Reflow The Customer Success role at Reflow owns the customer journey from setup through long-term success, focusing on adoption, retention, and growth. The role involves capturing customer feedback and partnering on go-to-market experiments.
Responsibilities
Own the customer journey: setup, onboarding, adoption, and long-term success.
Shorten time-to-value: Move customers from demo → value quickly.
Capture and structure customer feedback: Be the voice of the user in product and engineering decisions.
Assist the contract process with new partners, working closely with our legal team to keep things smooth and fast.
Build strong relationships that lead to expansions and renewals.
Create and refine the playbook: Onboarding processes, success metrics, touchpoints.
Partner with founders on GTM experiments and jump into “whatever’s needed” as we scale.
Qualification
EntrepreneurialAnalytical skillsCurious & logicalCustomer-facing proSharp communicatorCurious and strategicMethodicalBackground in B2B SaaSFamiliarity with analytics platformsBe an earlyInfluence the product roadmapDrive growth
Required
Entrepreneurial: Former founder, early employee, or operator who thrives in ambiguity.
Analytical skills: Technical, finance, economics or product background
Curious & logical: You understand your customer’s business needs and apply to their product configuration
Customer-facing pro: You know how to excite, guide, and close.
Sharp communicator: Written, verbal, and human.
Curious and strategic: You dig into workflows, uncover pain, and use insights to shape product and company direction.
Methodical: You keep yourself, your customers, and your teammates on track by creating clear templates and playbooks.
Preferred
Background in B2B SaaS, enterprise software, or data-heavy products
Familiarity with analytics platforms, BI tools, workflow systems, or automation software
Experience supporting enterprise customers through security, data access, or compliance reviews
Be an early, high-impact hire, working directly with the founders as a founding member
Influence the product roadmap, and help define the culture of how we work with customers
