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!
The Role
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
Our CS Values
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.
What You'll Do
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
Who We Need
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)
Not a Fit If
You're looking for a strict 9-5 with fixed hours
You aren't comfortable in a stressful environment during peak product usage hours