The opportunity:

Are you looking to accelerate your career growth by joining an early-stage company going after a massive market opportunity?

Visor is a fast-growing company simplifying how people work together. Our vision is to become everyone’s favorite place to collaborate on data from anywhere. Visor’s product looks like a spreadsheet so everyone knows how to use it. But it’s the world’s most deeply connected spreadsheet, making entirely new solutions possible.

The company was founded at Harvard. We’re backed by the same investors as Airbnb, Shopify, Zapier, Hubspot, and Warby Parker. We have thousands of users worldwide.

The role:

We are looking for an outstanding customer success manager to join our New York-based team and own our user support and success efforts. This role will involve about 55% management of the customer success hub (knowledge base, refining internal processes, running the customer advisory council, managing feedback, and communicating releases), 40% proactive customer relationship building, and 5% reactive responses to support requests. Our sales & marketing strategy focuses on principles of product-led growth, self-service onboarding, and low-touch. That means our customer success needs are primarily about helping users solve their problems and build great stories with their data.

We believe that customer success is as empathy-driven as it is solution oriented. That’s why we’re looking for a customer success manager who takes a human-centered approach and can deeply understand customer needs.

Within 3 months, you’ll be autonomously assisting customers via chat and Zoom support sessions, communicating outcomes to the rest of the team, adding and categorizing feedback to help guide the product team in prioritizing feature enhancements.

Within 12 months, you’ll have developed churn reduction plans, established strong relationships with high value users, and published heaps of valuable support content across various channels to empower our users to optimize their Visor usage and expand engagement across their teams.

Who you are:

  • Bachelors required
  • 2+ years of experience working on a Customer Success, Customer Support, or Sales team
  • Highly empathetic communicator who initially focuses on higher-level user needs before targeting in-the-weeds (in app) problem solving
  • An individual who asks great, clarifying questions
  • Intuitive product-sense — they can quickly learn a product fast enough to teach it
  • Very organized and holistic thinker
  • Highly collaborative as a proactive teammate
  • Proactive relationship-builder internally and with users

What you’ll be doing:

  • Building and expanding relationships with customers to help them achieve their goals in Visor
  • Collecting and organizing feedback from customer conversations and engagement reviews
  • Writing our internal customer success documentation to refine our repeatable process
  • Publishing public-facing customer success assets, including knowledge base articles, training videos, and blog posts
  • Develop customer advocacy resources to help our customers sell Visor internally, such as by producing slide decks, videos, and 1-pagers
  • Proactively report on customer success metrics with the goal of reducing churn rate / maximizing growth rate

What we offer:

  • Competitive salary
  • Generous equity
  • Health, Dental, and Vision insurance
  • Unlimited vacation days (with mandatory two weeks)
  • Generous budget for purchasing equipment to work from home
  • Semi-flexible work hours
  • Opportunity to work from home (and office, when we reestablish one)
  • Be a charter member of the founding team of a venture-backed company

Our culture:

We are passionate product builders who believe that today’s problems require a fresh perspective. We love our users and are deeply inspired by them. Our team culture values entrepreneurship, positivity, integrity, and continuous learning. We deeply care for one another and believe that the strength of the individual powers the strength of the group.

Our company mission is to improve the way the world works. That means we want to improve how our customers do their work, and we also want to have a positive impact on the broader community. We are committed to leaving the world a better place than we found it. We seek to build a team that wants to give back to our communities.

Location:

This is a New York City-based position with flexibility to work from home most of the time. We’re sorry, but we cannot consider fully remote candidates (those who live more than 250 miles away from New York City).

Equal employment opportunity:

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend only to apply when they check every box. So if you think you have what it takes but don't necessarily meet every point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.

At Visor, we believe in and are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

Eligibility:

At this time, we are only able to hire individuals who can work lawfully in the United States. We are not able to sponsor H-1B cases at this time or hire candidates without legal authorization to work in the United States.

Salary range:

We believe in providing transparency into our pay plans to help eliminate the salary gap. The following describes our expected compensation range for this position. In these annual figures, we include the value of the employee’s regular salary and discretionary bonuses. We do not include other parts of the company’s compensation package, including: equity & options, benefits such as healthcare, unlimited PTO, and budgets for travel & equipment.

Please note that we may be able to extend offers outside of this range in order to match a wider range of candidate experiences and skills. If you are more experienced and have salary expectations higher than this range, please reach out to see if we should continue the conversation.

Primary budgeted range: $75k - $125k

Band 1 - $75k-$100k: This is our main anticipated range for this position. Candidates who meet all or most of our criteria will be considered in this band.

Band 2 - $101k - $125k: Candidates will be considered for the upper end of our compensation plan if they meet some of the following additional criteria:

(A) have substantially more experience than required in the designated area,

(B) have a wider range of experience across other complementary roles,

(C) demonstrated capacity for leadership beyond the expectations of this particular role,

Please note that discretionary bonuses are subject to the terms and conditions of any bonus plan in effect at that time. The amount of such bonus, if any, will be determined at the sole discretion of the company and in no event will employees be eligible for, and employees will not earn or receive, any bonus if you are not employed on the date such bonuses are paid to company employees. You should note that the company may modify salaries and benefits from time to time as it deems necessary. The company reserves the right to amend or withdraw the discretionary bonus, at its absolute discretion.