Customer Success Manager - New Product, First Hire In Office (San Francisco, CA)

Company: S27a
Location: San Francisco
Posted on: November 12, 2024

Job Description:

Customer Success Manager - New Product, First HireExperience: 6+ yearsLocation: San-Francisco/Bay-Area - 4 days a week in officeJob Type: Full-timeAbout Klarity (YC S18) automates Unstructured-Document workflows using GenAI. Our vision is a future of Exponential Organizations - companies that can hyper-scale without vast operational teams of humans reading documents.Our customers include companies like Cloudflare, CrowdStrike, DoorDash, and Zoom. They use Klarity to 1) save time and money, 2) reduce compliance risk, and 3) speed up manual contract review. But talk is cheap, so !We found strong Product Market Fit in 2020 and just raised a in June 2024. We are looking to add a brilliant, entrepreneurial Customer Success Manager (new product) to the team!Our Gen AI journey: -Founded in 2017, we shipped multiple NLP/ML product iterations pre-chatGPT. In 2023 we rebuilt our core AI platform using GenAI. -We're not your average Gen AI startup, gradually layering LLMs on. We're all in. We have more than 15 unique LLM use-cases in production with 10+ LLMs under the hood. We have shipped multiple first-of-its-kind customer experiences including video workflow analysis, natural language analytics, complex table parsing, and table-matching. To date, we have processed 600,000+ documents through our GenAI platform. -The Role:Klarity has recently launched a new product - Architect - as the first CSM hire for this role, you will be responsible for building the Customer Success motion and playbook for Architect. You will drive client adoption and usage while owning the expansion motion. You will help drive rapid onboarding of customers to Architect and continuously build and evolve the Customer Success playbook. This role will closely collaborate with leadership, product and engineering teams and will own the growth of the Architect CS team.We're experiencing hypergrowth and significantly exceeding revenue targets. Much of this growth is coming from Klarity's largest enterprise customers like Zoom, Zendesk, UIPath, 8x8 etc. Your role will be business critical in meeting this demand and delivering a best-in-class customer experience.

• You will be the founding CSM for Architect to build the motion, playbook, and eventually build the Architect CS team
• You will partner deeply with leadership, product, and engineering teams on ongoing discovery of new use cases and features, and translate customer needs into product solutions -
• You will be an expert on the Architect product and advise customers on best practices
• You will define and evolve the Customer Success playbook for Architect
• You will develop a framework for leveraging data to drive adoption and hyper growth of Architect usage
• You will build trusted advisor relationships with customers to ensure they are achieving value and establish new relationship to foster growthWe are a team of builders, setting out to do something no one has ever done before, and we are looking for our next exceptional team member!Responsibilities:
  • Own the success of the entire Architect customer journey post-sale
  • Drive adoption and usage. Build and execute on a "land and expand" motion
  • Build a playbook for Architect onboarding for new customers in 1-2 weeks
  • Continuously build and evolve the CS playbook for Architect adoption to expansion and upsell
  • Evolve to grow and manage a team of Architect CSMsPreferred qualifications:
    • You have 6-10 years prior experience in Customer Success driving adoption, product growth, and upsells
    • You have the desire to be on the bleeding edge of Gen AI and be the first to develop the Enterprise Gen AI onboarding and customer success playbooks
    • You enjoy high-paced environments where you get to wear multiple hats, build processes, and consistently problem-solve
    • You have experience building CS playbooks from the ground up
    • You have a history of fostering strong relationships with customers and teammates, including senior-level executives
    • You are tactful and poised under pressure
    • You have an appetite to learn and have an ownership mentality - if you see something needs to be done, go do it
    • You have a deep appreciation for the problem the Architect solvesBenefits:
      • Medical, Dental, and Vision insurance
      • 401k
      • $100 Monthly Wellness budget
      • Annual Learning budget
      • SF/Bay-Area Relocation bonus (where applicable)Join Klarity and be part of a team that is pushing the boundaries of AI and transforming how companies handle unstructured documents.Klarity is an equal opportunity employer. Klarity provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
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Keywords: S27a, Tracy , Customer Success Manager - New Product, First Hire In Office (San Francisco, CA), Executive , San Francisco, California