Customer Success Lead
16 Minutes ago • 3 Years +
Customer Service
Job Description
We are seeking our first Customer Success Lead to maximize user engagement with Shortcut, the world's first superhuman Excel agent. This role involves working directly with customers to understand their needs, translating insights for product and engineering teams, and driving adoption. You will be the voice of the customer, identifying patterns, and helping iterate at startup speed in a high-impact role at the intersection of customer empathy, analytics, and product feedback.
Good To Have:
- Hands-on experience with analytical tools like PostHog.
- Background in financial services, investment banking, FP&A, or other analytically intensive domains is highly valued.
Must Have:
- Build relationships with Shortcut’s top users and enterprise teams to ensure successful onboarding, adoption, and expansion.
- Conduct deep-dive sessions to understand customer use cases and share best practices for maximizing value.
- Translate customer feedback into clear, prioritized insights for the product and engineering teams.
- Develop and refine onboarding materials, guides, and training resources to scale success.
- Monitor key usage metrics to identify power users, churn risks, and opportunities for new features.
- Partner with product and growth to test new workflows, gather feedback, and validate feature hypotheses.
- Champion the customer internally, ensuring every Shortcut update moves the needle for real users.
- 3+ years of experience in customer success, product operations, or solutions-oriented roles.
- Deep empathy for users; you love understanding how people use tools to get work done.
- Strong analytical instincts: comfortable interpreting dashboards, user data, and engagement trends.
- Excellent communicator, ability to distill customer feedback into clear product insights.
- High ownership and bias for action: you don’t wait for direction, you create momentum.
Perks:
- Small, elite team of ex-founders, researchers from top AI Labs, top CS grads, and engineers from top companies.
- True ownership, shipping meaningful work within weeks rather than months.
- Serious momentum, well-funded by top investors, moving fast, and focused on execution.
- Generous salary, with additional benefits to be discussed during the hiring process.
About the Role
We’re looking for our first Customer Success Lead to help our users get the most out of the world’s first superhuman Excel agent: Shortcut.
In just a few months Shortcut has grown to thousands of paying users, from individual analysts to large enterprise teams, all using AI to transform how they work in spreadsheets.
You’ll work directly with customers to understand their goals, workflows, and pain points — then translate those insights into actions for our product and engineering teams. You’ll be the voice of the customer inside Shortcut: identifying patterns, driving adoption, and helping us iterate at startup speed.
This is a hands-on, high-impact role for someone who thrives at the intersection of customer empathy, analytics, and product feedback loops.
What you'll do
- Build relationships with Shortcut’s top users and enterprise teams to ensure successful onboarding, adoption, and expansion
- Conduct deep-dive sessions to understand customer use cases and share best practices for maximizing value
- Translate customer feedback into clear, prioritized insights for the product and engineering teams
- Develop and refine onboarding materials, guides, and training resources to scale success
- Monitor key usage metrics to identify power users, churn risks, and opportunities for new features
- Partner with product and growth to test new workflows, gather feedback, and validate feature hypotheses
- Champion the customer internally, ensuring every Shortcut update moves the needle for real users
Qualifications
- 3+ years of experience in customer success, product operations, or solutions-oriented roles (startup or SaaS experience preferred)
- Deep empathy for users; you love understanding how people use tools to get work done
- Strong analytical instincts: comfortable interpreting dashboards, user data, and engagement trends
- Excellent communicator, ability to distill customer feedback into clear product insights
- High ownership and bias for action: you don’t wait for direction, you create momentum
Bonus
- Hands-on experience with analytical tools like PostHog
- Background in financial services, investment banking, FP&A, or other analytically intensive domains is highly valued
What makes us interesting
- Small, elite team of ex-founders, researchers from top AI Labs, top CS grads, and engineers from top companies
- True ownership You will not be blocked by bureaucracy, shipping meaningful work within weeks rather than months
- Serious momentum We're well-funded by top investors, moving fast, and focused on execution
What we do
- Ship consumer products powered by cutting-edge AI research, and
- Build infrastructure that facilitates research and product, and
- Innovate cutting-edge research that will open up new consumer product forms
The Details
- Full-time, onsite role in Menlo Park
- Startup hours apply
- Generous salary, with additional benefits to be discussed during the hiring process
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