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Customer Success Manager

About Sunset

Sunset helps tech startups shut down. We’re the 1-stop shop for dissolutions, handling all the legal, tax, and operational burdens that go into winding down. We make sure founders and investors avoid penalties, reduce liabilities, and can immediately move on to what's next.

In 1.5 years, we’ve helped over 175+ Venture-backed startups shut down, are generating millions in revenue, and raised $1.5M from some of the world’s best entrepreneurs and investors.

About the role

As a Customer Success Manager, you'll guide tech startups through the complex process of shutting down. You'll be the primary point of contact for clients, coordinating with our legal and tax teams to ensure smooth closures. This role demands exceptional communication skills to simplify complex subjects for various stakeholders, strong project management abilities to handle multiple shutdowns simultaneously, and a proactive approach to executing tasks and resolving issues.

This role is for you if:

  • You’re a clear communicator: You are polished, professional, and can clearly communicate and simplify complex situations to founders, lawyers, investors, and tax professionals

  • You’re incredibly organized and have high attention to detail: You excel at project management, ensure no tasks fall through the cracks, and that all deadlines are hit.

  • You’re excited about our mission. Sunset’s mission is to help founders move on. Our entire aim is to make this painful process significantly easier and give them the space to figure out what’s next.

This role is not for you if:

  • Early-Stage: You’re not interested in early-stage startups

  • NYC: You don’t live in NYC or want to move to NYC

  • Office: You don’t want to work in person, 5 days a week

  • Transactional: Although we build meaningful relationships with our clients, these are time-bound engagements that are not long-lasting.

What success looks like in this role

  • Own a full roster of clients (30+)

  • Efficiently manage the entire dissolution process, end-to-end, while maintaining a high NPS score and fast response times

In the first 6 months, you’ll:

  • Learn: Immerse yourself in everything Sunset, our customers, and the dissolution process. You’ll gain a comprehensive knowledge of our products, services, and industry landscape.

  • Practice: Within the first 2 months, you'll begin owning 3-5 dissolution projects from kickoff to completion, with the support of a team member.

  • Own: By the 3-month mark, you'll take full ownership of the entire dissolution process for 10-25+ clients.

Average salary estimate

$70000 / YEARLY (est.)
min
max
$60000K
$80000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Sunset

At Sunset, we're on a mission to help tech startups gracefully navigate the complex world of shutdowns, and we're looking for a passionate Customer Success Manager to join our New York team! In this role, you'll become the guiding light for founders, helping them simplify the legal, tax, and operational burdens of shutting down their ventures. Your knack for clear, engaging communication will be essential as you work closely with various stakeholders to ensure smooth closures. If you thrive on organization and detail, you’ll excel in managing multiple dissolution projects simultaneously while ensuring nothing falls through the cracks. You'll collaborate with our dedicated legal and tax teams, making the process easy and straightforward for our clients. We’ve built a remarkable reputation, helping over 175+ venture-backed startups in just 1.5 years, and your role will be pivotal in maintaining our high standards of efficiency, responsiveness, and client satisfaction. Plus, you'll get to be part of a vibrant culture focused on helping founders move forward after a challenging chapter in their entrepreneurial journey. If you're excited about building meaningful relationships, driving impact at early-stage startups, and working in NYC, then this might just be the perfect opportunity for you!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Sunset
What are the responsibilities of a Customer Success Manager at Sunset?

As a Customer Success Manager at Sunset, your primary responsibility will be to guide tech startups through the intricate dissolution process. You'll serve as their main contact, coordinating closely with our legal and tax teams to ensure everything runs smoothly. This involves managing multiple clients and projects at once, where your exceptional organizational and communication skills will shine.

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What qualifications do I need to apply for the Customer Success Manager position at Sunset?

To qualify for the Customer Success Manager role at Sunset, you should possess strong communication skills, project management expertise, and a keen eye for detail. We value individuals who are organized, proactive, and are passionate about our mission to help founders transition smoothly after closing their startups. Additionally, prior experience in customer success or project management in a startup environment is a plus!

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What does success look like for a Customer Success Manager at Sunset?

Success for a Customer Success Manager at Sunset is defined by your ability to manage a full roster of 30+ clients efficiently. You'll need to oversee each dissolution process end-to-end, maintaining a high Net Promoter Score (NPS) and ensuring quick response times to keep clients satisfied. Your ability to foster trust and manage expectations will be crucial.

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What should I expect during the first six months as a Customer Success Manager at Sunset?

In your first six months as a Customer Success Manager at Sunset, you’ll focus on learning about our products and services as well as fully immersing yourself in the dissolution process. You’ll begin taking ownership of 3-5 projects within the first two months and gradually increase your responsibility to manage 10-25+ clients by the three-month mark.

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Is the Customer Success Manager role at Sunset a remote position?

The Customer Success Manager role at Sunset is not a remote position; we value in-person collaboration and require candidates to work in our New York office five days a week. This setup allows for a dynamic working environment where you can build meaningful relationships with both clients and colleagues.

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Common Interview Questions for Customer Success Manager
What strategies do you use to manage multiple client projects effectively?

In managing multiple client projects, I rely on prioritization and organization. I often use project management tools to track deadlines, progress, and dependencies. Regular communication with clients also helps ensure I’m aligned with their needs, allowing me to address issues promptly.

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How do you handle difficult conversations with clients during a dissolution process?

When approaching difficult conversations, I maintain empathy and transparency. I ensure the client feels heard, explain the situation clearly, and provide actionable solutions. My goal is to build trust while guiding them through the process, making it as positive as possible.

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Why do you want to work as a Customer Success Manager at Sunset?

I’m drawn to the Customer Success Manager position at Sunset because I believe in the mission of helping founders transition smoothly after shutting down their startups. I value making a positive impact during challenging times, and I am excited about the opportunity to make what can be a painful experience much easier for our clients.

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Can you give an example of how you've handled a tight deadline?

In a previous role, I was tasked with managing multiple project closures simultaneously, with a particularly tight deadline. I broke down the tasks into manageable pieces, delegated responsibilities effectively, and communicated frequently with stakeholders, ensuring we met all deadlines without compromising quality.

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Describe a time when you provided exceptional customer support.

In a situation where a client faced unexpected complications, I took the initiative to step in and provide personalized support. I worked diligently to address their concerns, coordinated with the necessary teams, and made sure they were kept updated throughout the process, which ultimately resulted in a very grateful client.

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What do you understand by Customer Success in a startup environment?

Customer success in a startup environment means focusing on outcomes and relationships while navigating rapid changes. It involves proactive engagement, ensuring our solutions genuinely address clients' needs, and adapting to feedback to continuously improve the service experience.

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How would you prioritize tasks when managing several client projects?

I prioritize tasks based on urgency and overall impact on the clients' timelines. I utilize a matrix to evaluate which projects require immediate attention versus those that can wait, adjusting as needed based on client interactions and any changes in their priorities.

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What tools or methods do you use for project management?

I frequently use project management tools such as Trello or Asana to keep track of tasks and deadlines. Additionally, I employ checklists and calendar reminders to ensure nothing slips through the cracks, along with regular check-ins with the team to align on progress.

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How do you ensure that you are continuously learning in your Customer Success role?

I am committed to ongoing professional development. I regularly attend webinars, participate in industry forums, and seek feedback from peers and clients. This keeps me current on best practices and allows me to apply new insights to improve my approach.

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What makes you a good fit for the Customer Success Manager position at Sunset?

I believe my combination of strong communication skills, organizational prowess, and commitment to client satisfaction aligns perfectly with the demands of the Customer Success Manager position at Sunset. I’m truly passionate about supporting startups through challenging times, and my experience in related fields makes me well-equipped to contribute to your team's success.

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Founded in 1898, Sunset Magazine has long covered all aspects of life in the Western United States, focusing in particular on travel, food & drink, home design, and gardening. Based in the Los Angeles area, Sunset is owned by the private equity fi...

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Full-time, on-site
DATE POSTED
December 28, 2024

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