Trust & Safety Customer Success Program Manager
| Company | Trust Lab |
|---|---|
| Location | San Francisco, CA, USA, Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Strong knowledge of online platforms, content moderation, user behavior analysis, and regulatory compliance
- Familiarity with industry standards, best practices, and emerging trends in Trust & Safety
- Strong analytical and problem-solving abilities, with a data-driven mindset to drive decision-making and continuous improvement
- Ability to thrive in a fast paced, dynamic environment, with a love of building policies and procedures from the ground up
- Bachelor’s degree in a related field such as Philosophy, Political Science, Public Policy, etc.
Responsibilities
- Onboarding new customers and proactively identifying customer needs and desired outcomes
- Fostering trustworthy and highly communicative relationships with customers to ensure that TrustLab is exceeding its customers’ expectations
- Collaborating with cross-functional teams to handle customer escalations where applicable
- Ensuring customer retention and driving growth within our existing customer-base
- Collecting and analyzing customer feedback for product and process enhancements
- Identifying potential sponsors and advocates and preparing customer testimonials
- Promoting a culture of customer success and centricity throughout the organization
Preferred Qualifications
- 2-5+ years of program management experience on a digital platform’s Trust & Safety team
- Experience working with cross-functional stakeholders (both internal and external) to deliver a product or service
- Experience working in a start-up environment