US - Remote; US - Houston, TX

About Thread

No one wants to feel like just another number—especially when they need help with an urgent issue at work.

But, in a world where we can connect with family, friends, our favorite brands, and sometimes even celebrities on-demand, most service providers still ask users to drop what they’re doing, look for contact information, and choose one of two support options: bad, or worse. Either call a 1-800 number and sit on hold, or email help@turnitoffandonagain.com and wait for a reply.

At best, the user’s real-time request for help turns into [Ticket: #####] in the queue; and, in an industry where service is the product, the provider signals quite clearly which customer will always matter most: “Next in line.”

At Thread, we’re on a mission to help IT service providers turn users’ worst workdays into moments of magic. We’re a VC-backed startup built by high-performance technologists with fundamental passion for service. Our heroes are people who feel most alive when doing what they’re great at in service of other people*.* We believe every thread is a call to adventure, and nothing delights us more than helping our partners deliver delightful service experiences that brighten user journeys.

The future of B2B service delivery is collaborative. Join us in shaping it.

The role

The Customer Success Manager is a key member of Thread Magic Inc.’s Customer Success team, responsible for onboarding new IT Managed Service Provider partners and helping them become lifelong, loyal advocates of our product, Thread.

Your mission is to help Thread partners and their end customers experience service magic and recognize the value of service collaboration. You will help our partners experience delight throughout their onboarding journey, from their initial moment of value realization to adoption, loyalty and advocacy.

In this role, you will play an integral role in the future of Thread, a fast-growing software company that focuses on building a fun, collaborative experience for our customers. We are launching a self-serve onboarding initiative this year that you will be instrumental in helping formalize and develop. You will also help shape the future of our Customer Success organization by helping to define the cohort-based onboarding process through learnings from working directly with partners. This role represents a great opportunity to grow your career in a fast-growing industry at an exciting and dynamic startup that is focused on building fun and engaging collaborative software.

What you’ll do:

• Build and foster an engaged and excited community of MSPs through leading live, group-based onboardings.
• Act as our partners’ champion - turning customers into promoters.
  • Own and manage partner relationships from the point of sale through successful onboarding.
  • Conduct proactive outreach and individually collaborate with our Partners to help them experience service magic and find delight in our product.
• Work closely with product and design teams to organize and groom partner feedback so that we can make meaningful improvements to Thread that will positively impact partner and customer time to value.
• Work closely with growth teams to identify and capitalize on partner expansion opportunities.
• Develop self-serve help articles and video content to help partners achieve time to value at scale.
• Develop measurements to help understand the impact of successful onboarding.
• Be responsible for the success of partner onboarding through loyalty and advocacy.

What you should have:

• 2-3 years' experience in a customer facing role (Success, Support, etc.)
• Experienced at fostering and engaging a vibrant community of advocates.
• Empathetic champion of the Partner/Customer
• Excellent communication skills
• A natural teacher
• Driven desire to go the extra mile
• Comfortable on camera

Bonus points for:

• 2-3 years' experience in a Customer Success role at a SaaS company
• Experience using, managing or implementing Customer Success platforms such as Arrows.to or ChurnZero
• Experience working in or with IT Managed Service Providers
• Social media presence and willingness to promote Thread content

Thread is an equal opportunity employer. We aim to create an environment where every team member at Thread feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.