Customer Success Manager

At Delve, our customers love us because we move quickly and actually care about their whole company succeeding. We continually go the extra mile with stellar customer support, and we’re looking for people who can come in and make our CS even better. Backed by Insight Partners, General Catalyst, Y Combinator, and top-tier investors, we just raised our 32M Series A and are scaling quickly!

We need a Customer Success Manager who'll own the client relationship post-sale. Your #1 metric: maximize platform usage and compliance completion rates. You'll be the face of Delve, making customers successful and setting us up for renewals and expansion.

You'll focus on three key motions:

• Onboarding: Guiding customers to first value quickly

• Adoption: Driving ongoing engagement and platform usage

• Renewal & Growth: Proactively surfacing wins and expansion opportunities

At Delve, our Customer Success team lives by these principles:

• Always Have the Last Message - Whether it's a thank you, a thumbs up, or a reaction, always provide closure to customers.

• Don’t Be Afraid to Go the Extra Mile - Take things off customers' plates whenever possible. Send them donuts if they just announced their fundraise. Help them respond to their customers’ security questionnaires.

• You're Always Championing Delve - Keep a positive tone about our company in every interaction. Your goal is to win renewal and upsell trust.

• Show ROI Regularly - Reinforce why they made the right choice with Delve and quantify the time/money we're saving them.

• Run effective onboarding calls to help companies get set up on the Delve platform

• Respond to customer messages within 5 minutes

• Work with teams from the fastest-growing companies (Lovable, 11x, Bland)

• Conduct regular check-ins to showcase value and identify expansion opportunities

• Proactively check in with accounts to drive usage

• Make sure the entire team sees the value Delve is providing

• 2+ years in customer-facing roles at SaaS companies

• Strong organizational skills and meticulous follow-through

• Ability to build relationships with founders and executives

• Great judgment on when to handle issues independently vs. when to escalate

• Experience defusing unhappy customers while maintaining boundaries

• Startup DNA: you thrive in ambiguity and put in the hours needed

• Excellent written and verbal communication

• Problem-solver who takes initiative without being asked

• Positive attitude that makes customers feel they made the right choice with Delve

Nice to have:

• Technical fluency (i.e. configuring AWS, security stack conversations)

• You're looking for a strict 9-5 with fixed hours

• You aren't comfortable in a stressful environment during peak product usage hours