About Us 

Laika (heylaika.com) combines software with expert support to help B2B SaaS companies manage security compliance, security audits, and enterprise procurement security diligence. We help companies design stage-appropriate controls, obtain infosec certifications/audits, stay compliant with regulations, and build trust with enterprise customers for whom security is a fundamental “must have” requirement. 

We were founded in May 2019 and recently raised our Series B funding from top VCs, including JP Morgan, PayPal Ventures, Canapi and Bain Capital. Our customers and revenue are growing dramatically, and we are poised for breakout growth in 2022. 

About the Job 

We’re looking for a tech savvy Customer Success Manager with a drive for building relationships and finding solutions. As a founding member of our Customer Success Team you’ll be working with other awesome tech startups engaging with their founders and leadership teams. Your sphere of influence will include maintaining customer relationships, networking, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. You’ll be asked for your insights on client-to-business interactions, how you think we can improve the customer experience through product support, and how best to handle customer complaints and requests. 

Our Customer Success Manager must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Manager will engage with customers, maximize value, and create strategies to grow our customer base. 

Key Responsibilities 

• Own post-sales relationships with our existing and new customers with contributions to growing ARR (annual recurring revenue) 
• Help improve customer experience through data analysis 
• Contribute to tutorials and communications 
• Maximize customer retention 
• Aid in innovative product design and development 

Key Skillsets / Knowledge Requirements 

• Detail oriented with strong organizational skills 
• Ability to handle multiple priorities 
• Demonstrated leadership qualities 
• High computer literacy and ability to learn new software 
• Passion for service 

Educational Requirements and Career Experience

• 2-6 years of experience in a customer facing role
• Startup SaaS experience

Compensation 

• The salary range for this position is $81,000 - $120,000 plus 20% bonus
• Immediate access to healthcare, dental, and vision 
• Early equity in a fast-growing company 
• Hybrid work from home model (or remote) 
• Unlimited PTO 
• $800 stipend for home office equipment 
• Quarterly wellness stipend 
• Paid courses and certifications
• Free Spanish language lessons from our teammates in Costa Rica! 

#remote 

Equal Opportunity 

Laika provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Even if you feel you don’t meet every requirement, consider applying! Laika acknowledges the research which shows that women and people of color are less likely to apply for jobs when they don’t meet all of the stated qualifications. However, we’re looking for authentic innovators to blaze new trails and you just may be the right person for this or another role.