Customer Success Lead

Who We Are

Warmly is the first AI-fueled pipeline acceleration platform that harnesses the power of existing sales enablement and intent tools to automatically identify high propensity website visitors and alert them to sales for real-time engagement. It’s the first such solution purpose-built to meet the business and budget needs of SMBs.

Following our recent Series A announcement, we’re moving faster than ever to build the autonomous sales platform that automates away the busy work of salespeople, helping them hyper-target the warmest leads possible.

As a team, we believe in “adding a comma". We love diversity, we love weird, we love purple cows. To "add a comma," is to be different, unique and remarkable. We literally have a "," in our name, "Warmly,". Our team of exceptional humans is entirely remote, but we come together at least once a year to meet IRL.

Who Warmly Attracts

You know you're right to build at Warmly if:

You are a team player

Every member of the Warmly team has a unique superpower. We have an understanding that it's our job to draw out each others' strengths and complement each others' weaknesses so that we're able to achieve great heights as a team. We either win together or we don't win at all. It's us against the world.

You are quality-focused

You take great pride in your work and desire to be a part of a world-class team that shares your high standards. You are constantly seeking better and faster ways of doing things. As a result, you're surprisingly efficient and can get a lot done quickly. You're able to translate your skills into new processes that your team will learn from.

You have that fire to win

You seek ownership beyond your own work because you have a burning desire to see the product succeed and the company become a household brand and worldwide organization. Our hope is that Warmly will be the platform to springboard the careers of amazing people who go on to do incredible things for the world.

Role Overview

As our Customer Success Lead, you’ll fill a key role in scaling our customer success platform and supporting our customers along their value journey.

This is not your typical CSM role. Warmly is looking for someone to own customers (including onboardings, implementations, and ongoing customer success support), but our ideal candidate will also have an immense impact on our entire customer success motion. They will help build it from the ground up, and their creativity and strategic thinking will be critical elements to Warmly’s continued success and growth.

Working alongside the Head of Customer Success, Head of Revenue, and CEO, the Customer Success Lead will inherit a broad set of customers as well as an existing customer success process at Warmly. The expectation will be for the Customer Success Lead to continuously re-evaluate all existing processes and, with their own creativity and expertise, take Warmly’s customer success motion to new heights.

The objective of the customer success team at Warmly is the retention of all customers by ensuring that they achieve their success criteria and realize value from Warmly’s platform. As the Customer Success Lead of this team, your role is to support our customers and to develop and implement strategies that will enhance Warmly’s customer success motion. You will be striving towards efficiency, scalability, and growth, and the desire to deliver exceptional customer experiences at scale will be your motivation to achieve outsized success and deliver outsized results.

What You Will Do

As Warmly’s Customer Success Lead, your responsibilities will include:

Serving as the point person for the post-sale engagement, retention, and growth of Warmly’s current and new customers Leading onboardings and implementations for new customers Supporting customers post-implementation along their journey to achieving value through Warmly Articulating Warmly’s sales and marketing motions and understanding each of our customers’ individual needs to be able to help them utilize Warmly most effectively Owning renewals and upsell opportunities for customers Developing Warmly’s entire customer success motion prioritizing efficiency, scalability, and growth Building and fostering relations with senior executives at our customer organizations Championing Warmly at all touchpoints Minimum Requirements You are right for this role if you meet the following qualifications:

3+ years of experience in GTM roles including customer success, sales, solutions, and revenue operations Experience working at an early-stage startup, ideally a sales-tech or marketing-tech company Proven track record of achieving targets and goals, preferably in a customer success or sales setting Ability to navigate conversations with C-suite executives and handle difficult situations with critical customers resulting in demonstrating resolutions Excellent analytical and communication skills Excitement to get into the weeds with managing customers but an eagerness to think creatively and grow into a customer success leadership position

Bonus Attributes

We are looking for the right person to uplevel our customer success motion. If you are an excellent candidate with qualifications above our minimum requirements, we want to hear from you and your pay will reflect your qualifications:

6+ years of experience in GTM roles including customer success, sales, solutions, and revenue operations 1+ years as a leader of teams those GTM roles Deep experience with revenue operations A strategic understanding of tools including HubSpot, Salesforce, Pipedrive, Outreach, Apollo, and Salesloft

Who You Will Work With

Get to know your coworkers! Your main teammates will be:

Ryan Beyer (Head of Customer Success and Finance Lead) Keegan Otter (Head of Revenue) Max Greenwald (Co-Founder, CEO) Carina Boo (Co-Founder, CPO) Sam Perkins (Business Operations Lead)

Pay and Benefits

We offer a competitive salary (properly reflecting professional excellence and years of experience) and a full suite of benefits:

🔥 Medical, dental, and vision insurance 🔥 Unlimited PTO 🔥 Goal-based environment (as opposed to grind-based or decree-based environment; we celebrate working smarter rather than harder; intelligently, not mindlessly). We collaborate on setting goals, but you set your own process for accomplishing those goals. You'll be entrusted with a lot of accountability, but with a commensurate amount of authority 🔥 Company-paid onsites (our whole team just went to Nashville together!) 🔥 Large home-office setup stipend 🔥 Extra company holiday every year focused on personal development (🟣🐮Day) 🔥 Coolest company swag ever

Check out Warmly's Employee Reviews on Glassdoor

We provide equal opportunity opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, or disability.