About the role
Customer Success helps teams move their working day onto Clexerl Go. Most customers arrive with a spreadsheet, a shared inbox and three tools they half-trust, and the job is to get their scheduling, tasks and contacts into the workspace without breaking the things that already work. Success here means a team that trusts the agents and still makes its own calls.
The role carries feedback in both directions. What a team struggles with goes to the product group with evidence, and what the product team plans to change goes back to the customer with an honest date. Customer Success also works with the Integrations group when a connector fails in front of a customer, and it reports on adoption to the parent company's go-to-market team.
What you’ll do
- Run onboarding for new teams, from data import and calendar connection through to the first week of agent use.
- Hold weekly check-ins with account owners, and track adoption against an agreed plan for each team.
- Write clear escalation notes for engineering, with reproduction steps, affected accounts and the workaround in use.
- Collect feedback from usage data and conversations, and log each request with a theme and a count.
- Help teams set up approval rules and permissions, so that agents act only where the team has agreed.
- Prepare renewal reviews that show what changed for the team, including hours saved and where the workspace still falls short.
What you’ll bring
- Experience in customer success, account management or implementation for software used by teams every day.
- Comfort explaining technical behaviour, such as sync delays or permissions, to people who are not engineers.
- A structured approach to onboarding plans, risk registers and adoption metrics.
- Working knowledge of spreadsheets, CRM tools and basic SQL for pulling usage reports.
- Experience communicating calmly and directly with frustrated clients, and following up on what was promised.
Nice to have
- Experience with productivity, calendar or project management software, including its common migration problems.
- Background in B2B SaaS with agent or automation features, and a sense of where users get anxious about them.
- Familiarity with data privacy questions from customers, such as retention, subprocessors and access controls.
- Experience running a customer advisory group or a beta feedback programme.
Work you might take on
- 01
Build an onboarding playbook for teams migrating from shared spreadsheets, covering import checks and a two-week adoption plan.
- 02
Create a feedback theme tracker that links each customer request to usage data, so the product team can see its scale.
- 03
Design a health score for team accounts from adoption, approval activity and support tickets, and test it against past churn.
- 04
Write a template for escalation notes that engineering can act on in one read, and measure how often it is used.
Compensation
$120K – $180K
The US base salary range for this role. Every offer also includes equity in Clexerl and, when it spins out, in the venture you help build. We tell you the reasoning behind your number.
Benefits
Health, fully covered
Medical, dental and vision for you and your dependants, premiums paid in full.
Two kinds of equity
Equity in Clexerl, plus a stake in the venture you help build when it spins out.
22 weeks parental leave
Fully paid, for every parent, however your family arrives.
Rest that sticks
Flexible time off with a four-week minimum we actually check on, plus a company-wide week in December.
Learning and compute
A yearly budget for courses, conferences and books, and compute credits for side projects.
401(k) with a 4% match
Matched from your first paycheque and vested immediately.
How we hire
Apply 5 minutes
Send links to what you have built and a few lines on why this role. No cover letter needed.
Intro call 30 minutes
A conversation with the hiring manager about the work, the team and what you want next.
Work sample 2–4 hours
A paid take-home or a pairing session on a real-shaped problem. You pick the format.
Studio day One day
Meet the team, go deep on your work and ours. Remote or in person.
Offer Within 5 days
A written offer with the full range, the equity and the reasoning behind both.
Opens an email with a short template. Links beat résumés.