Portfolio Company Jobs


Customer Success Manager



United States · San Francisco, CA, USA
Posted on Friday, October 21, 2022

About Burq

Burq started with an ambitious mission: how can we turn the complex process of offering delivery into a simple turnkey solution.

We started with building the largest network of delivery networks, partnering with some of the biggest delivery companies. We then made it extremely easy for businesses to plug into our network and start offering delivery to their customers. Now, we’re powering deliveries for some of the fastest-growing companies from retailers to startups.

It’s a big mission and now we want you to join us to make it even bigger! 🚀

We’re already backed by some of the Valley's leading venture capitalists, including Village Global, the fund whose investors include Bill Gates, Jeff Bezos, Mark Zuckerberg, Reid Hoffman, and Sara Blakely. We have assembled a world-class team all over the U.S.

We operate at scale, but we're still a small team relative to the opportunity. We have a staggering amount of work ahead. That means you have an unprecedented opportunity to grow while doing the most important work of your career.

We want people who are unafraid to be wrong and support decisions with numbers and narrative. Here’s a quick overview of what you will be doing:

Customer Success Manager

As the Customer Success Manager, you will own the end-to-end success for Burq’s key customers, take responsibility for revenue retention, growth, and overall customer satisfaction metrics. You will work alongside a team of talented individuals working together to transform the way businesses offer on-demand & same-day delivery. You will be part of an emerging team that is building a product to power millions of businesses with their delivery needs.

What You'll Do

  • Be the first Customer Success Manager on a growing team!
  • Provide strategic and operational support to our customers and facilitate new customer onboarding and management of the full customer lifecycle
  • Be the customer advocate and ensure every customer fully recognizes the ROI of Burq’s platform and solutions in their delivery operations workflows
  • Work closely with leadership to build strategic roadmaps for each client that defines how they should utilize Burq and identify future opportunities
  • Provide strategic support to our existing support team - implementing best practices, optimizing existing process, and reporting on critical customer metrics to leadership
  • Research and develop data-driven approaches to define and measure success criteria for strategic initiatives, track and report on client retention metrics (adoption, engagement, renewals, etc.)
  • Responsible for digging deeper into client pain-points and operational bottlenecks and proactively find ways in which Burq can fulfill these needs
  • Be the primary point of contact for our customers to ensure awareness of new product updates, assist with user adoption and training, and delivering the best possible customer experience

Who You Are

  • 5+ years of professional experience in a strategic customer support role - you’ve owned a book of business and have a strong understanding of the customer lifecycle, best practices, and post-sale adoption metrics
  • 1+ years of experience managing large, complex customer accounts
  • You are passionate about delivering the best possible customer experience - you possess a high-degree of empathy and have a natural curiosity when troubleshooting customer issues or finding new opportunities specific to their workflows
  • Excellent written and verbal communications - you can explain complex or technical concepts to customers in a friendly and approachable manner
  • Data-Driven: You love diving into the metrics and reporting to validate assumptions and track overall success in customer success and support
  • Have a go-getter attitude and thrive in the startup environment - you are not shy to experiment with new concepts and use data to validate the success of your designs
  • Previous experience with ticketing and support platforms, automated outreach tools, ticketing systems, and data analytics dashboard platforms (or strong interest to learn with an affinity for learning new tools)
  • Are highly organized and able to adapt to changing priorities

About the Team

Owners: We hire a smaller number of high-quality, talented individuals and trust their judgment.

Builders: We are a very early-stage startup, which means there is an endless amount of opportunity to build! We value transparency and cross-collaboration when trying out new strategies, testing new ideas, and giving/receiving feedback.

Velocity: We move fast and with intention. We believe in transparency across our team in order to maintain our velocity and ensure we are not losing focus on the company. mission and vision

Long-Term Thinking: As a small startup, there are endless opportunities that we can tackle in our industry. To ensure we effectively scale and continue to be a market leader, we keep our team focused on our critical initiatives, and provide every team member with full-autonomy over their work in order to meet our long-term goals.

Benefits: We believe in investing heavily in our employees, and provide the below benefits to our team members:

  • Competitive compensation packages, including salary and equity options
  • Remote-First work environment
  • Medical, Dental, Vision insurance
  • Learning and Development Stipend
  • Work-from-home Stipend
  • Generous PTO

Diversity, Equity, and Inclusion: At Burq, we value diversity and take providing our diverse workforce with an inclusive environment where everyone can thrive. We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, martial status, veteran status, or disability status.