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14 days ago
Requirements and responsibilities
Sharetru is the secure file-sharing platform built for compliance-driven industries. We are FedRAMP Moderate Authorized Service and purpose-built for organizations that need to share controlled unclassified information (CUI), protected health information (ePHI), ITAR-regulated data, and FINRA-governed files without compromise.Our customers—across government contracting, healthcare, defense, and financial services—rely on Sharetru because data security isn’t optional for them. It’s the foundation of their operations. We give them a platform that works the way they work: through our web app, secure links, or automated transfers via native SFTP, FTPS, or FTPeS integration. One platform, multiple options, zero compliance gaps.Today, we serve 675 customers and are growing. We’re building a customer success function from the ground up—and that’s where you come in.The RoleThis is not a steady-state CSM position where you inherit a playbook and run it. You will be the first dedicated customer success hire at Sharetru. Your primary mission is twofold: ensure every new customer is onboarded successfully and deeply adopted, and own the renewal pipeline so we retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally.You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. It also means the stakes are real: these are compliance-critical customers whose renewal decisions often hinge on trust, responsiveness, and deep understanding of their regulatory environment.The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role.Key ResponsibilitiesOnboarding (Primary Focus)Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realizationDesign and implement a repeatable onboarding playbook tailored to compliance-driven use cases: getting customers securely transferring CUI, ePHI, ITAR, or FINRA data within their first weeksCreate onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segmentsReduce time-to-value by proactively guiding customers through configuration, integrations (SFTP, FTPS, FTPeS), and compliance-specific workflowsIdentify and address adoption risks early—customers who aren’t actively using the platform within 30 days of kickoff should be on your radar before they become churn risksRenewals & Retention (Primary Focus)Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retentionBuild and manage a renewal tracking system with 90/60/30-day outreach cadences so no contract expires without a conversationIdentify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too lateSurface upgrade and expansion signals (growing teams, new compliance needs, increased usage) and hand off qualified opportunities to the account executiveSegment the customer base by ARR and risk profile to prioritize high-touch renewals for strategic accounts vs. scaled motions for the long tailBuild the Customer Success FoundationDesign and document Sharetru’s customer success playbook from scratch: onboarding workflows, health scoring, risk identification, escalation paths, and renewal cadencesSelect, implement, and manage a customer success platform (e.g., Custify, ChurnZero, Vitally, or similar) to operationalize health tracking and renewal managementDocument institutional knowledge from the CEO transition into repeatable processes and customer profilesCreate templates and frameworks (QBR decks, onboarding checklists, renewal communication sequences) that can scale as the team growsQBRs & Customer Advocacy (Secondary)Conduct Quarterly Business Reviews for strategic accounts—tailored to each customer’s compliance requirements, usage patterns, and business objectivesBe the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadershipPartner with the account executive to ensure smooth handoffs on expansion opportunities and flag accounts where upgrade conversations make senseIdentify and cultivate customer champions for case studies, referrals, and referencesRequirementsMust-Have3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book (not supporting someone else’s)Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention ratesCompliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). You can discuss audit timelines, data handling requirements, and compliance obligations in a customer conversation without needing coachingExperience building or significantly improving a customer success process, playbook, or system from scratch—in an environment with limited resources or infrastructureStrong organizational skills with the ability to manage a large book of business, prioritize competing demands, and maintain disciplined follow-through on renewals and escalationsExceptional communication skills: you can translate technical compliance concepts for non-technical stakeholders and simplify complex product capabilities for customersSelf-starter mentality—you’re comfortable working autonomously, making judgment calls, and operating in a fast-moving environment where the playbook doesn’t exist yetStrong PreferenceBackground in GovTech, healthcare IT, defense/aerospace software, or financial services technology—industries where data security is non-negotiable and customers treat compliance as a business-critical functionExperience with customer success platforms such as Custify, ChurnZero, Vitally, Gainsight, or TotangoFamiliarity with SFTP/FTPS file transfer workflows or technical product environments where customer use cases involve infrastructure-level integrationsTrack record of managing 150+ accounts simultaneously while maintaining high renewal ratesNice-to-HaveExperience working directly with C-suite stakeholders (CISOs, CTOs, compliance officers) as primary points of contactFamiliarity with FedRAMP authorization processes and the compliance lifecycle from the customer’s perspectivePrevious role as the first CS hire or early-stage team member at a growth-stage companyWhat Success Looks LikeFirst 30 DaysComplete onboarding with the CEO to absorb institutional knowledge of key accounts, common workflows, and customer relationship historyUnderstand Sharetru’s product deeply enough to walk a new customer through setup and answer compliance-related questions confidentlyIdentify the top 20 accounts by ARR and the top 20 by churn risk—begin relationship introductions and audit the upcoming renewal calendarShadow or co-lead at least two customer onboardings to understand the current experience and identify gapsFirst 60 DaysOwn the renewal pipeline independently—no renewal in the next 90 days should be untracked or without a proactive outreach planDraft and begin implementing a standardized onboarding playbook with clear milestones, timelines, and compliance-specific configuration stepsPropose a customer segmentation model (high-touch, mid-touch, scaled) based on ARR and risk analysisComplete Health Scoring implementation in our CS platformFirst 90 DaysFully own onboarding for all new customers with minimal CEO involvement—new customers should experience a structured, professional onboarding from day oneHave a documented renewal process with 90/60/30-day outreach cadences operational and tracking renewals across the full customer baseDeliver a documented CS playbook covering onboarding workflows, renewal process, escalation paths, and initial QBR frameworkEstablish measurable baselines for key CS metrics: time-to-value for new customers, renewal rate, and gross retention rateBenefitsCompetitive salaryFully remote roleEmployer-paid medicalEmployer-paid dental and vision insurance401k/Roth with company matchPaternity/Maternity LeavePaid time off + Medical Leave + 10 company holidaysProfessional DevelopmentCompany provided technologyDirect access to the CEO and meaningful influence over onboarding, retention strategy, and customer experienceThe opportunity to build and own an entire function from the ground up—not inherit someone else’s playbookWork on a product that genuinely matters: our customers rely on Sharetru to protect some of the most sensitive data in their organizations. The work you do has real impact.
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