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Customer Success Manager

Company: Ongo
Location: San Francisco
Posted on: February 10, 2024

Job Description:

What is Ongo?
Ongo is building the platform for reprogramming human behavior. We use code, content, and science to make the healthy choice the easy choice. We've built a range of beautiful, interactive mobile products that help health experts improve the reach and depth of the interactions they have with their communities.
With Ongo, an expert in the health and wellness space can build and grow their own digital subscription business - with their very own branded mobile app. The apps have top-notch functionality comparable with market leaders like Nike Training Club and Calm, but require no design or coding (power to the people!). We work with leading experts across categories of exercise, nutrition, sleep, mindfulness, relationships, addiction, and more.
We're backed by passionate investors who have built multiple billion dollar companies, and we're working with some of the leading experts in the world to empower people to reach their full potential. We're all excited about the opportunity to make a real and measurable impact on health!
What's the position?
Customer Success.
You will be joining as our first customer success hire. This is an opportunity to be part of the founding team and help us set the foundation for smart and caring service.
Own: You will be singularly responsible for:

  • Managing remote customer success team
  • Setting up customer success systems
    Assist: You will be involved, or collaborating with other team members on:
    • Business development & growth strategies
    • Customer development
    • Product feedback
      Impact Plan for this Role
      Within 1 month, you'll...
      • Take over management of current customer success tools
      • Review and familiarize yourself with the current Ongo customer success processes
      • Contribute feedback to the Ongo customer success processes
        Within 3 months, you'll...
        • Take ownership over new and existing customer success systems
        • Update Ongo customer success collateral as needed
        • Continue to crush monthly customer satisfaction targets
        • Work with our CEO to identify 1-2 key customer success needs you can fulfill in a larger context
          Within 6 months, you'll...
          • Manage additional customer success personnel & resources
          • Create customer success SOP's
          • Take on additional customer success responsibilities as we grow our team
            Within 12 months, you'll...
            • Become a leader of at least one team at Ongo
            • Contribute as a primary owner to at least 1 cross-functional goal at Ongo
              So who are you?
              You live a life of cheerful service, you care about your customers, and you were born to solve problems with a smile. You love helping people and seeing the impact on the whole business. And these experiences help, too:
              • Software: Experience with customer success software like Intercom or Hubspot is a plus (can be taught).
              • Customer Success: Experience managing customers (responding to issues, generating template responses).
              • Wellbeing: We're working with experts in health and wellness - familiarity and passion for personal development will help you understand our customers.
              • Social Media: Our customers include the world's top YouTube, Instagram, and TikTok health experts - being familiar with these platforms will help you to understand these customers and their users.
                What are the responsibilities?
                If you're chosen to join our team, you'll have the opportunity to build an exciting new customer success team from an early stage in a well-supported company. You will be driving high level decisions across our customer success pipelines, with a fair amount of hands-on opportunities to support products that actually help people lead healthier, happier lives.
                Are there benefits?
                You bet there are! You'll get competitive salary and equity. We're a health company, so we care about that stuff - you'll also get great medical and dental coverage. And we emphasize strong work/life balance - we'd be hypocrites not to!
                And there are plenty of opportunities for you to grow through conferences, training, and more. Plus you get to work with some great people

                #J-18808-Ljbffr

Keywords: Ongo, San Francisco , Customer Success Manager, Executive , San Francisco, California

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