Customer Success

Job Description: Customer Success & Growth Associate (Hybrid Role) About Us Mitte is the Operating System for the parking industry. Today, parking operators manage their portfolios using disconnected systems: legacy gate arms, new cameras, enforcement apps, and various revenue channels. None of them talk to each other. We are the "Universal Remote" that connects it all. Mitte sits on top of this fragmented hardware and software, giving operators a single "Command Center" to control rates, track revenue, and automate enforcement. We help operators transform from passive administrators into tech-enabled asset managers. Role Overview We are looking for a foundational team member to work directly alongside the CEO. This is a hybrid commercial role where you will see the entire lifecycle of a B2B startup. You will act as a bridge between the market and our product, splitting your time between two critical functions: 1. Growth (Business Development): Identifying and engaging the right partners to build our pipeline. 2. Customer Success (Account Management): Guiding clients through onboarding and ensuring they extract maximum value from our platform. Who are you selling to Our ideal partners are Mid-Market to Enterprise Operators who are managing complex, multi-vendor portfolios. These are operational leaders and executives who are looking to modernize their tech stack, centralize their data, and improve efficiency. You won't just be selling software; you will be helping them verify their revenue and streamline their operations. Key Responsibilities 1. Growth & Business Development (~50%) - Strategic Prospecting: Research and identify key accounts within target markets. You will look for high-complexity operators who fit our ideal profile. - Outreach & Qualification: Conduct initial outreach via email, calls, and LinkedIn to introduce Mitte’s value proposition. You will be responsible for qualifying inbound and outbound leads based on strategic fit, budget, authority, and timeline. - Pipeline Nurturing: Build and nurture relationships with potential clients through consistent, value-driven follow-up. You will coordinate with the sales team to ensure a smooth handoff of qualified leads for discovery calls. - CRM Hygiene: Maintain accurate and detailed records of all lead interactions and status updates in the company CRM to ensure our growth data is reliable. 2. Customer Success & Operations (~50%) - Obsessive Time-to-Value: Orchestrate the new client onboarding process with a focus on speed and impact. You won't just get clients "set up"; you will drive them to realize their first measurable win within their first 30 days. - Health Monitoring & Management: Move beyond reactive support by monitoring key customer health indicators (usage data, ticket volume, payment history). You will identify "at-risk" accounts early and intervene proactively to ensure retention. - Client Relationship Management: Serve as the primary liaison for assigned clients. You will manage the commercial relationship, handle renewals, and identify upsell opportunities, while conducting proactive check-ins to ensure clients are realizing the full value of the platform. - Support & Issue Triage: Act as the first line of defense for client requests. You will resolve operational issues directly and triage complex technical matters (using Linear) to route them accurately to the Product or Engineering teams. - Voice of the Customer: Systematically gather and translate client feedback into structured requirements for the Product team. You will assist in delivering a weekly summary to keep leadership aligned on client needs. - Playbook Creation: As you learn what makes customers successful, you will help build and document our "Customer Success Playbooks." Your work will create the scalable processes (user guides, wikis, best practices) that will allow us to grow efficiently. Qualifications & Experience - Language Proficiency: You must possess flawless, native-level English skills (written and verbal). You will be communicating with sophisticated operational leaders, and articulate, professional communication is non-negotiable. - Professional Experience: Proven experience in a client-facing role such as Customer Success, Account Management, or Technical Support, preferably within a B2B SaaS environment. Experience with sales development (prospecting/qualification) is a strong plus. - The "Translator" Skill: You have the ability to turn non-technical client feedback into clear, structured requirements for technical teams. - Problem-Solving & Triage: You are a natural problem-solver who can diagnose issues effectively. You know when to solve a problem yourself and when to escalate it. - Communication: Exceptional interpersonal and relationship-building skills. You are comfortable communicating with both operational staff and executive leadership. - Tool Proficiency: Highly organized and process-driven. You are comfortable using ticketing systems (e.g., Linear), CRMs, and documentation tools. - Ambition: A proactive mindset focused on long-term client value and strategic growth. You are eager to learn and grow within an early-stage company environment. What we offer - Mentorship: Report directly to the CEO. You will learn how to build a company, not just how to work in one. - Learning: You will work in close collaboration with the COO, Head of Product, and Head of Technology. - Impact: You are not a cog in a wheel. You are the voice of the company to the market. - Hybrid Work Environment: Flexibility to do your best work.