Customer Success Manager

About Sequence

If you join Sequence, you'll help build the platform that lets companies get paid - we’re already processing $1bn+ in annual invoice volume and growing fast.

We're building the AI-powered revenue platform for modern finance teams, replacing fragile spreadsheets and legacy systems with software their teams love using.

Cognition, incident.io, Moon Pay, and 100+ other high-growth companies trust us to handle their entire revenue cycle across quoting, billing, and revenue recognition.

Founded by repeat entrepreneurs, we hit 10x ARR growth last year and just closed a $20M Series A led by 645 Ventures, alongside a16z and exceptional founders and CFOs from companies like Decagon, Klaviyo and Wise.

Small team, big opportunity, real ownership. You'll do work that matters, have direct access to customers, and grow alongside the company.

If you want to do the best work of your career at a company that's scaling fast, we'd love to meet you.

We’re looking for our Founding Customer Success Manager to join Sequence and become the beating heart of our customer's product and onboarding journey. Working closely with our Product, GTM and Engineering teams, you'll help us build and scale our customer onboarding playbook, with all the thrill and pace of building from scratch, and the resources to grow quickly to become a category creating company.

You’ll help Sequence scale, be responsible for developing and executing global strategies for our most important external partners and build a world class implementation function.

• Manage the customer implementation lifecycle from signature to go-live
• Translate complex customer pricing models into the Sequence data model
• Work closely with our GTM team on upsell and renewal opportunities
• Deliver expert guidance and support to customers on how to accelerate their onboarding and optimise their usage of the Sequence platform
• Become a trusted source of product feedback for our product and engineering teams as the frontline operator working with customers everyday
• Build the playbook and scale our onboarding and product specialist team right next to our C-level team

• 2+ years of experience in a technical or analytical role such as implementation management, solutions engineering, product or data analysis within a high growth environment
• Technical background - STEM degree and/or experience working with highly products or teams, or demonstrated technical side projects
• Energised by taking ownership of problems and moving at lightning speed to deliver customer value at every opportunity
• Strong communications skills and attention to detail
• Comfortable communicating and building relationships with technical and non-technical stakeholders

• ✅ Enjoy being hands-on with customers and detailed product implementations
• ✅ Want to work as part of a small, fast-moving team
• ✅ Comfortable with uncertainty and lack of structure, you will be a central part of building our implementation function and with that, comes the need to navigate difficult but highly impactful business decisions
• ✅ Want to work on something new. The biggest product and company decisions still lie ahead of us
• ✅ Enjoy the uncertainty and unpredictability that comes with an early stage company
• ✅ Are happy to learn deeply about our customers, the problems they face, and work with them to figure out solutions
• ✅ Eager to step beyond your role at times to provide critical customer feedback to Product & Engineering

• 👎 You require established, longstanding templates and structure to be provided for you. We are at scrappy stage where everyone is hands on with testing and iterating on best practices for our customer onboarding journey.
• 👎 You prefer a slower pace. We're tackling real problems for our customers today, so we need to move quickly.
• 👎 Want all of the benefits that come with an larger, established tech company
• 👎 You are uncomfortable with being pulled across multiple, fast-paced customer projects at once, often with detailed requirements and varying degrees of complexity

We're moving very fast and are ready to act quickly to introduce top talent to our team. Our interview process has been optimised to provide a quick decision-making process, so you can quickly get up and running with our team if there is a mutual fit.