs Spur’s roadmap, marketing & messaging of the product.As our first CSM hire and a founding team member, this person would be involved in the full client lifecycle, running and converting a customer from a pilot to annual contract, customer activation, case study content creation and account expansion.Read more about how we think of Customer Success at Spur Today: (Link Blog Post)What will you do at Spur in this Founding CSM roleA Week of Sprints at SpurCustomer SupportLearn our product inside and out and help our customersBe an AI thought leader with customers and pair this with deep industry specific expertise to help drive this transformative technology. Work as an internal leader to share and scale those insights and frameworks to the CS team.Support over 35+ customers across Slack & Microsoft Teams. Spanning larger enterprise accounts like (NextDoor, NorseAtlantic Airways, LivingSpaces)Proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve successImplement and train new customers. Be the onboarding project manager for each customer, and partner with our Solutions Engineers on technical requirements.Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of our department.Work with CEO to establish, measure & track customer activation metrics (usage, NPS scores)Customer SuccessCollaborate with Sales team to manage renewals and expansionsSurface opportunities to expand existing accounts when it’s right for the customerIdentify and introduce customers fit for case studies and media opportunities.Product & Cross Team CollaborationWorking with Eng & Design Teams to surface customer requests and help translate customer feedback into product requirementsRoadmap Prioritization Sessions with Founding Team based on Product FeedbackWork with Engineering to Continuously improve our Documentation and Product Education (Prompting Guides, Maintaining Docs, Use-Cases Guide)Communications with Sales & GTM to track patterns across customers & customer adoption so we can improve our customer qualification processes & product messagingThis might be for you if...You have a track record of high achievement in your current Account Management or Customer Success rolesHave led complex implementations of Generative AI/traditional ML solutions and can drive measurable business outcomesYou have a keen interest in AI native products and building delightful AI productsFamiliar with Prompt Engineering. A lot of the Spur Product is a natural language interface with the Spur agentStrong intrinsic motivation to be a top performer and contribute to a teamYou love getting to know new people and helping them solve their business problems

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