Own a book of business from onboarding through renewal, with a focus on retention, expansion, and long-term customer success
Serve as the primary point of contact for customers, running onboarding sessions, monthly/quarterly check-ins, and on-site visits when needed
Deeply understand customer workflows and goals, ensuring Shade is delivering clear and measurable value
Identify upsell, cross-sell, and expansion opportunities in partnership with the CEO and sales team
Act as the voice of the customer internally, providing feedback and recommendations on product roadmap, marketing, compliance, and timelines
Build and maintain customer-facing documentation, playbooks, and internal processes
Help define and improve account management processes, health metrics, renewal workflows, and revenue forecasting
Collaborate closely with product, engineering, and marketing to put customer needs first
Support events, tradeshows, and customer meetings as Shade continues to grow its presence in the creative industry
Requirements
3+ years of experience in Account Management, Customer Success, or post-sales roles (experience with project manager/productivity or creative software is a plus)
Comfortable working in an early-stage environment and helping build processes from the ground up
Strong ability to manage relationships, drive renewals, and uncover expansion opportunities
Willing to be hands on, from onboarding calls to flying out for customer meetings
Creative thinker with excellent communication and problem-solving skills
Highly organized, proactive, and able to manage multiple accounts effectively
Deeply customer centric, prioritizes long-term customer success over short-term gains
Additional Instructions
Own a book of business from onboarding through renewal, with a focus on retention, expansion, and long-term customer success
Serve as the primary point of contact for customers, running onboarding sessions, monthly/quarterly check-ins, and on-site visits when needed
Deeply understand customer workflows and goals, ensuring Shade is delivering clear and measurable value
Identify upsell, cross-sell, and expansion opportunities in partnership with the CEO and sales team
Act as the voice of the customer internally, providing feedback and recommendations on product roadmap, marketing, compliance, and timelines
Build and maintain customer-facing documentation, playbooks, and internal processes
Help define and improve account management processes, health metrics, renewal workflows, and revenue forecasting
Collaborate closely with product, engineering, and marketing to put customer needs first
Support events, tradeshows, and customer meetings as Shade continues to grow its presence in the creative industry
Perks and Benefits
When we hire we like to keep those hires. Because of this we offer benefits on top of salary + equity
Base and variable compensation
Uncapped OTE of $200K–$260K
Meaningful equity as an early, founding hire
Free lunch (<$30)
Free dinner (<$30) if you stay more than 9 hours
Fully covered health insurance including dental and vision (including dependents)
401k with % match
Unlimited PTO
Lifetime gym membership
Commuter benefit for subway
