Dishaya / Careers / Founding Customer Success Manager

Founding Customer Success Manager

Make the first two hundred users feel like founders too. You are the human loop between the people who use Dishaya and the roadmap that serves them: what they say reaches us, and what we do reaches them.

Business · Remote-First · Founding Equity

About Dishaya

Dishaya makes research people can actually send. One question in; a client-ready report, deck, and source ledger out, with every claim checked against the exact passage it cites and labeled verified, partial, unverified, or contradicted. What fails the check is disclosed, never hidden. We are early, independent, honest about both, and building toward one ten-year outcome: "Verified by Dishaya" becoming a mark a reader trusts before they read. More in About and Principles.

Why This Role Matters

A product that promises honesty cannot outsource its human relationships to autoresponders. The first two hundred people who join will bet their reputations on work packages they send to clients and colleagues; how we treat them in their first month decides whether they stay for years and bring their peers. This role owns that treatment. When a founding member feels heard, the roadmap gets smarter and the company earns a story no marketing budget can buy.

What You'll Work On

• Onboarding that respects the time of busy people: a new user reaches their first finished work package quickly, without a tour they did not ask for.
• The feedback loop into the public board: what users say becomes visible, prioritized, and answered, and users can watch it happen.
• Renewal and expansion earned by outcomes: people stay because their work got better, and you can point to the moments where it did.
• Support that tells the truth: when something is broken or missing, users hear it plainly, with a timeline we actually keep.

We describe work by the outcomes you will own rather than by our internal systems; you will see everything on the inside from day one.

Responsibilities

• Own the founding-member relationship end to end: first welcome, first work package, first renewal.
• Run support with a writer's care; every reply is public-quality prose even when only one person reads it.
• Turn scattered feedback into clear, ranked signals the roadmap can act on, and close the loop when we ship.
• Escalate honestly and early: bugs, at-risk accounts, and promises we are in danger of missing.
• Write things down: playbooks for onboarding and support that a second hire could run tomorrow.

Required Qualifications

• Customer success or support experience in a technical product, with users whose time was expensive.
• Excellent writing: clear, warm, and precise, because most of this job happens in text.
• Judgment on when to escalate, when to say no, and when a workaround is worse than the truth.
• Comfort being the only person in your function; you set the bar because there is no one else to set it.

Preferred Qualifications

• You have been the first or only success hire at an early-stage company and can talk about what you would repeat and what you would not.
• Experience serving consultants, analysts, researchers, or others who deliver work to clients under deadline.
• You have run a feedback program that visibly changed a product, and users noticed.

Nice To Have

• Published writing, help-center work, or community moderation that shows your voice.
• Enough technical curiosity to reproduce a bug and describe it precisely to an engineer.

What Success Looks Like

• 30 days: you have personally onboarded every new founding member, spoken with a meaningful share of existing ones, and written down what actually blocks people between signup and their first finished work package.
• 90 days: onboarding and support run on playbooks you wrote, the feedback loop into the board is alive and users see their requests answered, and at least one shipped improvement traces directly to a conversation you had.
• 365 days: founding members activate, stay, and suggest features because they were heard; renewals are earned rather than defended; and the strongest line in our story is what our earliest users say about us unprompted.

Team Principles

• Honesty over fluency, in the product and in code review.
• Delete before you add; every abstraction earns its keep.
• Evidence over enthusiasm; direction comes from users.
• Small, senior, trusted; you own outcomes, not tickets.

Benefits

• Founding-level equity; early means it matters.
• Remote-first, judgment over time zones.
• The hardware and tools you need, without a procurement dance.
• Direct access to how the company runs: numbers, decisions, reasons.

Interview Process

1. Intro conversation (30 minutes): the honest state of the company, and what you want to build.
2. Craft deep-dive: real decisions inside work you shipped.
3. Paid working session: scoped, close to the real job, never spec work we ship.
4. References and a clear written offer, fast.

Equal Opportunity

Dishaya is an equal opportunity employer. We evaluate candidates on craft, judgment, and alignment with how we work, never on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.