Customer Success Engineer



Customer Service, Sales & Business Development
London, UK
Posted on Thursday, June 1, 2023
tl;dr: Cord — an SDK to empower collaboration in any SaaS tool — is hiring a first Customer Success Engineer. Come and join our friendly team of tech veterans, and shape how we tell our story to the world. We pay well and won’t burn you out. Details below.
Who is Cord?
Cord is a team of veteran engineers, designers, and product leaders from companies like Facebook, Google, Adobe and others, that brings the power of collaboration to every app. We’ve loved working together in products like Figma and Notion, and believe the rest of the internet should feel like that: connected, collaborative, multiplayer.
Our tools shape how we work, and at Cord we’re building out a massive vision: connecting teams across all of their tools, letting them collaborate in context, staying in flow and enjoying powerful, rich modes of communication and productivity. At the same time, we enable SaaS vendors plug in a platform that solves collaboration for them in the best way possible, letting them focus on the unique value they add instead of chasing to reinvent chat.
Cord was founded by an early Facebook engineer and a PM from one of Facebook’s acquisitions. It’s backed by the world’s top investors, who’ve built multi-billion $ companies and led the early investments in companies like Slack, Notion, Figma, Stripe, Robinhood and others. They believe our mission to make collaboration at work more effective will create the next exciting brand and make a dent in how teams accomplish things together, and they’re in it to help us do that. You can listen to some of their thoughts here: Index, NFX x Elad Gil, Harry Stebbings x Jeff Morris Jr., Lars Rasmussen and others. We have the runway and their tailwinds to go after this and swing beyond the fences.
But we want to build this the right way: We’re a friendly team of grownups who’ve done this before, and are in it for the long haul. We want to create an opportunity for all of us to do the best work of our lives. We want to create with like-minded, passionate tinkerers and product craftspeople. And we want to build the company that mixes the best from all the cultures we worked in: Transparent, egalitarian, supportive. In our experience, success and fulfilment comes from focus, quality tools, deliberation and honing your craft - not from thrash, arbitrary deadlines and all-nighters. You can check out some of the team testimonials on Glassdoor (Hardly any threats were used to extract these.)
What’s the opportunity?
We’re looking for a Customer Success Engineer to come and shape client integrations.
This is one of those rare opportunities where thoughtful, proactive customer engagement truly will make the difference. Cord will succeed or fail based on the quality of our users’ experience. As one of the key members of this discipline, you’ll be able to help us shape our approach and culture. This is something we’re committed to investing in, enabling you to bring great ideas to life.
This role is ideal for someone who wants to go early stage, with all the opportunity and scope that brings. If you ever want to start your own business and learn what it’s like to be involved in a rapid growth, early stage startup - this is the role and the stage to join.
What will I be doing?
Like all startup roles, there will be a huge mix of work. You might be leading a QBR for a whitehot SaaS company one day and handling bug reports the next. You’re both steering at 30,000 feet, and sweeping the driveway.

Big things

  • You’ll help PMs, engineers and designers build collaboration into the biggest apps in the world by being an expert on our API and on successful collaboration product design patterns
  • You’ll bring back the client’s voice to shape how we iterate on new products and features
  • You’re the frontline for all client interactions, responding to and owning client requests from the simple to the complex (this role has an on-call component too)
  • You’re the owner and guardian of Cord’s client support operations, organizing and introducing structure as you go

Little, but important things:

  • You will be working with sharp engineers, both on our Launch team and on client teams, solving thorny technical puzzles
  • You’ll also support customer relationships through proactive outreach to drive high quality integrations and build ongoing relationships with CTOs, engineers, and PMs
  • We expect you to try a bunch of new things, make interesting mistakes, and learn cool stuff in the process

What can I bring?

  • 3+ years’ experience in a technical role - bonus if you shipped production level code in Javascript, React, and Node but at a minimum you should know your way around a debugging console
  • Initiative, zeal, moxie - whatever you call it, that drive to take on brand new challenges (you’ll be the first person to do this job)
  • Problem solving with clients and understanding their products gets you out of bed in the morning
  • Nice to have but not required: experience working with dev tooling or API products

What can you offer me?

  • A very competitive salary and early-stage stock options
  • Best available private health and dental cover for you and dependents
  • Uncapped PTO
  • A parent-friendly culture
  • Whatever equipment you need
  • Local (Shoreditch, London) - Tue-Thu in office and Mon, Fri work from home. A thoughtful, focused culture minimizing unnecessary meetings.
  • You can become an expert in the fundamentals of customer engineering from scratch and into scale. You will have support and guidance from our team of veteran operators with multiple exits and experiences in key positions at $1B+ companies behind them.
  • What else? We’re new, shape it with us!