Customer Support & Success Associates

Customer Support & Success Associates

We are seeking highly productive and customer-focused problem solvers who will ensure our clients get the most out of Heron. You'll take ownership of customer support and proactive success management, all while pulling together recurring feedback to inform what our engineers build. If you're dependable, detail-oriented, and thrive on helping customers succeed, we'd love to hear from you.

The Opportunity

From day one, you'll be hands-on: helping customers get started, resolving live support issues, and feeding back what you learn to our engineers to make the product better.

You'll be a key part of our NYC team, working directly with founders, engineers, and customers. When a process is unclear, broken, or missing entirely, you'll help design and improve it.

As Heron grows, you'll have the chance to expand your scope across product, success, and operations. If you thrive in a fast-paced environment and love making customers successful while improving how things work, this role is for you.

What You'll Do

This is a hands-on, customer-facing role focused on running and improving core processes. Examples of what you might do:

• Support existing customers: respond to and resolve technical issues to keep things running smoothly.
• Drive customer success: deeply understand our customers' workflows, how they use Heron, and how we can deliver even more value to them.
• Improve our operations: help us run a tighter ship by refining our tools and internal workflows.
• Shape the product: surface recurring issues or feature gaps to inform what we build.

What We're Looking For

We expect that strong candidates will have the following experience:

• Customer success or account managers – you've owned customer relationships and outcomes, and you're eager to get closer to the product by solving problems hands-on and feeding insights directly into engineering.
• Support engineers or technical customer operations professionals - you are used to fixing customers' biggest and most urgent issues and this is your opportunity to take even more ownership of customer relationships and a product.
• Operations generalists with technical and/or customer-facing experience in startups or professional services/consulting - you've built a strong skillset and now want to dive into deploying software for customers.

Regardless of specific background, our ideal hire will be:

• Detail-oriented and dependable: You catch issues others might miss and can be trusted to follow through with minimal oversight.
• Highly productive: You get a lot done and thrive in fast-paced, high-output environments. You take pride in making problems disappear.
• Technically inclined: You're not an engineer, but you're confident working with data, understanding technical systems, and digging into details.
• A natural problem-solver: You're resourceful and persistent. When something's broken, you roll up your sleeves and figure it out.
• A clear communicator: You explain things clearly and concisely, whether to a customer or a teammate.

Above all else, we value people who want to make an impact in their work. Here are some of the behaviors that we expect of all Herons:

• Scrappy and creative: When faced with an obstacle, you will either overcome it by pure determination (i.e., by hand), or find an unconventional approach or 'hack' to navigate it.
• Persistent: You may not always find the right answer or person immediately, but you're motivated to keep on trying until you do so. You'll go the extra mile - including flying to Gainesville - if that's what it takes.
• Pilot not passenger: At a fast-growing company like Heron we need people who jump on opportunities unprompted and drive them to a great outcome, rather than folks who wait to be told what to do.
• Excited to work in a fast-paced, high-growth, team-based environment: We aim to move quickly and decisively, but together. You'll be a great team player and do what it takes for the team to succeed.

What You Can Expect as a Heron

• Competitive compensation, including equity
• Based full-time, and in-person in our NYC office, with occasional travel to customers (across the country) and company retreats (often in London)
• Your choice of top-of-the-line equipment to fit out your desk in our office
• Competitive benefits package: health, dental, vision with partial coverage for dependents; 401K; uncapped PTO; parental leave
• Free mental health support via Spill - on-demand access to therapy
• Weekly company lunches (always inclusive and vegan-friendly - especially if you like Vietnamese food!)
• Applicants from any background and gender are welcome and we have a zero tolerance policy on discrimination