User Success Manager

Summary

Join GoodParty.org as a remote User Success Manager and ensure candidates have a seamless experience with the platform. You will create educational content, address inquiries, and improve operations using AI. Responsibilities include supporting new users, building relationships, managing communications, using AI tools, partnering with other teams, creating support materials, monitoring user activity, and driving user satisfaction metrics. The ideal candidate has 3+ years of experience in customer success, excellent communication skills, problem-solving abilities, and experience with CRM and customer support systems. Bonus points for experience building user success functions, creating educational content, and having a background in politics or democracy reform. GoodParty.org offers a remote work environment, comprehensive health benefits, unlimited PTO, a 401(k) program, and an individual learning and development budget.

Requirements

• You have 3+ years of experience in customer success, preferably within an SMB or consumer SaaS organization
• You’ve worked at an early or mid-stage technology startup on a small team
• You have excellent communication and interpersonal skills, with the ability to convey complex information clearly and empathetically
• You're a strong problem-solver with a proactive approach to identify and address user needs
• You’re on the cutting edge testing the latest technology and AI tools that help scale the user success function
• You’re systematic in everything you do, such as implementing new procedures, resolving user issues, organizing tickets, and interfacing with product, engineering, and QA to drive product improvements
• You make technology accessible and have patience for users at all levels of proficiency. You’re a friendly face who can write and record educational content, FAQs and tutorials that help users confidently navigate the product
• You thrive working at the startup speed that our mission demands
• You’re strongly skilled with CRM and customer support systems (we use HubSpot Service Hub Enterprise)

Responsibilities

• Support new candidate users post-conversion , ensuring they understand and can confidently navigate GoodParty.org ’s platform and resources throughout their user journey
• Build and maintain meaningful, supportive relationships with users by understanding their campaign goals and providing scalable solutions. Serve as a voice of the user internally
• Own all incoming communications and routing across all platforms, including email, social media channels, and Circle. Where needed, assign issues to internal SMEs and track resolution timelines
• Use AI assistant tools and AI-generated drafts to accelerate responses. Launch and refine support chatbot with live chat option for user communications during staffed hours
• Partner with product, engineering, and QA to resolve issues, ensure smooth feature releases, and improve our offerings
• Create and update support materials (FAQs, tutorials, videos, guides) that empower users to self-serve and learn
• Monitor user activity, proactively reach out to offer help and guidance to turn potential roadblocks into success stories
• Own and drive user satisfaction metrics. Leverage data-driven insights to measure impact and continuously optimize user experience

Preferred Qualifications

• You’ve built out the user success function from scratch at a startup
• You have experience creating educational content for consumers
• You’ve got experience studying, working, or volunteering in politics, civics, or democracy reform
• You’re sick of sitting on the sidelines watching our democracy fail to meet its potential

Benefits

• Innovative Bitcoin denominated deferred bonus plan, allowing you to have the amazing upside of being in a startup while working on a truly meaningful mission
• Work where and how you like, on a fully remote team spread across the country
• 100% coverage of health, dental, and vision benefits for you and your dependents
• We encourage you to take time off to recharge and have an unlimited PTO (sick and vacation) policy
• 401(k) program available so you can contribute toward retirement savings (no employer match)
• Individual learning & development budget to fund your growth
• We’ll make sure you’ve got what you need to work remotely through our workspace setup stipend
• If you work from home, we give $50/month to help with your internet and other expenses