Customer Success Lead

About Burq

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

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 Lead

The Customer Success Lead will play a critical role in ensuring our customers' success, from onboarding to ongoing relationship management. This is a very hands-on, high-impact position that combines strong leadership with a deep understanding of customer needs and a keen grasp of operational metrics. You'll manage customer success across both SMB and enterprise accounts, driving engagement and retention through robust processes and proactive support. This role is for someone who thrives in a fast-paced, B2B SaaS environment and can handle both strategic and tactical responsibilities.

Requirements

• 5+ years of experience in a customer success or account management role, ideally within B2B SaaS companies.
• Strong experience working with SMB and enterprise accounts.
• Experience in API integrations, customer onboarding, and utilizing platforms like HubSpot for customer management.
• Strong analytical skills with the ability to interpret data and drive decision-making.
• Has worked a Product Manager role previously.
• Excellent communication skills and the ability to engage and build relationships with both customers and internal teams.
• Deep understanding of retention metrics and how to use data to drive customer success.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Preferably worked for a tech start up previously.

Some of the responsibilities

• Lead the onboarding process for new customers, including API integrations, dashboard setup, and ensuring the right delivery companies are activated based on their specific needs.
• Collaborate with sales teams to duplicate deals in HubSpot and ensure proper transitions from sales to customer success.
• Utilize data to identify at-risk customers and implement corrective actions.
• Build and implement processes that ensure the effective delivery of customer success and a seamless onboarding experience.

Benefits

Investing in you

• Competitive salary
• Option to work fully remotely or in-person
• Medical, dental and vision insurance
• Reimbursement for educational courses

Generous Time Off

At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.