Customer Success Manager

Remote /
Customer Success /
The company + vision.
Everyone’s got the message: machine learning is changing everything. And for Fortune 500 brands in every vertical, it’s actually true — Machine Learning (ML) predictions are solving billion-dollar, migraine problems. But for smaller brands, the talent and investment needed to build an ML platform are simply out of reach.  

Black Crow is changing that--fast. Founded by a team that has spent the last decade in machine learning, our mission is to help DTC brands turbocharge their growth by delivering bespoke, Fortune 500-grade ML predictions. It works out of the box, delivered as a service, and costs less than one data scientist. Integration: one click. 

6 months ago, we had one DTC brand using our predictions. Now we have over 150 — including Solo Stove, the RealReal, SAKARA, Native, Keurig, and Bearaby. There are 50,000 more who haven’t heard of us yet. 

The team + culture. 
This is the 3rd company Black Crow’s founders have started together. Both previous companies scaled to >$100MM and were voted ‘Best Places to Work’ in NYC many times.

The founders are building Black Crow to be commercially successful, high growth, and valuable. But that’s insufficient as an end--we’re also building a company that we actually want to work at! That means we are human first--we don’t expect anyone to transform themselves to show up at work. It means working together is a positive force in our lives, not something we tolerate for the paycheck. And it means we see diversity as a strength.

Where you come in:
Black Crow AI is looking for a Customer Success Manager to own a portfolio of customers - and help them grow and expand alongside Black Crow.

What you’ll do:

    • Help grow the Customer Success practice as Black Crow rapidly grows and scales the business.
    • Act as a trusted advisor to a portfolio of DTC brands, helping them leverage our ML to transform their work, drive revenue and achieve their goals .
    • Develop and maintain long-term relationships with stakeholders within your portfolio, consistently identifying opportunities for partnership expansion .
    • Collaborate closely with Product Development to identify improvements to the product so that it can better meet our customer's needs.
    • Drive overall account health and analyze portfolio for risk, regularly providing feedback internally to ensure customers needs are being met.
    • Continually identify improvements to internal playbooks and processes to help us refine as we scale.
    • Work on an exciting platform that is changing how brands market and leverage their 1st party data.

About you:

    • Black Crow AI is looking for an ambitious Customer Success Manager to bring their fresh perspective to our team of thoroughly awesome humans.   
    • 4+ years of experience in customer success at a Saas company or DTC ecommerce brand strongly preferred.
    • Strong track record of building multithreaded relationships as well as expanding and renewing partnerships.
    • Experience in Martech preferred.
    • Able to leverage data and insights to create trust, share insights, and recommend strategies that help partners grow.
    • Exceptional interpersonal skills
    • You can work Eastern Time hours.

More about us:

    • Virtual-first and welcome employees from anywhere
    • Have a NYC base our people can visit
    • Fridays are yours - complete flexibility on if or how much you focus on Black Crow those days
    • Unlimited time off

Love your job.
We love our work and our team. Our machine learning helps ‘flick the lights on’ for companies so they see their customers more clearly and can uncover the true potential of their tools and teams. In turn, we strive to do the same for our people. We’re here to shine light on each other and unlock known (and sometimes unexpected) potential. 

Our vibrant team accomplishes buckets of awesome every day. We also partake in our fair share of daily laughter. Come build the company you’ve always wanted to work for - with inspiring products and a community of passionate people.