Customer Success Manager

We're looking for a Customer Success & Growth Specialist to own the entire user journey & drive growth.
 

🤠 Who are we:

• Vollna is the go-to solution helping freelancers & agencies crush it on Upwork.
• Mature, proven product with hundreds of daily active users.
• Small, fast growing team, working async via Slack/Email/Loom.
• Fully bootstrapped, 100% remote.
• Passionate about actually helping freelancers succeed.

👀 Who we're looking for:

• A True Customer Champion: You're obsessed with understanding user needs and ensuring they get maximum value from a product.
• You see user success as the core driver of growth and enjoy guiding people from initial interest to becoming happy, long-term users.
• Fluent English (written & verbal), clear, concise, empathetic – you can connect with anyone.
• You deeply understand the Upwork challenge and freelancer struggles OR have strong SaaS customer-facing experience.
• Self starter who can work autonomously without hand-holding.
• Pre: understanding of conversion rate optimization and a love for data.

🧑‍💻 How your day-to-day would look like:

• Be the Voice of Vollna: Engage with users at all stages – from curious leads replying to outreach, to trial users needing guidance, to paying customers needing support or sharing feedback.
• Guide Users to Success: Run helpful demos, onboard new users effectively, answer questions, and proactively help users achieve their goals with Vollna.
• Turn Interest into Value: Help potential customers understand how Vollna solves their problems and guide them smoothly through trial to becoming paying users.
• Gather & Share Insights: Actively listen to user feedback and pain points, then clearly summarize key takeaways to improve the product.
• Stay Informed: Keep a pulse on the Upwork world, competitors, and user sentiment to identify opportunities.
• Track What Matters: Monitor key metrics related to user happiness, conversion, and retention.

✅ Why apply:

• Help thousands of freelancers succeed and earn more on Upwork.
• Be the integral connection point for our users and directly influence product direction and company growth.
• Define customer success and growth processes from the ground up.
• Full Autonomy: Manage your workflow and interactions with trust and flexibility.
• Work side-by-side with the founder – no bureaucracy.
• Work whenever you want, where-ever you want (100% remote and async)
• Fast paced environment with a smart and small team.

❌ When not to apply:

• You need your hands to be held: We do not have the time to micro-manage your every step. You need to be comfortable with being proactive.
• You can't function with autonomy: We expect you to own your own tasks and mistakes. You're hired to own a part of the product, not to give us extra headache.
• You aren't comfortable communicating extensively: This role involves lots of interaction via email, chat, and calls.
• You don't genuinely enjoy helping people solve problems: Empathy and a user-first mindset are essential.
• You struggle with organization: You'll need to manage multiple conversations and track progress effectively.

💰 Compensation:

• Competitive base salary.
• Performance bonus based on key results.
• Independent contractor position (initially, potential for employee status later).
• Flexible time off (we care about results, not hours clocked).