The Opportunity:

Do you crave more impact in your role? Are you looking to accelerate your learning by joining an early-stage company going after a massive market opportunity?

Visor is a fast-growing company simplifying how people work together. Our product looks like a spreadsheet, but it syncs both directions with other data sources. It’s designed for people of all skill levels. There are no other products on the market that make it this easy to work in a spreadsheet with data from CRMs, project management software, and more. Our vision is to become the default place where people work together with information from everywhere.

Thousands of users love our innovative product, and we’ve received substantial backing from world class investors. Now, we are rapidly expanding our team to pursue the massive opportunity in front of us.

The company was founded at Harvard. We’re backed by the same investors as Airbnb, Shopify, Zapier, Hubspot, and Warby Parker. Users from Blackstone, Amazon, Doordash, and dozens more have given Visor hearty acclaim.

Your role on our team will include substantial equity. You will be asked to think and act like a founder, and you will be treated as an owner.

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.

Visor is an equal opportunity employer. We are committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation or veteran status.

The Role:

You will oversee our customer relationships through the entire lifecycle. This includes pre-sale touchpoints, solution exploration, and ongoing post-sale engagements. This role also includes strategic work, ranging from scaling up our support systems to synthesizing product feedback.

We’re building a fully self-service product that does not require a sales team. But great human-to-human experiences are still an important part of our customer lifecycle. Beyond just responding to inbound support requests, you will be responsible for identifying high-value users of the product and proactively building authentic relationships.

Community-building is an important goal for us, and you’ll be our lead team member on this initiative. You’ll be responsible for running a customer council program and engaging our customers on whatever platforms make sense.

Upon joining, you’ll assume day-to-day responsibilities for assisting users who submit requests for help via in-product chat or support tickets. You’ll also begin building out additional online self-service content, including videos and articles. Within three months, you’ll be taking on strategic projects to scale our support infrastructure, including what software and tools we use. By your six month, you’ll be building and nurturing our customer communities. And within the year, you’ll be helping scale and manage a growing support & success team.

Ideal candidates will be able to connect with customers on a deeper level, building lasting relationships that lead to mutual assistance. We’ll be helping our customers build solutions with Visor, and they’ll be providing us with feedback to improve our product.

In addition, ideal candidates must be able to keep themselves organized without being asked. It’s important for us to document our customer interactions so we can learn from them.

You Will:

• Establish ongoing non-transactional relationships with our most valuable customers to help them succeed (ideally with Visor, but more generally we want to help our customers grow)
• Guide customers through their process of exploring, adopting, and expanding Visor within their organization — including helping them set up their first proof of concept
• Provide prompt, friendly, and helpful support to incoming customer support requests through all our platforms (chat, email, tickets, community forums, social media)
• Reliably log your customer engagements to our CRM so our product team can analyze customer requests and feedback
• Review and catalog product feedback to influence product decisions
• Plan and execute projects to reduce the amount of human support our customers need
• Launch our online user community and drive customer advocacy via our forum (coming soon), product review sites, and social media
• Write and update knowledge base articles to address common user needs
• Record and publish product tutorial videos to help new customers learn the ropes
• Develop materials to help our champion users explain the value of Visor to their colleagues

You Are:

• Able to work across a broad scope of responsibilities, including responsibilities of a customer success manager, product marketer, and product manager
• Familiar with sales processes and methodologies (while you won’t be directly asking customers to upgrade, it’ll help you to understand how a sale happens)
• Comfortable working with constrained resources of an early-stage company
• Expertly proficiency with written, verbal, and presentation skills
• Technically savvy enough to understand Visor’s sophisticated product
• Able to record and publish your own screencast videos
• Able to learn quickly about Visor’s customers and our competitive marketplace
• Curious to learn more about Visor’s problem domain and become an expert in our competitive landscape
• Open to incorporating feedback from all members of the team
• Detail-oriented. To prove it, please include a sentence in your cover letter referencing this line and include this word: meticulous.

You Have:

• At least 4 years of experience, including experience in sales and customer success roles
• Familiarity with Atlassian’s Jira product (or other product management software)

You’ll get these benefits:

• 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
• Flexible to work-from-home (even after it’s safe to return to an office)
• Be a charter member of the founding team of a venture-backed company

Location:

This is a New York City-based position with flexibility to work from home indefinitely.

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.