Who We Are

For the 57 million freelancers (36% of the US workforce), the administrative burden of self-employment is a full-time job that doesn't pay. Wingspan is developing the first one-stop shop for knowledge-based freelancers that streamlines income, benefits, and taxes -- think Justworks for freelancers.  We've assembled a world-class team that has the HR, technology, and insurance expertise to execute this vision and build Wingspan into a big business with significant impact.

Your Role

We’re looking for a customer success manager who is highly empathetic, eager to understand customers’ root issues, and whose passion is giving people tailored solutions and mentorship that result in confident and sustainable success.

This is the first Product Success role and reports directly to the CEO.

What You'll DoOwn the entire customer journey

• Own our customer support system, driving adoption through answering support tickets
• Standardize our processes and communications for a supportive experience from onboarding through adoption
• Stay up-to-date with new products/features and consistently communicate these updates, enrolling customers in new beta programs

Become a trusted advisor on freelancing

• Act as a primary point of contact for customers’ in-depth questions, guiding them towards tailored solutions
• Educate our customers on the unique value and full context of our product through 1:1 video calls, webinars, and documentation
• Communicate best practices clearly to a wide variety of audiences - from freelance newcomers to the pros

Additional responsibilities

Advocate for the best customer experience

• Collaborate with product managers, designer, and engineers to facilitate a culture of customer empathy and influence product development
• Collaborate with marketing on product launches and broader freelancing community engagement
• Catalog customer feedback and report issues to ensure strategic prioritization on our product roadmap

Track our success

• Own and standardize product adoption metrics, retention rates and engagement strategies throughout the customer lifecycle
• Implement NPS and maintain high scores
• Continuously communicate key metrics to peers and leadership

Who You Are

• 3-5 years of work experience with 2+ years working directly for SaaS companies. Customer-centric roles like UX research and account management encouraged to apply!
• Great written & verbal communication. You make complicated topics easy to understand and are comfortable with heavy customer interaction.
• Self starter. You are a proactive problem solver who is curious and energized even in uncharted territory.
• Early-stage mentality. You have the skills to elegantly navigate conflict and complex challenges and remain confident in a rapidly changing, fast-paced environment.
• Empathetic. You develop strong personal connections, believing great support can transform the user experience

Bonus points:

• Experience supporting products with complex systems like HR, finance, or healthcare
• Experience managing customer feedback to collaborate with product teams
• Reporting metrics and running NPS

Benefits + Perks

Wingspan's members are from a wide variety of backgrounds, all seeking their own unique version of freelancing success. We hire people who reflect and celebrate this. If you’re as excited to champion freelancers as much as we are, you’ll fit right in at Wingspan.

We offer significant equity allocations, healthcare coverage, and flexible vacation/PTO. 

We appreciate candidates who are open and honest about what they’re looking for so we can ensure it’s a fit on both sides. 

Sound interesting? We look forward to hearing from you. Join us to reimagine the future of work and money!