Open Position: Client Success Manager

At Underline, we are driven by a singular mission: to ensure the vibrancy of our nation through building intelligent community infrastructure. We work with communities across the United States to design, finance, construct and operate open access community fiber networks. These networks are the essential foundation for ultra-fast access to information, remote work and education, a competitive market for content and services, business formation job creation,  distributed healthcare services, new wireless solutions (5G), and resilient modernized infrastructure including responsible energy creation. 

As the founding Client Success Manager, you are the single most important person defining how our various Clients (residents, business owners, school districts and Internet Service Providers) experience the Underline offering. As the voice of Underline to all network customers, you need an unrivaled sense of dedication to finding solutions and building exceptional experiences. You will also be the main touch point between Underline and the service providers on the network: this requires an ability to drive solutions with multiple stakeholders, and navigate various communications management tools and integrations. 

Reporting initially to the head of Communications and Marketing, you will develop the blueprint for our client success work—designing solutions flows, drafting and updating messaging, and coordinating with the Underline product team as well as external vendors  on implementation. 

Together with the Communications and Marketing team, you are responsible for communicating our brand, and the promise of open access fiber networks, in a way that builds understanding, inspires all our stakeholders about what’s possible, and ensures sustained value for every subscriber. ‍

Confidence can sometimes hold us back from applying for a job. But here’s the thing: there's no such thing as a 'perfect' candidate. Underline is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

• You are passionate about ensuring excellent customer experiences through building relationships, understanding issues, and delivering solutions  
• You can solve problems with curiosity and creativity
• You are a true believer in the social, economic, and environmental benefits of bringing intelligent infrastructure to communities across the country
• You are action-oriented and can manage many work streams at once, but you also know when the stakes are high and you need to focus on quality over quantity
• You are a strong communicator (written and verbal)
• You have an entrepreneurial spirit – you have no problem getting your hands dirty and have an intense ability to learn quickly and from others.

• Design customer success flows based on the type of issue and the party responsible for the solution
• Create and manage client success content, in coordination with the marketing and communication team 
• Be the trusted advisor and advocate for thousands of customers—from onboarding to service selection, installation, and expansion 
• Actively respond to all questions and comments across customer engagement channels —from Facebook to Intercom and Aircall 
• Efficiently resolve customer inquiries by aligning customers with the right resources
• Identify and escalate risks to the project or Underline brand 
• Gain a deep understanding of the challenges faced by customers and advocate on their behalf in discussions about marketing, communications, and product improvements

• 5-7+ years experience in account management, customer success, consulting or similar roles related to driving customer success and adoption
• Fluency with B2C engagement channels and best practices 
• Strong communications and project management skills, with proven results advising customers and delivering solutions 
• Proven ability to operate autonomously and create structure
• Experience building onboarding and multi-channel customer success programs 
• Experience working in a cross-functional team, and comfort with technical solutions 
• Experience in telecommunications and other consumer technology products a plus