Gigs – Customer Success Manager, Europe or US, Remote

Job Description

In short: Full-time, remote position in Europe or the US. Please only apply if currently residing in Europe or the US. Competitive salary, and stock options in the company. We are building a phone plan you’ll love.

😍 We are Gigs

• Gigs is a telecom as a service. We are building Stripe for SIM cards.
• Providing platforms with custom phone & data plans through an easy-to-use API in 200+ countries.
• For consumers, Gigs makes it super simple to subscribe to and manage a phone plan with a few clicks. A phone plan you’ll love to use yourself. Easy, transparent & global connectivity for your smartphone, smartwatch, or IoT device.
• See the immediate results of your work. Our large-scale integrations mean huge adoption within a short time. We obsess about the needs of our partners and their end customers to build a best-in-industry experience.
• We are backed by the investors behind Stripe, Dropbox, Airbnb, Facebook, Spotify & Plaid. As part of Gigs, you will have access to the teams, resources, and support from any company we work with. We count on a team of world-class advisors and investors that can help us in tricky situations.
• We completed the Y Combinator W21 batch and have further raised our Seed and Series A rounds with USA-based investors.

🔧 The position

• We are looking for a CS generalist to help carry out all elements of the customer function. You will be the first CS manager at Gigs and will be offered the chance to play a key role in the development of the function.
• You will help build and maintain existing customer relationships and will understand and promote our customers’ goals in relation to their use of Gigs.
• You will help grow the usage of Gigs and advise on, and coordinate, expansion into new verticals and jurisdictions by existing customers.
• You will own and negotiate existing customer contract renewals.
• You’ll provide exceptional support to swiftly resolve our B2B customer concerns, issues, and requests. You will act as the pivot between the customer and other departments within Gigs, escalating and passing on requests as necessary.
• You will think in terms of scale, understanding, and anticipating where documentation, automation, and process can be used to help our partners at volume – whether improving the product, producing guides, how-to videos, automated emails, knowledge base articles, or anything else to make it easier to serve our growing customer base.
• You will help to gather testimonials and other collateral from customers to be used for marketing.
• You’ll work closely with our Head of Customer Success to scale the after-sales customer management, partake in operations and help build a fast-scaling software company. We already have thousands of US users live and hundreds of thousands queued.
• Over the next few years, we will continue to grow the CS team and you will be at the forefront of that growth.

👟 About you

→ We know that perfect candidates don’t exist. Even if not all of this applies to you, we’d love to learn more about you. 🦄

• You have 2+ years of experience in Customer Success or Account Management at a B2B or SaaS tech company.
• You’re great with people. Managing customer relationships can be stressful, especially when things are not working as expected. You should be able to de-escalate a situation and not take an individual’s opinion or mood personally.
• You’re a commercial thinker. You are focused on growth, happy negotiating renewals, and comfortable working with, and tracking, commercial KPIs like NRR, GRR, and ARR.
• You care about the customer experience. You are invested in ensuring our customers’ success. Your focus is on delivering value and ensuring Gigs has a business impact.
• You’re a problem solver. You love solving customers’ problems and can show initiative and lateral thinking to find solutions to unusual issues.
• You look to unblock inefficiency. You look at the entire operation along the B2B2C value chain and find ways to leverage efficiencies for our partners. You figure out where processes can be improved (internal and external) and where things could break. And fix it yourself or with our engineers.
• You love to challenge the status quo and solve problems incrementally. You understand that building a product our partners want involves trying things, including some which don’t scale. You understand that the most effective results often aren’t immediately perfect but come from solutions that have been iteratively developed.
• You enjoy engaging the team. This means the high involvement of all team members across all functions within Gigs and our partners.
• You love learning technologies as you go. You always want to find the right tool for the job and don’t only follow what you already know.
• You’re fluent in English.

🌱 Our offer

• Competitive salary based on experience.
• 28 paid vacation days per year (PTO).
• Generous stock options: We want everybody to be a true owner in Gigs (tax-free until exercised).
• Free phone and data plan
• Flexible working hours: Early riser? Night owl? Need to pick up your kids and finish up later? You can discuss and organize with your team to work out what works best for you.
• Get your perfect setup: Mac, Mechanical Keyboard, Plugins, IDE. We are flexible and cover whatever you need to do the best work of your life.
• A workplace built for remote-first work: We are building Gigs as a remote-friendly company. Take, own, and implement decisions to build Gigs from scratch. You can join us in Berlin, or work from wherever you like. If you are based in Berlin, you can work from our office, or from the comfort of your home.
  • Gigs Pads: Our collection of beautiful homes around the world, for when you need a work-cation getaway.
  • Gigs Republic: Our semi-annual sunny offsite, a time for us to all come together ****for great food, lots of laughter, and leisurely activities.

🤔 Our process

The starting date is as soon as possible. However, we are willing to wait for the right candidate. And will do everything to accommodate your needs.

You’ll walk through four stages:

1. Get to know each other: We use this to pitch Gigs and get you excited to join. We’ll also use this chance to see whether both our expectations align.

2. Case study: This case study challenges how you would deal with our stakeholders. As well as how you’d grow Gigs over different time horizons without budgets.

3. Meet the team: You’ll get to meet our other team members. We value team fit above everything else. This also gives you the chance to see whether you’d enjoy working with us.

4. Final conversation: Hermann and you are going to chat more about the position, what you value, what you took away from the interviews so far, and whatever is on your mind.

We are mindful of your time: Going through all stages can be done within one week. Once you’ve passed them all we will extend a formal offer.