OPEN ROLE

Senior Customer Success Manager

The application deadline for this position is 6/5/2025 at 5pm EST.

About the Role

We’re looking for a Senior Customer Success Manager with a passion for Support and the community they are committed to fostering. They truly believe that the people are the most important part of the business and that includes not just the crew, but everyone we interact with.

A good portion of their day-to-day will be spent knee-deep in the support queue working alongside the Community & Support team, keeping a pulse on our community, common struggles per brand, and the overall health and effectiveness of the team.

Outside of the queue, they will also monitor community conversations on socials, Discord, Reddit, and our group of close customer insiders to understand our brand awareness and equity as well as struggles within the community which we might be able to alleviate or acknowledge. They are the voice of the greater Blender community to the Autotroph team.

This position manages a small team and reports directly to the Director of Community and Support where their insights are trusted and encouraged. They will embrace projects greenlit by the Leadership Team and inspire their team to engage in the project’s success.

Beyond solving problems, this person is expected to bring improvements to our systems, create and deliver documentation to be shared internally and externally and truly engage with the Blender community and the Autotroph team.

As a remote team member, you may be expected to travel a few times per year for company meetups or industry events.

About Autotroph

Autotroph is the people-first company behind CG Cookie, an online learning platform for Blender artists, Superhive (formerly Blender Market), a vibrant marketplace for Blender creators, and Orange Turbine, a powerhouse for tool creation to make work in Blender more efficient and beautiful.  These brands provide full support and a welcoming ecosphere for the Blender artist.

Recently, we have also accepted the invitation of the Blender Foundation to host officially recognized Blender Conferences in North America; the only of its kind outside the long-running Amsterdam BCON and a great community service to the large number of Blender users in North America.  

Our mission is to foster and elevate creatives in the Blender community. 

Autotroph maintains a close-knit team while allowing the freedom to be fully remote. Learn more about who we are and how we work through the Autotroph Company Handbook

Who you are

You should have a proven history of bringing communities together, creative and flexible problem solving, exceptional written communication skills, managing a small team and bridging the world of business and community.

You have a magical ability to take a tense and adversarial conversation along a ride until an authentic, kind, and productive conversation is born. Even better, these conversations bring you much joy in the end.

You're independent, but not at the sacrifice of the team's greater good. As a fully remote team, we seek self-starters who can manage their time and tasks, set goals for themselves, communicate them, and achieve them. You are comfortable and encouraged to reach out when you need help as well as drive your own successes. You embrace and dive into community projects and creative opportunities as well as dreaming up more initiatives of your own.

Preferred qualifications

• 3+ years of experience in customer support, community management, or related leadership roles.
• Demonstrated experience managing a small team and building support systems.
• Familiarity with tools like Help Scout, GitHub, Basecamp, Slack, and Discord.
• Bonus: Experience with Blender, CG tools, or working directly with creative communities.
  

Why join us

• Mission-Driven: Help foster and support a global community of Blender artists and creators.
• Remote-First: Work from wherever you are within the United States with a flexible, self-directed schedule.
• Tight-Knit Team: Join a collaborative, creative, and caring crew.
• Work to Live: Enjoy a four-day work week and flexibility to put life and family first.
• Room to Grow: Your voice will matter. Your ideas will shape the future of our products and community.

Communication tools we use

• Basecamp: Primary communication tool for project and task management, including internal documentation.
• Hey: Our collaborative email system.
  
• Slack: Daily instant communication as needed.
• Help Scout: Our customer help desk where tickets are assigned and responded to.
• GitHub: Where our codebases are managed.

More About Us

Autotroph, Inc. is a 100% distributed remote team working across three countries, six time zones, and 10 different states. To learn more about our values, history, and how we work at Autotroph, check out our company handbook.

Benefits & Nitty Gritty

• This is a full time salaried position that is 100% remote
• Applicant location limited to North America
• Full time employees work four days per week
• Starting salary will be $75,766.58/year
• See full list of perks and benefits
  

Our hiring process

Candidates should expect the following when applying:

1. Application review

We screen every single application carefully. Applicants meeting our requirements will receive an invitation to an initial interview with the Director of Community & Support. Applicants not meeting our current specific criteria will recieve an email informing them of our choice to move forward with other candidates and an invitation to apply again at another date.

2. Initial interview

In our first conversation, candidates will get acquainted with the department head and the company. Candidates should be prepared to answer generally standard introductory questions and elaborate on their qualifications.

3. Assessment

Those applicants that pass the initial interview will be invited to complete an assessment to guage communication style, skills, and conflict resolution capabilities. Candidates who are not proceeding will recieve an email thanking them for their interest as well as an offer for application feedback.

4. Second interview

After the initial interview and assessment the best applicants will be invited to a second interview, where we will dive deeper into your customer success expertise. Candidates should be prepared to share stories and examples which demonstrate their experience working in relatable environments and solving customer problems. We will inquire about your approach to customer success, your learning process, and how you collaborate with others.

Everyone satisfying our requirements at this stage will receive a followup email inviting them to a final interview. Candidates not selected for this final stage will receive an email with the news and an offer of personal feedback.

5. Final interview

In the last round of interviews, candidates will join us for a more personal, in-depth conversation. The emphasis will be on ensuring there is an alignment of goals and values. We want this arrangement to be a positive step in your career as much as we want an additional contributor on our team. This conversation is intended to lay out our vision for the future while learning about yours' as well.

6. Final candidate selection

Those of us involved in the hiring process will confer following the final round of interviews. Our chosen candidate will receive a formal offer via email as soon as we have made our decision. Once that candidate has accepted the offer, all other remaining candidates will be sent an email thanking them for engaging in the process and inviting them to apply again when we post another open position.

How to apply

We look forward to reading your cover letter that reflects your personality and passion, and any relevant links (LinkedIn, portfolio, community examples). Put that together with your resume and submit your application below: