Customer Success Manager

What is Avo?

Today’s successful businesses have the best user experience, and rely on analytics every day for product and go-to-market strategy. While there are plenty of customer analytics solutions out there, you can talk to any data analyst and they’ll tell you how managing analytics releases is a complete and utter pain. There’s immense overhead in planning, implementing and verifying analytics releases with every product update—with manual tracking plans. And even when teams throw days into that overhead, they still release bad event tracking data, with inconsistent and duplicate events, discrepancies between platforms, missing properties, inconsistent property types etc. All of this causes data people to hate their jobs and it causes companies to mistrust their data, or worse, make wrong decisions.

It’s time to change that.

Avo is the leading analytics planning and governance solution for event based analytics. Avo brings data people together with product managers and product engineers, enabling teams to collaborate to ship faster without compromising data quality.

We are a team of skilled product builders and data scientists, experienced in building successful consumer products and shaping high performing data cultures. We have solved this problem before at scale at QuizUp (100m users, backed by Sequoia and Tencent) and have now built Avo to solve this for the rest of the world. Avo is used by leading product organizations—such as Patreon, DeliveryHero, Doodle, Adobe, CultureAmp, Fender—and integrates with today’s best data tools—such as Segment, Rudderstack, mParticle, Mixpanel, Amplitude, etc. Read how Patreon went from spending 3-4 days on every analytics release to 30-60 minutes using Avo. We are passionate about building outstanding tools for data professionals, developers and product teams, so they can ship products fast without compromising data quality.

We are supported by world class investors that we admire, including Y Combinator, GGV and Heavybit.

What will I be doing?

• Build the foundation: While the whole team engages in our customers’ success, you will have outsized ownership and impact. As the first Customer Success Manager at Avo you will be the only full-time team member dedicated to Customer Success. This is an opportunity to shape and spearhead how that looks at Avo and grow with the role. You’ll work closely with the Founders and the entire team to make strategic decisions that lay the foundations for our customers’ success. You’ll build and communicate your process, identify opportunities for improvement, and build our Customer Success brand and culture, so we can attract more talented people to our company as we scale.

• Be hands on and get stuff done: You will be hands-on and get impactful stuff done. You’ll advise on best practices and provide technical guidance to analysts, product managers, and product developers adopting Avo. You’ll proactively give constructive feedback on customers’ data design, workflows, adoption, etc. You’ll work with customers and the Avo team to prepare and facilitate training & enablement sessions. You’ll write guides and prepare presentations for customers that are sometimes one-off but with the objective to build a library of material we can publish to serve our customers at scale.

• Make customers (more) successful: Your primary objective is to help our customers be (more) successful. You’ll be our customers’ biggest advocate at Avo. If something is broken or not working as expected you’ll surface internally how that's impacting the customer experience, and ultimately retention, and strategize on how we can improve. You’ll work hands-on with larger customers, and less hands-on with smaller customers. You’ll develop and ensure success of strategies around how new customers roll out Avo and how existing customers expand Avo into other parts of their org. You’ll maintain a deep understanding of the product and ensure customers are aware of relevant features, use cases and adoption opportunities. You’ll advise customers on strategic and practical levels for building better data cultures.

• Manage and communicate customer overview: You will build and maintain a qualitative and quantitative overview of our customers’ success, with the objective to identify and act on expansion opportunities, adoption delays, and churn risks. You’ll identify trends and opportunities in customer adoption blockers and work with customers and the internal product team to improve, including translating customer usage and feedback into actionable insights and product ideas.

• Build and manage relationships: You will get the opportunity to work with some of the most inspiring data and product leaders in the industry, because Avo’s customers are front runners in building data cultures. You will develop long-term customer relationships that inspire people to continue to work with Avo, even through their change of roles or employers. For key accounts you’ll manage regular check-ins and quarterly and annual strategic business reviews for alignment of objectives and outcomes and to facilitate successful renewals. You will navigate stakeholder changes and ensure a successful handover to a new champion on the customer’s side, whether that’s because they’re going through a company restructure or an Avo advocate leaves the customer’s team.

Who are we looking for?

• Builder that makes stuff happen: Strong appetite for making things happen and figuring things out.

• Move fast: As an early stage startup, we need to strike a balance between moving fast and sustainably. We think the best way to do so is to minimize scope, prioritize ruthlessly, and learn fast through rapid and clear decision making. Sometimes that means doing seemingly mundane things that don’t scale; sometimes it means reserving time to proactively build solutions to scale.

• Enjoy supporting others’ success: Appetite to empower other people’s missions through knowledge sharing, relationship building and strategic thinking.

• Sense of business priority: The Customer Success function manages relationships and priorities for multiple customers. That means: Work through competing priorities, identify and drive high leverage actions, and help influence our customers’ priorities to set them up for long term success (which is synonymous to ours).

• Technically proficient: Comfortable learning new technologies to be able to believably consult our customers, who are technical and incredibly smart. It might mean the opportunity to play with setting up a dbt transformation, explore implementing a new analytics SDK in code to understand the intricacies, dive into technical docs for a new data tool to be able to consult on how it works with Avo.

• Comfortable navigating change management: Our customers’ priorities or stakeholders may change (e.g. during reorgs or a change in strategy). We want them to work with someone who enjoys the challenge of finding the right person and strategy to move things forward and getting a new stakeholder up to speed and excited.

• Clear communicator: Quickly and efficiently articulate clear written and spoken communications, internally and customer-facing.

What do I get?

• Structured compensation: We don’t believe your compensation should be based on your ability to negotiate, when that’s not at all what everyone specializes in. So we make sure salaries are benchmarked and normalized based on your role, level, and location.

• Equity: It’s important to us that all Avo team members can feel invested in the company’s success, so everyone has equity.

• Paid time off: We want you to take at least 24 days off per year

• Generous parental leave

• Private medical insurance where your government doesn’t handle that for you. Including dental and vision.

• 401k contributions, matching 4%.

• Budget for home office or co-working space

• Top-of-the-line equipment: Budget for choosing the equipment that makes you productive.

What is it like to work at Avo?

Below are some of the things that shape our culture.

• We share Core Virtues as a team. Our virtues represent our values that we transmit into our culture and day-to-day work. If you like these, you may enjoy working with us. (And if you don’t like them, please tell us what we’re missing in our thinking!)

• World-class team: Join a high-performing, fast-moving, international startup backed by world-class investors, including Y Combinator, GGV and Heavybit.

• Respectful & diverse culture: A company culture with mutual respect, passion for transparency and inclusion, all hands on deck, and a sense of shared responsibility.

• Work from anywhere: Avo is remote-first and async-first and has been since we finished Y Combinator in 2019. You can be based anywhere in the US, Iceland or Europe, or even in all those places. We maintain availability for synchronous comms and fast decision-making from 3-5pm GMT. We strive for clear written communication that drives fast resolution.

• Respect for focus time: We have meeting free days, are async first, and communicate accordingly.

• Regular team offsites: We all meet somewhere in the world regularly (we all met in Iceland in March)—when COVID allows —with carbon offsetting for work travel with Project Wren

• Opportunity to learn and grow: We are a team that cares about continuous improvement for ourselves and our company, and love helping each other learn and grow.

• Early at a growing team building something new: We are a small team that work tightly together. Joining our journey early, you'll have an opportunity to be hands-on and shape not just our business, but the company and culture: who we work with, and how we work together.

What is the interview and hiring process like?

Not sure you meet 100% of our qualifications? Have an untraditional background? Apply anyway!

There are many roads leading up to being a Customer Success Manager. Our team is already a mix of self-taught and formally educated people. Don’t self-select out!

You’ll answer questions that relate to this role in a written form. After the application deadline, all answers will be anonymized, randomized and then reviewed by a panel of reviewers. In order to prevent bias we will not look at your CV until your answers have been anonymously reviewed and the shortlist has been drafted. Read about our commitment to hire talent of diverse backgrounds.

If you are shortlisted, we’ll invite you to the next step, which will include a project (that we don’t expect you to spend more than an hour or two on) and three 1h interviews designed to understand whether we’re the right fit for each other at this moment—including a reverse interview where you’ll get to ask us what you want know. We can group those together into one session or distribute over different days. Also, we love receiving and giving feedback, so you'll be able to see how well you performed at each stage of the application process.

Expected duration of this application process is 6-8 weeks. (But hopefully faster )

Avo pledges to be an organization that reflects the globally diverse audience that our product serves. We believe that in addition to hiring the best talent, a diversity of perspectives, ideas, and cultures leads to the creation of better products and services. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.