Founding Customer Success Manager
Work with our CEO to build CS at RallyBoard
About RallyBoard
RallyBoard is an early-stage B2B SaaS company serving nonprofit associations with innovative solutions for member engagement and organizational growth. With 6-figure ARR and a growing number of customer relationships, we are at a pivotal moment—scaling from founder-led customer success to a systematic, repeatable function.
The Opportunity
We're seeking our first Customer Success hire—a founding team member who will build our CS function from the ground up. This isn't about inheriting established processes; it's about creating the systems, tools, and methodologies that will scale with us through our next phase of growth.
As our Founding CSM, you'll work directly with our CEO while owning the operational and systemic aspects of customer success. You'll have the rare opportunity to shape how we serve customers at a company that prioritizes customer happiness over rapid growth—especially critical as we continue refining our product-market fit.
What You'll Own
Customer Operations & Success Management:
Manage day-to-day customer relationships for 5-10 accounts, with 1-5 new customers onboarding each month.
Own customer onboarding, implementation, and ongoing success workflows
Drive customer engagement and adoption through proactive outreach and guidance
Handle customer support requests and escalations across multiple channels (Teams, Slack, email)
Systems & Process Building:
Select, implement, and optimize our customer success tech stack (CRM, CS platform, communication tools)
Design and build our customer health scoring and monitoring systems
Create standardized playbooks for onboarding, implementation, and renewal processes
Establish customer feedback collection and synthesis workflows
Strategic Support:
Partner with CEO on customer expansion and upsell opportunities
Synthesize customer feedback for product development priorities
Contribute to customer success strategy and methodology development
Support revenue forecasting and customer health reporting
What We're Looking For
Experience & Background:
3-5 years in Customer Success, Account Management, or related customer-facing role
Experience at early-stage B2B SaaS companies (post-Series A preferred)
History of building or significantly improving CS processes and systems
Familiarity with nonprofit/association markets is a plus
Skills & Capabilities:
Systems thinker who can design scalable processes from scratch
Customer obsessed with natural empathy and problem-solving orientation
Proactive communicator comfortable managing multiple stakeholder relationships
Tool-savvy with experience implementing and optimizing SaaS platforms
Project management skills for coordinating customer implementations
Mindset & Approach:
Founding team mentality—willing to wear multiple hats and adapt quickly
Long-term oriented—interested in growing with the company through multiple stages
Collaborative—comfortable working directly with founders while owning your domain
Patient persistence—our nonprofit customers move thoughtfully, requiring supportive guidance
Why Join RallyBoard
Professional Growth:
Ground-floor opportunity to build a CS function that will scale to 7+ figure ARR
Direct mentorship and partnership with experienced founders
Equity participation in our growth story
Chance to shape company culture and customer philosophy
Work Environment:
Remote-first with flexible scheduling
Small, collaborative team where your impact is immediate and visible
Customer-centric culture that values quality relationships over quick wins
Resources and support for professional development and CS community involvement
Compensation & Benefits
Base Salary: $95,000 - $115,000 (based on experience)
Equity: 0.20% - 0.40% (commensurate with experience and stage of hire)
Benefits: Health insurance, flexible PTO, professional development budget
Ready to build something meaningful? We're looking for someone who wants to create lasting impact in the customer success space while helping nonprofit organizations thrive. If you're excited about the challenge of building CS systems from the ground up at a thoughtful, customer-obsessed company, we'd love to hear from you.
RallyBoard is an equal opportunity employer committed to diversity and inclusion.
How to Apply
Send us a quick 1-2 minute video intro (Loom, Google Drive, etc.) along with your resume or LinkedIn profile to careers@rallyboard.com. Tell us a bit about yourself and why you are excited to join RallyBoard.