Customer Success Manager (CSM)

Location: In-person, San Francisco (201 Spear St.)

Employment Type: Full-Time

About 1stCollab

1stCollab (YC W23) is an AI-powered influencer marketing platform founded by a team with extensive experience scaling companies like Pinterest. We’re revolutionizing influencer marketing, enabling marketers to accomplish in hours what previously took teams months. Each week, we connect thousands of creators with top brands like Notion, Character AI, and Quora. Backed by Y Combinator and other world-class investors, we’re developing cutting-edge technology to transform how brands advertise and acquire users.

About the role

We’re hiring our first Customer Success Manager to help build the leading advertising and marketing platform for brands and creators. For creators, we aim to be the ultimate platform for growing creative careers—managing the business side so creators can focus on what they do best. For brands, our vision goes beyond traditional ad platforms: we believe that by making advertising as intuitive as a consumer product, we can redefine the ad experience.

In this role, you’ll work directly with the CEO to ensure brands achieve measurable growth with 1stCollab. Your responsibilities will include onboarding brands, guiding them through best practices, analyzing campaign performance, and sharing valuable insights from 1stCollab and the broader industry. Success in this role means our brands are delighted with their results.

As the first CSM, you’ll have the opportunity to shape and lead a growing Customer Success and Account Management team. At a fast-paced startup redefining how brands market themselves, you’ll be positioned to help transform the marketing industry.

Your responsibilities

• Brand Retention: Ensure every brand has a positive experience on 1stCollab and continues to partner with us.
• Onboarding & Education: Guide brands through setup and best practices on 1stCollab, providing support throughout the campaign process.
• Developing Winning Strategies: Analyze what’s working for brands on 1stCollab and across the marketing industry, and use these insights to empower brands with effective strategies.
• Brand Health Measurement: Monitor and report on brand performance metrics.
• Customer Advocacy: Act as the voice of brands within 1stCollab, sharing success stories and challenges with the team. Collaborate with the product team to develop solutions for existing challenges.
• Team Building: Help establish and expand the Customer Success and Account Management functions at 1stCollab.

What we’re looking for

• Experience: 1+ years in Customer Success, Account Management, or a related role.
• Customer Obsession: We’re committed to delivering exceptional experiences for both brands and creators. We’re looking for a CSM who shares this commitment and goes above and beyond to ensure brands have outstanding experiences on 1stCollab.
• Action-Oriented: As a startup, we prioritize getting things done. We don’t spend our days in meetings and talking about work. We prioritize roll up our sleeves and getting stuff done.
• Strong Communication: Ability to navigate ambiguity, articulate decisions, and communicate effectively with teammates and external brand partners.
• Growth Mindset: You welcome feedback and are eager to learn, iterate, and improve.
• Fast Learner: You’ll be working with unique tools and processes that don’t exist elsewhere. We need someone who can quickly understand 1stCollab’s operations and develop ways to educate brands about our platform.

Additional preferred qualifications

• Prior experience at an early-stage startup is highly preferred.
• Experience with digital ad products or creator economy products is a plus.