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About SlideSpeak SlideSpeak is revolutionizing how consumers and businesses create presentations with AI. Since launching just 15 months ago, users have built 8 million+ decks and we've doubled revenue every quarter—all while profitable and bootstrapped. Legacy slide software hasn't innovated in decades; our growth now depends on the exceptional people we hire. We're a fast-moving startup where creativity meets impact, building the future of AI-powered presentation tools that empower businesses to streamline operations and achieve scalable growth Key Responsibilities As both a B2C and B2B company serving hundreds of thousands of users, this role offers an exciting and varied experience spanning B2B customer success, high-volume B2C customer support, product development, and growth initiatives. This is a foundational opportunity to build customer success processes and systems from the ground up while growing alongside our rapidly scaling company- you'll have the chance to define best practices, shape our customer experience strategy, and evolve with us as we continue our explosive growth trajectory Customer-Centric Engagement • Engage directly with customers to gather feedback and conduct product demos, ensuring our AI presentation solutions meet their specific needs and use cases, • Lead comprehensive onboarding processes for new customers, ensuring smooth implementation and quick time-to-value with SlideSpeak's presentation tools, • Build and nurture long-term relationships with key stakeholders at customer organizations, becoming their trusted advisor for presentation and AI workflow optimization Proactive Customer Support Excellence • Take ownership of customer investigations: When customers reach out with issues, proactively investigate their accounts through comprehensive analysis of presentation history, uploaded documents, chat histories, usage patterns, and session recordings before requesting additional information, • Act as the voice of the customer by identifying recurring pain points and escalating critical issues to product and engineering teams, ensuring customer feedback directly influences product priorities, • Deliver personalized, human-centered support that moves beyond scripted responses to provide thoughtful, context-aware assistance demonstrating genuine investment in solving customer problems, • Transform frustrated customers into advocates using deep investigation skills and empathetic communication to turn challenging support situations into positive experiences Data-Driven Success Strategy • Analyze usage data from PostHog, database queries, and session recordings to derive actionable insights that drive product improvements and customer success outcomes, • Monitor customer health metrics and proactively identify at-risk accounts, developing and executing retention strategies to prevent churn, • Track and report on key customer success metrics including adoption rates, time-to-value, and customer lifetime value Product Strategy & Customer Advocacy • Champion customer needs in product decisions by participating in sprint planning meetings and working closely with engineering to resolve systemic issues and prioritize development cycles, • Extract actionable product insights by turning customer complaints and refund requests into detailed product improvement opportunities, • Suggest features based on customer insights and work closely with our Chief Customer Officer to review and refine product designs and priorities ensuring alignment with customer needs, • Contribute to strategic planning of the product roadmap, analyzing pricing strategies and exploring potential business deals that enhance customer value Revenue Growth & Expansion • Convert support interactions into retention and expansion opportunities by using deep understanding of customer usage patterns to identify upselling opportunities during support conversations, • Collaborate with the sales team on upselling and cross-selling opportunities within existing accounts to drive revenue expansion, • Develop strategic account plans that align customer objectives with SlideSpeak's product capabilities Content & Knowledge Management • Assist in content creation for product documentation and help articles to support users effectively and reduce support burden, • Develop customer success playbooks, best practices, and training materials for internal teams and customers, • Create case studies and success stories that showcase customer achievements with SlideSpeak What You Bring Required Experience & Skills • 1-2 years of experience in Customer Success, Product Management, Management Consulting, Product Marketing, or similar customer-facing roles, • Proven track record of managing customer relationships and driving revenue growth in B2B SaaS environments, • Strong analytical skills with experience using databases and analytics platforms (PostHog, MixPanel, Google Analytics, or similar), • Exceptional investigative and problem-solving abilities: Comfortable diving into databases, session recordings, and customer data to understand complex technical issues, • Empathetic communication skills: Ability to turn frustrated customers into advocates through thoughtful, personalized support interactions Technical Proficiency • Experience with customer support tools and CRM systems, • Comfortable navigating databases and extracting customer usage data, • Familiarity with session recording tools and customer analytics platforms, • Ability to understand technical product functionality (e.g. APIs) to provide effective support, • Comfortable spinning up AI systems using tools like MCPs Interview proces • Initial Skill & Motivation Screening – CV & Application, • Customer Success Case Study – Practical exercise (Video recording async), • Case Study Presentation & Skills Deep Dive – 60 minutes, • Culture & Motivation Interview – 30 minutes with SlideSpeak leadership

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