Soff · 18 hours ago
Customer Success Manager
San Francisco, CA, US
Full-time
Onsite
Mid Level
3+ years expSoff is the AI agent workforce for the physical world, bridging the gap between data intelligence and industrial execution. As the first Customer Success Manager, you will ensure customers derive value from the product, managing relationships and facilitating onboarding, training, and support.
B2BManufacturingSupply Chain Management
Responsibilities
Own the entire relationship with assigned clients, including gathering requirements, onboarding, account configuration, implementation, training, adoption, retention, satisfaction, even delight
Establish customer relationships as a trusted advisor to help ensure the continued value of Soff’s products and services
Develop and maintain customer-success strategies and best practices to accelerate customer time to value with our product. Interface with customer support resources and provide top-level support and white-glove service to onboard new accounts as-needed
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings
Maintain and report on existing customer success metrics and data
Champion a culture of customer love in the company
Work closely with the Sales department to ensure seamless transition into the Soff client base
Provide prioritized customer feedback to product and engineering
Do whatever it takes to help our customers and Soff succeed
You will own the implementation of new accounts, including project planning, managing onboarding and trainings, building relationships, configuring accounts and relaying issues to product & engineering
You’ll be the day-to-day primary contact for assigned accounts. You will build trust and rapport with our customers, consulting with them to overcome issues, identify efficiencies, and explore product requests to achieve their automation goals
You will lead the rollout and communication of new products and features to our customers, and play a leading role in getting adopting of new features and providing feedback to engineering on how to improve product
You will analyze customer data to identify opportunities to improve, focusing on increasing customer NPS and decreasing time-to-value
You’ll have opportunities to pick up miscellaneous growth work: facilitating offsites, tradeshows, case studies, partnership announcements, and other sales, partnerships, and strategy materials/events
Qualification
Required
3+ years of experience in customer success or related field
Ability to own the entire relationship with assigned clients, including gathering requirements, onboarding, account configuration, implementation, training, adoption, retention, satisfaction
Establish customer relationships as a trusted advisor
Develop and maintain customer-success strategies and best practices
Communicate effectively with both internal and external senior managers
Maintain and report on existing customer success metrics and data
Champion a culture of customer love in the company
Work closely with the Sales department for seamless transition into the Soff client base
Provide prioritized customer feedback to product and engineering
Ability to analyze customer data to identify opportunities for improvement
Professional, warm communicator in both writing and verbally
Extremely organized with the ability to juggle competing considerations
Thrives in ambiguity and adapts to rapid changes
Product and technical orientation with the ability to learn the product in and out
Preferred
Anything it takes mentality
Attention to detail and following processes
Growth mindset
Service orientation
Experience in a startup environment
Benefits
Healthcare, dental, vision coverage.
Company
Soff
Soff is a supply chain OS that unifies data and automates core workflows for manufacturing companies.
2-10 employees
Funding
Current Stage
Early StageTotal Funding
$0.5MKey Investors
Y Combinator
2024-09-25Pre Seed· $0.5M
Recent News
The Philadelphia Inquirer
2026-01-25
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