Customer Success Specialist

About Metal

Metal is an AI-powered operating system for founders raising venture rounds. Our platform brings intelligence and efficiency to the core workflows involved in venture rounds — finding the right investors, mapping relationship intelligence to land introductions, and getting context-rich guidance on key questions around round strategy and collateral.

About the Role

As part of our sales organization, the Customer Success Specialist (CSS) role focuses on ensuring a world-class onboarding experience for customers on the Metal platform. Successful candidates will demonstrate an ability to become subject matter experts on Metal's product capabilities with a strong internal motivation to help customers win.

The role will work closely with our product and engineering teams to ensure that feedback from the market flows quickly to inform our product roadmap and direction. Potential growth paths include team leadership and transitioning into strategic partnerships. The right candidate(s) will play a critical role in shaping the customer journey, setting the tone for long-term retention and driving upsell opportunities.

What You’ll Do

• Run structured onboarding calls with new customers, guiding them through setup and best practices.

• Troubleshoot issues in real time and remove blockers to ensure trial success.

• Collaborate closely with AEs for smooth handoff of qualified customers.

• Track onboarding paying conversion rates and continuously optimize the onboarding process.

• Contribute to building Metal’s customer success playbooks and documentation.

• Advocate for customer needs internally, providing input to product and sales.

What We’re Looking For

Non-Negotiable Qualities

• Comms Fluency: Native-level spoken English; clear and confident with North American customers.

• Critical Thinking / IQ: Strong problem-solving and troubleshooting ability.

• Drive / Internal Motivation: Ownership mindset and passion for helping customers succeed.

• Culture Fit: Ambition, humility, and learning capacity.

Minimum Qualifications

• Experience in customer-facing roles (support, onboarding, success, or implementation).

• Proven ability to manage multiple customer accounts and deliver measurable outcomes.

• Availability to work 10PM to 3AM PKT at least four nights per week.

• Comfortable working in a fast-paced environment with high standards for quality.

Preferred

• Experience in SaaS onboarding or customer success functions.

• Familiarity with early-stage startups or tech-driven customer journeys.

• Track record of improving retention or customer adoption metrics.

Why Join Metal?

You’ll be the first Customer Success Specialist at Metal, shaping the onboarding experience and setting the foundation for our customer success org. This role offers direct exposure to founders, the opportunity to create impact from day one, and a pathway to leadership as the team scales.