Client Success Manager

Job description

**About us** Hi, we’re Sunset – one of the fastest-growing tech startups helping venture-backed startups shut down gracefully. We’re the one-stop shop for dissolutions, handling all the legal, tax, and operational activities involved in winding down. In 2 years, we’ve helped hundreds of venture-backed startups shut down, scaled from $0 to multi eight-figure run rate, and raised over $12M from top-tier investors, including Floodgate, Afore, Ludlow, and Hustle Fund, to further our mission to help founders find what’s next. We’re a growing team with offices in Brooklyn, NY, and would love for you to join us! You can learn more about Sunset [here](https://www.sunsethq.com/). **About the role** Due to continued growth, Sunset is expanding our client success team and seeking an ambitious Client Success Manager based in New York City (or open to relocation), reporting to the Director of Client Success. As an early member of the team, this role will serve two purposes: first, to provide frontline (reactive) support to clients throughout the dissolution process; and second, to assist with key aspects of the wind-down, such as dissolution filings and the redistribution of capital to investors. As a Client Success Manager at Sunset, you will own a dedicated set of clients through the entire lifecycle of a company wind-down. This is a hands-on role that blends frontline client support with deep operational execution. Success is measured by speed, accuracy, and client confidence, not revenue or renewals. This role is a core part of Sunset’s client success function, with opportunities to grow into senior individual contributor or team leadership roles as the company scales. **About You** - Your superpower is staying organized, and you are keen to plan and prioritize work to ensure issues do not fall through the cracks, all deadlines are met, and clients receive a world-class experience - A people person; you love talking to people on the phone and building a strong rapport with customers - An empathizer; you connect with customers in a genuine way that lets them know you care about their issues (shutting down a company is one of the most difficult times in a founder’s journey) - Comfortable making judgment calls and moving work forward in ambiguous, high-stakes situations - A great teammate who can both follow and lead depending on the situation - Able to learn about new, complex processes such as dissolution, and explain those processes in beautifully simple terms to multiple stakeholders: founders, lawyers, investors, and tax professionals - Curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions - You’re excited about our mission to help founders find what’s next – our goal is to make the painful process of dissolution significantly easier, and give them the space to figure out what’s next **What will I be doing?** - Be the first responder to all client queries via tickets, email, and phone for a dedicated set of accounts you own - Own the customer experience across all aspects of the dissolution, while maintaining high CSAT/NPS and fast response times against defined SLAs - Handle key activities of the dissolution process, such as filing IRS 966, creating asset transfer agreements, closing third-party client accounts, and distributing capital to investors - Onboard new clients into the Sunset platform, setting them up for success and helping them to orient on the end-to-end dissolution process - Become a subject matter expert in corporate wind-downs, with the ability to seamlessly support clients at any stage of the process to ensure they can efficiently and accurately wind down - Continuously look for solutions to problems and propose improvements if something could work better - Drive product change and improvement to make Sunset the leading solution for startup dissolutions - Collaborate with other Client Success Managers, Engineering, and Sales/GTM in supporting clients - Craft educational content for the Sunset help center **What skills do I need?** - 2–4 years of experience in a client-facing operations, customer support, or customer success role, ideally in a complex or regulated environment - Experience supporting customers via phone, email, tickets, or live chat - Ability to learn complex processes that are supported by software, and become a subject matter expert - The ability to evaluate, troubleshoot, replicate, and follow up on customer questions and issues - Knowledge of common help desk/ticketing solutions, such as Zendesk, Pylon, etc. - The ability to stay organized across multiple dedicated clients, managing both reactive issues and proactive activities throughout the dissolution - Excellent written and verbal communication skills across diverse stakeholders, including legal, founders, investors, and tax professionals **What this role is/is not** This role is - A high-ownership client-facing role - Deeply operational and execution-oriented - Measured by responsiveness, accuracy, and outcomes This role is not - A sales, renewal, or upsell role - A long-term account management position - A purely reactive “call-center” support role **This role is not for you if** - **Early-Stage**: You’re not interested in early-stage startups - **NYC**: You don’t live in NYC or want to move to NYC - **Office**: You don’t want to work in person, 5 days a week - **Transactional**: Although we build meaningful relationships with our clients, these engagements are time-bound and not long-lasting. **How we hire** - Intro chat (20 min) - mutual fit and interest - Deep-dive (1 hr) - detailed experience and review of background - Team fit (30 min) - interview with a current member of the team - Take home (2-3 hrs) - case study to be completed asynchronously - Onsite (3-4 hrs) - present case study, additional interviews with CEO/CTO, meet the team - Offer - reference check, start date **Benefits** At Sunset, we believe in taking care of our team. Our comprehensive benefits package includes: - **Salary + Equity**: We offer a competitive salary and equity, so you can grow and build with us long-term - **Health Coverage**: We cover 100% of premiums for medical, dental, and vision insurance, offering the best and most comprehensive plans available. - **Generous Time Off**: We offer unlimited PTO and 10 company-wide holidays. - **Office Setup Allowance**: $500 allowance for your in-office desk setup, ensuring you have the tools you need to succeed.