Job Description

This is a rare opportunity : Join a startup, earn equity and work on an amazing mission (identifying and preventing financial crime), and work in a healthy, respectful and intellectually rigorous environment. As the first CS hire, you will report directly to the CEO, shape the CS experience, standardize best practices, own key relationships and drive the existing revenue growth.

About Us : Castellum.AI is an all-in-one AI agents and screening solution for AML/KYC that reduces unproductive alerts by up to 94% compared to legacy providers. We’re scaling quickly to meet market demand.

Day to Day Responsibilities :

Onboarding and Training: 

• Serve as the primary point of contact for onboarding and training.

Support and Proactive Communication:  

• Act as a key escalation point for all customer support, guiding the team in resolving complex challenges effectively.
• Proactively manage and communicate with customers to ensure satisfaction.
• Expand communication across various departments within the client organization to uncover new opportunities.

Usage Monitoring:  

• Analyze customer success metrics to identify trends, attrition risk, and areas for improvement. Meter usage against existing contract thresholds. 

Sales & Post-Sales Operations

• Maintain and continuously improve our post-sales process to ensure internal alignment and a seamless customer experience.
• Keep HubSpot clean and organized — regularly reviewing and enriching data to uncover customer trends, identify friction points, and drive proactive account management.
• Partner with Sales to refine handoff workflows and surface revenue insights from CS activity.

Retention, Renewal, Upsell and Cross-Sell:

• Be accountable for customer retention
• Maintain a well-organized renewal and upsell pipeline by tracking contract timelines, identifying expansion opportunities, and keeping HubSpot consistently updated for accurate forecasting and alignment with our goals.
• Identify and drive upsell opportunities through increased usage and or expansion to new teams utilizing the product
• Identify and generate cross-sell opportunities by adding new services or data to current clients' contracts.

Cross-Team Collaboration:

• Partner with the sales team to ensure a smooth account handoff, ensuring alignment on customer goals and expectations as they transition to the customer success phase.
• Collaborate with product team on customer feedback to improve product offerings
• Work closely with the marketing team to educate customers on new offerings, and identify customers that highlight product success, helping to create assets that resonate with prospective clients like case studies.

Strategic Responsibilities

• Lead the development of a customer success vision that aligns with company growth objectives, driving initiatives to scale onboarding, support, and renewals in ways that deliver long-term customer satisfaction and revenue expansion.
• Develop and execute scalable processes for onboarding, support, renewals, and expansions.

You Should Apply If You Have :

• 3+ years of experience in a Customer Success, Account Management, or related role in B2B enterprise SaaS.
• Startup experience. 
• Proven track record of driving customer retention and growth.
• Strong interpersonal and communication skills with a customer-first mindset. 
• Experience implementing or improving customer success tools and processes.
• Ability to balance strategic thinking with hands-on execution.

Logistics:

• We care about creating a diverse team and encourage applications from all demographics
• Your cover letter needs to mention blue m&ms. We care about the details.
• This is a fully remote position, with team members based across various cities, however, everyone is online and expected to be available between 9-5 EST.

A straightforward hiring process : We want to set you up to succeed and try to keep our processes as quick, transparent, and efficient as possible. No trick questions, we promise. A full interview cycle at Castellum.AI consists of:

1. 15 minute call: This is a quick chat to get to know you, tell you a bit about Castellum.AI, and make sure there’s a solid fit before embarking on the interview process.
2. Case Study: We’ll invite you to participate in a case study. You will have about 24 hours to prepare. 
3. Competency and Case Study Interview: We’ll use this session to go through your case study and detailed questions around the role. We’ll talk through your work, and specific scenarios.
4. Team Interview: Get a sense of how we work, our culture and interact with our team members.
5. Decision: After your final interview, you’ll hear back from us within a few days.

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