Location: Koala is all-remote, with roughly Central Time working hours.
The Role
At Koala, our customers are the heart of our business. Our founder and CEO has personally overseen all aspects of customer success until now. As our customer base continues to rapidly grow, we have too many ramping customers to keep up with, and need to bring on our first dedicated Customer Success Manager. Enter: you!
We’ve seen firsthand that Customer Success is what powers an entire business transformation for our largest and most complex customers. By bringing expertise and best practices, we find our customers typically go from Koala being used in one initial team, to the entire organization: from SDRs and AEs, through Customer Success and up to the CEO.
By delivering white-glove support and a world-class customer experience, you'll ensure the happiness and retention of our existing customers, while playing a pivotal part in shaping our entire go-to-market strategy.
About Koala
Koala is building the modern sales stack. For too long, the backbone of some of the most valuable companies on the planet have been held together by a few Salesforce reports, one Looker dashboard and a series of color-coded spreadsheets.
Koala provides a single pane of glass for GTM orgs to prioritize the companies they pursue, conduct deep research on those companies, and successfully multi-thread into the buying committees within those companies. And that’s just the start!
In early 2024, Koala graduated from founder-led sales and we exploded revenue 5x by layering on a sales lead motion. Next we plan to take Koala from a hot startup, to a world class Go-to-Market organization.
Where you come in:
- Our customer base is rapidly growing and we need someone to put infrastructure in place to ensure these customers become wildly successful with Koala
- We are looking for a builder who is excited by the prospect of helping shape the onboarding playbook and design the GTM maturity model we’ll lead our customers through
- You must be a customer success guru: you should have a passion for working with Go To Market teams, understand the technology ecosystem & landscapes, and have a unique POV of the biggest problems those teams face in the next 24 months
- It should excite you to build at the ground level while having ambitions to eventually grow the CS function at Koala
On any given day you might find yourself:
- Onboarding new customers onto the platform, ensuring they get immediate value and a fast start
- Rapidly & confidently go from the challenges sales leader & sales reps encounter in their day-to-day workflows; down to how we can solve for those challenges holistically, as well as specifically
- Partnering with the founding team to find the sharp edges in the platform as customers start & iterate their workspaces, and relay that feedback to help drive Product <> Customer Feedback Loop
- Manage relationships with our most strategic and complex customers, and use your detective skills to understand what future functionality will move the needle most for them
- Be the first point of contact for Business Tier customer support requests over Slack, triaging them to the appropriate person
- Pressure test Koala as its main user & use our platform to its fullest capacity, you should love discovering how to grow customers and want to dig into the data to discover what are the signals that a customer is ripe for an upsell
To thrive in this role, you’ll need:
- The desire to seriously uplevel your career and jump-start your path to becoming a future CS leader
- Be excited to enter an ambiguous environment, be adaptable to constant change
- Become a product expert, nobody should know the platform better than you, you should be teaching the founders new ways to use the tool that they had not previously thought of
- Ability to coordinate with GTM leaders to retain & expand the Koala customer base
- Can speak confidently about the challenges sales leader & sales reps encounter in their day-to-day workflows
- Possess an enthusiasm for working as part of a team and an ability to partner successfully with cross-functional peers such as product, engineering, customer success, finance etc.
- Data driven, quick learner, agile
Apply
Email us at [email protected] with your LinkedIn + resume and a brief explanation of why you're excited about working with Koala.