User Success Manager

User Success Manager

Overview

Good Party.org is looking for a remote User Success Manager. You will play a pivotal role in ensuring that our candidates have a seamless and impactful experience with our platform and services. You will create scalable educational content, address inquiries, and continually improve operations by leveraging AI.

About GoodParty.org:

GoodParty.org is on a mission to make people matter more than money in our democracy by empowering independent candidates to run, win, and serve. Our AI-powered platform provides free tools to independent candidates to run their campaigns, connect with voters, and serve their communities effectively.

A majority of eligible voters, including more than half of Millennials and Gen Z, say that neither Republicans nor Democrats represent them. GoodParty.org is the solution. In 2024 we empowered 3,444 independent candidate wins across 48 states from all across the ideological spectrum. The only things our elected officials have in common is that they prioritize people over parties and community over corporate interests. In 2024, 40.3 million voters (26% of all voters) cast a ballot for our candidates. We’re not a political party, we’re a platform and a movement to democratize democracy.

Founded by serial entrepreneur Farhad Mohit ($1B+ in exits, including Flipagram/TikTok and Shopzilla), GoodParty.org is building solutions so we can have a truly representative democracy where society’s biggest problems are solved.

What you’ll do:

• Support new candidate users post-conversion , ensuring they understand and can confidently navigate GoodParty.org’s platform and resources throughout their user journey.

• Build and maintain meaningful, supportive relationships with users by understanding their campaign goals and providing scalable solutions. Serve as a voice of the user internally.

• Own all incoming communications and routing across all platforms, including email, social media channels, and Circle. Where needed, assign issues to internal SMEs and track resolution timelines.

• Use AI assistant tools and AI-generated drafts to accelerate responses. Launch and refine support chatbot with live chat option for user communications during staffed hours.

• Partner with product, engineering, and QA to resolve issues, ensure smooth feature releases, and improve our offerings.

• Create and update support materials (FAQs, tutorials, videos, guides) that empower users to self-serve and learn.

• Monitor user activity, proactively reach out to offer help and guidance to turn potential roadblocks into success stories.

• Own and drive user satisfaction metrics. Leverage data-driven insights to measure impact and continuously optimize user experience.

• Initially report to the Chief Operating Officer.

Who we’re looking for:

• You’re up for the audacious challenge of transforming our democracy for Good.

• You have 3+ years of experience in customer success, preferably within an SMB or consumer SaaS organization. You’ve worked at an early or mid-stage technology startup on a small team.

• You have excellent communication and interpersonal skills, with the ability to convey complex information clearly and empathetically.

• You're a strong problem-solver with a proactive approach to identify and address user needs.

• You’re on the cutting edge testing the latest technology and AI tools that help scale the user success function.

• You’re systematic in everything you do, such as implementing new procedures, resolving user issues, organizing tickets, and interfacing with product, engineering, and QA to drive product improvements.

• You make technology accessible and have patience for users at all levels of proficiency. You’re a friendly face who can write and record educational content, FAQs and tutorials that help users confidently navigate the product.

• You thrive working at the startup speed that our mission demands.

• You’re strongly skilled with CRM and customer support systems (we use HubSpot Service Hub Enterprise).

• This is an individual contributor role that has the potential to evolve into a people management position leading the user success function. You’re comfortable building and leading a user success team.

Bonus if:

• You’ve built out the user success function from scratch at a startup.

• You have experience creating educational content for consumers.

• You’ve got experience studying, working, or volunteering in politics, civics, or democracy reform.

• You’re sick of sitting on the sidelines watching our democracy fail to meet its potential.

Why you should work at GoodParty.org:

• Join us in solving the biggest problem of our time – fixing our democracy – so all other problems can be solved.

• We’re a Public Benefit Corporation that prioritizes social impact over profit.

• Innovative Bitcoin denominated deferred bonus plan, allowing you to have the amazing upside of being in a startup while working on a truly meaningful mission.

• Work where and how you like, on a fully remote team spread across the country.

• Join a passionate team with diverse political views focused on one mission.

• 100% coverage of health, dental, and vision benefits for you and your dependents.

• We encourage you to take time off to recharge and have an unlimited PTO (sick and vacation) policy. This is a marathon, not a sprint. We believe a work-life balance is needed to get there.

• 401(k) program available so you can contribute toward retirement savings (no employer match).

• Individual learning & development budget to fund your growth.

• We’ll make sure you’ve got what you need to work remotely through our workspace setup stipend.

• If you work from home, we give $50/month to help with your internet and other expenses. If you prefer co-working, that’s an option we can discuss too.

• Fully funded for our mission. No stressing over whether the next round of funding will come through. Focus on making an impact. That’s what matters here.

The salary range is $70,000 - $100,000 for this remote, full-time position with excellent benefits. This range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. An employee’s position within the salary range will be based on several factors including, but not limited to, relevant experience, skills, seniority, education, qualifications, certifications, and organizational needs. We reserve the right to modify this pay range at any time.

We are not considering candidates currently based outside of the US, so please only apply if you are physically located in the US. Unfortunately, we are not able to provide sponsorship for any of our roles at this time.

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