Founding CSM

📋 Description

• • As the first Customer Success Manager at Sphere Labs, you will build the customer success function from the ground up, shaping how the company supports and scales with its global clients in the complex trade compliance space.
• • Day to day, you will triage customer issues via Slack and Pylon, maintain high Time To Resolution metrics, assist with technical implementations, expand customer contracts, and develop scalable CS processes and playbooks that future teams will follow.
• • Sphere Labs is a fast-growing, early-stage startup backed by a16z and YC, solving cross-border compliance at scale using AI (TRAM) to interpret global trade law across 190+ jurisdictions, with customers including ElevenLabs, Replit, Deel, Runway, and Lovable.
• • In this role, you will develop deep expertise in cross-border compliance, own end-to-end customer outcomes, build repeatable systems that protect engineering bandwidth, and establish the foundation for a future CS team — all while operating with high autonomy in a mission-driven, high-impact environment.