Customer Success Associate / Junior Customer Success Manager (Remote, GMT ± 3h)

About SlideSpeak

SlideSpeak is revolutionizing how consumers and businesses create presentations with AI. Since launching just 15 months ago, users have built 8 million+ decks and we've doubled revenue every quarter—all while profitable and bootstrapped. Legacy slide software hasn't innovated in decades; our growth now depends on the exceptional people we hire.

We're a fast-moving startup where creativity meets impact, building the future of AI-powered presentation tools that empower businesses to streamline operations and achieve scalable growth

Key Responsibilities

As both a B2C and B2B company serving hundreds of thousands of users, this role offers an exciting and varied experience spanning B2B customer success, high-volume B2C customer support, product development, and growth initiatives.

This is a foundational opportunity to build customer success processes and systems from the ground up while growing alongside our rapidly scaling company- you'll have the chance to define best practices, shape our customer experience strategy, and evolve with us as we continue our explosive growth trajectory

Customer-Centric Engagement

• Engage directly with customers to gather feedback and conduct product demos, ensuring our AI presentation solutions meet their specific needs and use cases
• Lead comprehensive onboarding processes for new customers, ensuring smooth implementation and quick time-to-value with SlideSpeak's presentation tools
• Build and nurture long-term relationships with key stakeholders at customer organizations, becoming their trusted advisor for presentation and AI workflow optimization

Proactive Customer Support Excellence

• Take ownership of customer investigations: When customers reach out with issues, proactively investigate their accounts through comprehensive analysis of presentation history, uploaded documents, chat histories, usage patterns, and session recordings before requesting additional information
• Act as the voice of the customer by identifying recurring pain points and escalating critical issues to product and engineering teams, ensuring customer feedback directly influences product priorities
• Deliver personalized, human-centered support that moves beyond scripted responses to provide thoughtful, context-aware assistance demonstrating genuine investment in solving customer problems
• Transform frustrated customers into advocates using deep investigation skills and empathetic communication to turn challenging support situations into positive experiences

Data-Driven Success Strategy

• Analyze usage data from PostHog, database queries, and session recordings to derive actionable insights that drive product improvements and customer success outcomes
• Monitor customer health metrics and proactively identify at-risk accounts, developing and executing retention strategies to prevent churn
• Track and report on key customer success metrics including adoption rates, time-to-value, and customer lifetime value

Product Strategy & Customer Advocacy

• Champion customer needs in product decisions by participating in sprint planning meetings and working closely with engineering to resolve systemic issues and prioritize development cycles
• Extract actionable product insights by turning customer complaints and refund requests into detailed product improvement opportunities
• Suggest features based on customer insights and work closely with our Chief Customer Officer to review and refine product designs and priorities ensuring alignment with customer needs
• Contribute to strategic planning of the product roadmap, analyzing pricing strategies and exploring potential business deals that enhance customer value

Revenue Growth & Expansion

• Convert support interactions into retention and expansion opportunities by using deep understanding of customer usage patterns to identify upselling opportunities during support conversations
• Collaborate with the sales team on upselling and cross-selling opportunities within existing accounts to drive revenue expansion
• Develop strategic account plans that align customer objectives with SlideSpeak's product capabilities

Content & Knowledge Management

• Assist in content creation for product documentation and help articles to support users effectively and reduce support burden
• Develop customer success playbooks, best practices, and training materials for internal teams and customers
• Create case studies and success stories that showcase customer achievements with SlideSpeak

What You Bring

Required Experience & Skills

• 1-2 years of experience in Customer Success, Product Management, Management Consulting, Product Marketing, or similar customer-facing roles
• Proven track record of managing customer relationships and driving revenue growth in B2B SaaS environments
• Strong analytical skills with experience using databases and analytics platforms (PostHog, MixPanel, Google Analytics, or similar)
• Exceptional investigative and problem-solving abilities: Comfortable diving into databases, session recordings, and customer data to understand complex technical issues
• Empathetic communication skills: Ability to turn frustrated customers into advocates through thoughtful, personalized support interactions

Technical Proficiency

• Experience with customer support tools and CRM systems
• Comfortable navigating databases and extracting customer usage data
• Familiarity with session recording tools and customer analytics platforms
• Ability to understand technical product functionality (e.g. APIs) to provide effective support
• Comfortable spinning up AI systems using tools like MCPs

Interview proces

1. Initial Skill & Motivation Screening – CV & Application
2. Customer Success Case Study – Practical exercise (Video recording async)
3. Case Study Presentation & Skills Deep Dive – 60 minutes
4. Culture & Motivation Interview – 30 minutes with SlideSpeak leadership