Founding Customer Success Manager

Founding Customer Success Manager @ RedRob

(Hybrid, NYC)

About Redrob

For startups and small businesses, one meaningful connection can change everything. Whether it's hiring a game-changing candidate, securing the perfect investor, or closing a high-value deal, the search process is often slow, expensive, and overwhelming.

That's why we built People Search GPT-an AI-powered search engine that scans 700M+ profiles to instantly deliver refined, verified contact lists using natural language. No complex filters, no endless scrolling. Just type who you're looking for, and Redrob provides direct emails, phone numbers, social links, and AI-powered insights at a fraction of the cost of traditional platforms.

We go beyond search with tools like video introductions, incentive payments, and AI-driven outreach, helping businesses book real meetings effortlessly.

Role Overview

As the Founding CSM, you will take ownership of guiding product-led growth (PLG) users on a freemium model toward converting to the fully paid product. You will proactively ensure users derive maximum value from the product while addressing customer questions from paid users promptly. This is a hands-on, high-impact role within a small, motivated startup team. A key piece of our success will be building this function to scale, so we're hoping that this person will be able to build out infrastructure and hire a team under them later in the year.

Why This Role is Unique

• Disrupt an Outdated Industry: Be part of a startup tackling the inefficiencies of traditional recruitment, outbound sales prospecting and professional networking with cutting-edge AI.
• High-Impact, Early-Stage Role: As our first U.S.-based Customer Success hire, you'll have the opportunity to shape our customer strategy, influence product direction, and work closely with leadership.
• Fast Internal Growth Trajectory: We see you owning the function as an individual contributor for a few months, but building out a team under you as we scale our post-sale needs before the end of 2025.
• Flexible Hybrid Setup: Balance remote work with in-person check-ins at our NYC office in 1 Penn Plaza (2-3 times per week). We prioritize productivity over physical presence.

Your Responsibilities

• Take extreme ownership of the entire customer success function, encompassing both support and success.
• Develop, implement, and scale a nimble, strategic customer success framework that supports high volumes of accounts at scale (we had 800 new users sign up in the past 1.5 months!).
• Guide PLG users from freemium to fully paid models by proactively driving adoption, engagement, and utilization.
• Respond to customer inquiries efficiently, maintaining high standards for support governed by SLAs and customer queues.
• Collaborate cross-functionally with Product Marketing, Sales, Engineering, Product and other teams as a strong voice of the customer's experience with the product.
• Actively monitor user interactions to prompt engagement through in-product messaging.
• Continuously analyze customer feedback to improve the user experience and product adoption.

Qualifications

• Proven track record of building and scaling high client volume customer success functions in a startup environment, especially 0-1.
• Proficiency in building out clear customer communications copy and templates.
• Experience guiding users within a PLG framework from freemium to paid.
• Strong hands-on approach with a passion for building efficient systems over 1:1 "white glove" interactions with clients.
• Proactive mindset, with experience driving customer engagement and adoption through a variety of mediums and touch points.
• Some experience in customer support or response deliverables governed by SLAs and managing customer queries through tiered queues.
• Strong problem-solving skills, leadership abilities, and experience working cross-functionally.
• Deep passion for the company's mission and growth opportunities.
• Cross-functional leadership is a plus.
• Sales experience is a plus.
• Commercial, SMB, MM client experience are a plus.
• Located in New York City.

Compensation and Benefits

• Base Salary: $90,000 - $120,000 annually
• Commission: $140 - 170k OTE, commission based on conversions and retention

Perks

• Health, Dental, and Vision Insurance
• 401K options (4% company match)
• Commuter Benefits
• Unlimited Paid Time Off

Interview Process

30-Minute Recruiter Screen (Virtual)

First Round: 30-Minute Head of Ops Interview (Virtual)

Second Round: 30-Minute Head of Sales Interview (Virtual)

Third Round: Take Home Assessment Review (Virtual or In Person)

Fourth Round: 45-Minute CEO Interview (Virtual)