Founding Customer Success Manager

North One is looking for a Founding Customer Success Manager to join our high performing team 🚀. We are a remote-first, venture-backed startup at the heart of the FinTech movement and we’re  reshaping financial services and banking for small businesses across America. We are backed by some of the best VCs in the world and are solving important problems. 

Our product & mission

North One is a business banking and financial management platform for small businesses across America. We don’t stop at being a faster, easier and simpler version of a bank - we’re focused on creating better financial outcomes for our customers by changing the definition of what a bank can do.  We’re building a digital finance department for every small business in America with our business bank account as its foundation. 

Our mission is to build a connected business banking and financial management platform that lets anyone run a successful small business. Our team believes deeply in the transformative power of entrepreneurship and wants to democratize taking ownership of your economic independence.

Our team

We ❤ our customers.  As our Founding Customer Success Manager, you’ll work with our world-class Customer Operations team. Reporting to our Chief Customer Officer, you’ll be joining a team who have helped build companies like Chime, Twitter, Instacart, E-Trade, McKinsey, Etsy, eBay and more. 

We’re a team of A-players who are all-in on solving big, important problems. Feeling it?

REQUIREMENTS

The skills required for this role - 

• You have 3 to 5 years experience in Customer Success and/or Community Management at a technology startup.
• This is not an Enterprise Customer Success role. Your book of business will consist of many hundreds of our best SMB customers. Your job will be to provide them with incredible service, help them find immediate value in North One and upsell them into new products and services. At the same time, you’ll also be building and iterating on the Customer Success playbooks that drive revenue and retention across your customers. If that mission energizes you, read on! 
• You’re experienced in providing premium service to your customers, which often includes wearing many hats. You’re used to getting on the phone, troubleshooting, providing detailed product walkthroughs and providing advice on how to best use your product. 
• You have experience building, running and iterating on upsell and cross-sell playbooks.
• You have experience with SMBs is a must; preference for businesses with less than 25 employees.
• You’re used to working cross-functionally on the daily with customer support, product, engineering and marketing teams.
• You have excellent verbal and written communication skills; you can confidently speak to new and experienced customers.
• You have experience working with data and BI tools like Looker, MixPanel (or the like) to pull and organize customer insights.
• You have experience working in Intercom and HubSpot.
• You’re self-motivated, proactive, have an owner mentality and a deep desire to win.
• You're naturally curious about many topics, both at work and outside of it.

Bonus points - 

• You cut your teeth in Customer Support or Community Management.
• You have experience with Pocus.
• You’re regularly using ChatGPT or other AI-assisted tools to hone your craft.
• You come from a family of small business owners.

BENEFITS

As a valuable member of North One’s team, you’ll get:

• Family coverage of top-tier health/dental benefits: Get the right coverage for what matters most.
• Remote-first work: You decide where you work. You can work from home, visit one of our in-person hubs, or work while you travel.
• Professional development budget: Enjoy an annual budget to deepen your expertise
• Powerful gear: We’ll make sure you have the right tech to do your best work.
• The compensation package for this role at North One is $80,000-$100,000 CAD + performance bonus. 

Few people have been trained for this sort of role, and research shows that women and people from underrepresented groups are less likely to apply if they haven’t satisfied every requirement. If you are this close to what we’ve described, but aren’t sure, apply. Let’s figure out together if this is where you could shine.
North One is proud to be an equal-opportunity employer and celebrates diversity. We welcome all applicants regardless of race, colour, gender, age, religion, sexual orientation, disability status or national origin.