At Copilot, we're building Shopify for Service Businesses. We want to make it easy for entrepreneurs anywhere to start, run, and grow service businesses: marketing agencies, bookkeeping firms, recruiting agencies, and thousands of others.

While it is straightforward to set up a Shopify store and sell a physical product on the Internet, entrepreneurs that want to sell and deliver a service on the Internet have to stitch together SaaS apps, and even then are unable to offer clients a streamlined experience under their own brand. We want to change this by giving service businesses the building blocks (messaging, payments, etc.) to design their own product and offer their clients a modern streamlined experience.

We’ve raised $10M from investors including Ali Rowghani (YC Continuity), Lachy Groom, Y Combinator, Liquid 2, Addition, Slope, and a group of leading founders and operators.

Learn about us and our openings here: https://www.copilot.app/jobs

About the role

As our first Customer Success Manager, you will report to the CEO and work closely with him and our Support and Sales team on client onboarding, retention, upsells, and overall customer satisfaction. We’re looking for someone entrepreneurial, scrappy, and proactive who’s willing to dive into different parts of the business as needed (like handling a sales demo when our schedule is slammed). This role is ideal for someone who wants to be on the ground floor of a scaling startup and build processes that will shape the future of our customer success function.

What you'll do

• You’ll own upsells and retention. You’ll be responsible for growth and happiness within our existing account base, focusing on renewals and expansion.

• You’ll manage key accounts. You’ll handle all accounts above a certain MRR threshold — developing strong relationships, understanding their business, and proactively addressing their needs.

• You’ll provide onboarding calls. For new customers on Professional tiers and above, you’ll deliver thorough, friendly onboarding sessions to ensure they get value fast.

• You’ll provide support for priority accounts. For accounts with a dedicated CSM you will be the first to offer support.

• You’ll become a Copilot expert. You’ll master workspace setup, customization, and automations — making sure our customers can leverage every feature we offer.

• You’ll help out in other areas. Whether it’s giving a sales demo when Sean is booked or responding to priority support tickets, you’ll be comfortable wearing different hats to keep things running smoothly.

Who you are

• You’re experienced. You have at least 1 year of experience in a Customer Success Manager role (or similar) and can point to real results you’ve driven.

• You’re customer-centric. You love building relationships, solving problems, and advocating for customers internally.

• You’re a tech-savvy quick learner. You can pick up new tools quickly, and you’re excited to dive into the world of Copilot’s apps and advanced configurations.

• You’re scrappy. You enjoy figuring out what needs to be done — even if it’s not strictly in your job description—and you’re not afraid to roll up your sleeves.

• You care about outcomes. You measure your success by renewals, account growth, and overall customer satisfaction, not just checkboxes on a to-do list.

• You’re passionate about entrepreneurship and small business. You genuinely care about helping small businesses succeed and love empowering entrepreneurs to thrive.

• You love working in person. We're convinced that building a strong culture happens face-to-face, and we're looking for people who thrive in highly collaborative, in-person environments.

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