Customer Success Lead Jobs

About Alethea

Founded in 2019, with the mission to protect the truth, Alethea is a tech company that detects and mitigates instances of disinformation and social media manipulation to help clients navigate the new digital reality. We protect clients from the threat of disinformation that targets brands, reputations, employee safety, or financial bottom lines through our industry-leading investigation and remediation services.

Position Summary

At Alethea, serving our clients is at the center of the work we do — and this role is a key part of how we ensure our products are meeting their high standards (and our own). The Customer Success Lead is a first of its kind role at Alethea, and will be responsible for defining and executing on a strategy for ensuring customer needs are being met, and integrating customer feedback into business processes across the company. You should be excited and energized by working with our clients to help them navigate the new digital reality. You should have a high EQ and ability to understand and empathize with diverse and rapidly-evolving customer needs.

This role reports to the CEO. It is an awesome opportunity for someone who is excited to bring structure to ambiguity, build out a new function, and bring their expertise to a new context. It’s the wrong fit if you like having a lot of structure, or hate building planes as you fly them (check back in 6-12 months).

Responsibilities:

• Client Management – You will be the lead interface with our clients, and work with our analysis and technology teams to provide excellent support in proactively detecting and mitigating disinformation. As part of this, you’ll be responsible for helping clients understand how to leverage Alethea’s insights for mitigation, seeking out client feedback and helping to iterate on new solutions, and promoting adoption of our technology and products.
• Internal Collaborations– Based on what you’re learning from clients, you’ll play a strategic role in how we think about our go-to-market efforts and product development. You’ll collaborate with our Analysis, Product, and Engineering organizations.
• Renewals and business development – You will be responsible for working with our clients to extend our relationships and navigate procurement processes. You will also be responsible for identifying new areas of Alethea support. This space is new, and we often educate our customers on how to think about disinformation and uncover gaps that our capabilities support.

Skills, Experience, Attitudes:

• Curiosity and Drive: We like independent thinkers. If we all agree on everything, we’re not all necessary. We look for those with an insatiable curiosity and unstoppable drive to succeed.
• Skilled Project Manager– You should be able to get new trains set up, keep trains running, help the trains go new places. You should be able to see around the corner and identify risks, flag them early, and make recommendations to help ensure flawless execution.
• Team Work: You should have a strong work ethic with a proactive and collaborative mindset.
• Customer Obsessed – You should be a great partner to customers, having helped them navigate tricky situations, been a go-to person in a crisis, and be thinking about how we can over deliver.
• Clear Communicator– You will get incredible customer feedback regularly, and you should be able to communicate that feedback to a variety of different teams.
• Experience: 7-10 years in a customer facing role focused on navigating external risks at a PR firm, consulting firm, law firm, or lobby shop.
• Attention to Detail and Quality – You should have a severe typo allergy. That says it all.
• Growth Mindset: You should have a flexible attitude with a growth mindset and the ability to rapidly action feedback. Comfortable with a fast-paced start-up environment that involves regular iteration.
• Mission Oriented, Low Ego – This is a startup, and those who succeed are people that stay focused on achieving our goals, learning, and asking questions. We want teammates to help us further our mission and goals, and that’s going to mean being willing to roll up their sleeves (the CEO is writing this PD). A sense of humor goes a long way, as does keeping your cool.

Things that are helpful so you should highlight them in your application, but not necessary:

• Experience dealing with disinformation and misinformation firsthand.
• Knowledge of customers across the communications, intelligence, legal, and security / intel functions.
• A security clearance or eligibility to obtain a security clearance.

Compensation and Benefits

• Healthcare at the gold-tier level, dental, and vision is fully funded by the employer. 50% of dependent coverage is provided by the employer.
• Employer sponsored 401k with a 3% match.
• Unlimited vacation, sick leave, including office closure between Christmas and New Year’s, and extended holidays at Thanksgiving and the 4th of July.
• Hybrid work environment, with 2-3 days per week required in office in Washington, D.C or New York.
• Salary and stock options are negotiated based on experience.

Alethea is an equal opportunity employer that encourages people of all backgrounds, genders, ethnicities, abilities, and sexual orientations to apply. We are committed to being an inclusive place to work, while maintaining a workforce that represents the communities we serve.