Shortcut is hiring a

Customer Success Manager


About us:

Based in New York but fully distributed, Shortcut builds project management software for software and product teams that people actually want to use - just ask an engineer how they feel about Jira. Thousands of the fastest-growing software companies use Shortcut to plan and build software, including Glossier, Venmo, Dataiku, Scale AI, FullStory, LaunchDarkly, and others. 

What you’ll do:

As our Customer Success Manager, you’ll play a key role in making sure our customers succeed, incorporate Shortcut into their day-to-day, and ultimately become raving fans. From monitoring your customers’ metrics and identifying patterns/early signals so you can be ten steps ahead to support them, to consolidating customer feedback to provide Product with tangible examples that accompany customer requests, you'll do everything possible to provide value to every single client.

  • Own client relationships—drive engagement & adoption and foster enthusiastic, passionate customers
  • Manage customer satisfaction, retention, and expansion
  • Establish a trusted relationship with each client and drive continuous value of our products
  • Create and execute success plans for each customer to drive adoption
  • Partner with clients’ key stakeholders to uncover business pain and strategic mapping of’s value
  • Proactively identify and lead team process improvements

You should have:

  • 3+ years of relevant work experience
  • Demonstrated ability to onboard, support, and engage customers 
  • Proven track record of delivering high customer satisfaction, advocacy, and loyalty
  • Excellent verbal and written communication skills
  • Previous B2B SaaS and enterprise software experience
  • Creative, resourceful, detail-oriented, and well-organized
  • Proven ability to thrive in an early stage GTM and sales organization where systems, processes, and technologies are still being developed
  • Intellectual curiosity for all things sales, marketing, SaaS, PLG and development tools
  • Desire to grow and develop through regular feedback and coaching
  • Tenacity to overcome obstacles

Extra credit (nice to have):

  • Going above and beyond to provide an exceptional customer experience
  • Self-starter and team player who thrives in a fast-paced, high growth environment

Even if you don't meet all of the requirements listed, we still encourage you to apply. Job requirements are a wishlist, not a checklist, and we're happy to help the right candidate grow into this role - if you're excited about Shortcut, we're excited about you!

What we offer:

  • Compensation: A competitive salary in addition to meaningful equity in the company - you should be able to take ownership of what you’re helping to build.
  • Benefits: Health, Dental, and Vision insurance, FSA, OneMedical, Teladoc, Health Advocate, 401(k), commuter benefits
  • Work-life balance: A flexible open vacation policy, in addition to 10 company holidays, 5 sick days, and 3 “Dot Days” (our term for bonus days off), community (volunteer) PTO, 12 weeks of fully paid parental leave. We also observe 40 hour work weeks without the expectation of after-hours or weekend work.
  • Learning and development: A $2,000 annual stipend to use toward conferences, educational courses, books, membership fees and more
  • WFH: We are a fully remote company, and we provide all the equipment you need to work from home in addition to an annual WFH stipend.

Target salary for this role based on experience: $90,000-$150,000 on target earnings (OTE) annually based on market segment+ target equity + benefits (including medical, dental, vision and 401(k))

At Shortcut, we embrace the different backgrounds, perspectives, and experiences our team members bring to the table.  As a proud Equal Opportunity Employer, we welcome all applicants and teammates regardless of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by applicable law. If you need assistance or an accommodation due to a disability, please contact us at [email protected].

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