Position Summary
We're hiring our first Customer Success Manager to be the face of Raylu and make our product indispensable to customers. You'll own the full customer journey - from first login to daily power user - while living at the nucleus of the company as the bridge translating customer insights into product improvements.
Responsibilities:
- Onboarding & Trial Conversion: Quickly educate teams on Raylu, understand their workflows deeply, and tailor the product to solve their specific research problems.
- Metrics & High-Touch Customer Engagement: Set up dashboards and be obsessed with customer activity. Reach out when engagement drops or when customers need guidance to use the platform effectively. Anticipate customer needs and deliver product updates, new features, and solutions before problems arise.
- Product Expertise & Roadmap Influence: Master Raylu best practices. Synthesize customer feedback into clear product requirements that shape our roadmap.
- Expansion & Growth: Drive renewals and account growth by quantifying value delivered and identifying expansion opportunities across customer accounts.
- Customer Success Foundation: Help build the CS function from scratch - creating repeatable processes, playbooks, dashboards, and operational frameworks that scale as we grow. Work directly with Partnerships, Sales, and GTM.
Who You Are:
Experience:
- 2-5 years in: customer success/account management at a hyper-growth B2B startup or finance in PE or VC, consulting, or
Mindset & Skills:
- Customer-centric with strong product sense: deeply understand how investors think and operate, grasp their workflows quickly, and translate needs into clear requirements
- Scrappy, resourceful, and action-oriented: structure ambiguous problems, pick things up quickly, juggle multiple initiatives, and deliver results in a fast-paced environment
- Live at the intersection of technical and non-technical: comfortable learning AI/LLM tools, becoming a product expert in prompt engineering, and translating between customer needs and engineering teams
- Excellent communication and relationship-building skills with the ability to work professionally with executives, managers, and analysts alike
- Revenue-minded: comfortable discussing expansion and contracts while always prioritizing customer value
Nice to Have
- Prior experience building Customer Success processes or programs from 0→1
- Obsessed with startup/funding/financial news, deep familiarity with private market investing workflows and sourcing strategies
Logistics:
- Compensation: $140K - $190K salary, $50K-100K equivalent in new hire equity (4 year vest)
- Location: New York City. We are a fully in-office team working out of Midtown Manhattan Monday through Friday. We allow for WFH days when anyone is traveling, but we do not allow for permanent remote work.
- Benefits:
- Generous health, dental, and vision insurance
- 401k with 3% automatic contribution (no vesting)
- Paid Lunches
- Wellness and Citi Bike benefit
