Customer Success Manager

About Soff

Soff is the AI agent workforce for the physical world. We bridge the gap between data intelligence and industrial execution. By deploying a specialized workforce of AI agents orchestrated by a central intelligence, we give enterprises the power to automate mission-critical tasks with absolute precision.

Starting with Sales.

Soff evolves with every transaction, turning operational friction into a competitive edge so sales teams stop firefighting and start growing the company.

About the Role

You will join our team as our first hire Customer Success Manager. You’ll be working closely with the whole team - founder, engineers, ops - to ensure our customers get value quickly and are widely successful with our product. You'll be the glue between customers and engineers.

• Own the entire relationship with assigned clients, including gathering requirements, onboarding, account configuration, implementation, training, adoption, retention, satisfaction, even delight
• Establish customer relationships as a trusted advisor to help ensure the continued value of Soff’s products and services
• Develop and maintain customer-success strategies and best practices to accelerate customer time to value with our product. Interface with customer support resources and provide top-level support and white-glove service to onboard new accounts as-needed
• Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
• Maintain and report on existing customer success metrics and data
• Champion a culture of customer love in the company
• Work closely with the Sales department to ensure seamless transition into the Soff client base
• Provide prioritized customer feedback to product and engineering
• Do whatever it takes to help our customers and Soff succeed

What you’ll do

• You will own the implementation of new accounts, including project planning, managing onboarding and trainings, building relationships, configuring accounts and relaying issues to product & engineering
• You’ll be the day-to-day primary contact for assigned accounts. You will build trust and rapport with our customers, consulting with them to overcome issues, identify efficiencies, and explore product requests to achieve their automation goals.
• You will lead the rollout and communication of new products and features to our customers, and play a leading role in getting adopting of new features and providing feedback to engineering on how to improve product
• You will analyze customer data to identify opportunities to improve, focusing on increasing customer NPS and decreasing time-to-value
• You’ll have opportunities to pick up miscellaneous growth work: facilitating offsites, tradeshows, case studies, partnership announcements, and other sales, partnerships, and strategy materials/events

What we want

• Anything it takes mentality. Together, we do what it takes to make our customers happy.
• Sweats the details. You pay attention to small things, and follow processes to deliver consistent experiences
• Growth mindset, constantly looking for ways to improve
• Service orientation. You care deeply about making customers happy, and feel pain when they don’t
• Professional, warm communicator. You’re the face of the company. In both writing and verbally, you show up warm and competent
• Extremely organized. You have a natural ability to juggle a lot of competing considerations.
• Thrives in ambiguity. We’re a startup. Many things change, pretty dramatically, very quickly
• Product and technical orientation. You’re not a coder, but you learn the product in and out, and you have a technical aptitude that allows you to communicate effectively with product and engineering

Why Join Soff?

• We're growing massively and are backed by Silicon Valley's best investors (Y Combinator, General Catalyst, etc.)
• Ownership & Autonomy - Take full ownership of projects and ship fast.
• Top-Tier Compensation - Competitive salary + equity in a high-growth startup.
• Comprehensive Benefits - Healthcare, dental, vision coverage.
• Work With the Best - Join a world-class team of engineers and builders.

If you've read until here, send me an email with your favorite song 😊

1. No Leetcode :)
2. 30min vibe check
3. One-day in-person session
4. Offer