Client Success Manager
Sunset · New York City
About us
Hi, we’re Sunset – one of the fastest-growing tech startups helping venture-backed startups shut down gracefully. We’re the one-stop shop for dissolutions, handling all the legal, tax, and operational activities involved in winding down.
In 2 years, we’ve helped hundreds of venture-backed startups shut down, scaled from $0 to multi eight-figure run rate, and raised over $12M from top-tier investors, including Floodgate, Afore, Ludlow, and Hustle Fund, to further our mission to help founders find what’s next.
We’re a growing team with offices in Brooklyn, NY, and would love for you to join us! You can learn more about Sunset here.
About the role
Due to continued growth, Sunset is expanding our client success team and seeking an ambitious Client Success Manager based in New York City (or open to relocation), reporting to the Director of Client Success. As an early member of the team, this role will serve two purposes: first, to provide frontline (reactive) support to clients throughout the dissolution process; and second, to assist with key aspects of the wind-down, such as dissolution filings and the redistribution of capital to investors.
As a Client Success Manager at Sunset, you will own a dedicated set of clients through the entire lifecycle of a company wind-down. This is a hands-on role that blends frontline client support with deep operational execution. Success is measured by speed, accuracy, and client confidence, not revenue or renewals.
This role is a core part of Sunset’s client success function, with opportunities to grow into senior individual contributor or team leadership roles as the company scales.
About You
Your superpower is staying organized, and you are keen to plan and prioritize work to ensure issues do not fall through the cracks, all deadlines are met, and clients receive a world-class experience
A people person; you love talking to people on the phone and building a strong rapport with customers
An empathizer; you connect with customers in a genuine way that lets them know you care about their issues (shutting down a company is one of the most difficult times in a founder’s journey)
Comfortable making judgment calls and moving work forward in ambiguous, high-stakes situations
A great teammate who can both follow and lead depending on the situation
Able to learn about new, complex processes such as dissolution, and explain those processes in beautifully simple terms to multiple stakeholders: founders, lawyers, investors, and tax professionals
Curious and have a natural ability to "zoom out" of a problem, in order to ask the right questions
You’re excited about our mission to help founders find what’s next – our goal is to make the painful process of dissolution significantly easier, and give them the space to figure out what’s next
What will I be doing?
Be the first responder to all client queries via tickets, email, and phone for a dedicated set of accounts you own
Own the customer experience across all aspects of the dissolution, while maintaining high CSAT/NPS and fast response times against defined SLAs
Handle key activities of the dissolution process, such as filing IRS 966, creating asset transfer agreements, closing third-party client accounts, and distributing capital to investors
Onboard new clients into the Sunset platform, setting them up for success and helping them to orient on the end-to-end dissolution process
Become a subject matter expert in corporate wind-downs, with the ability to seamlessly support clients at any stage of the process to ensure they can efficiently and accurately wind down
Continuously look for solutions to problems and propose improvements if something could work better
Drive product change and improvement to make Sunset the leading solution for startup dissolutions
Collaborate with other Client Success Managers, Engineering, and Sales/GTM in supporting clients
Craft educational content for the Sunset help center
What skills do I need?
2–4 years of experience in a client-facing operations, customer support, or customer success role, ideally in a complex or regulated environment
Experience supporting customers via phone, email, tickets, or live chat
Ability to learn complex processes that are supported by software, and become a subject matter expert
The ability to evaluate, troubleshoot, replicate, and follow up on customer questions and issues
Knowledge of common help desk/ticketing solutions, such as Zendesk, Pylon, etc.
The ability to stay organized across multiple dedicated clients, managing both reactive issues and proactive activities throughout the dissolution
Excellent written and verbal communication skills across diverse stakeholders, including legal, founders, investors, and tax professionals
What this role is/is not
This role is
A high-ownership client-facing role
Deeply operational and execution-oriented
Measured by responsiveness, accuracy, and outcomes
This role is not
A sales, renewal, or upsell role
A long-term account management position
A purely reactive “call-center” support role
This role is not for you if
Early-Stage: You’re not interested in early-stage startups
NYC: You don’t live in NYC or want to move to NYC
Office: You don’t want to work in person, 5 days a week
Transactional: Although we build meaningful relationships with our clients, these engagements are time-bound and not long-lasting.
How we hire
Intro chat (20 min) - mutual fit and interest
Deep-dive (1 hr) - detailed experience and review of background
Team fit (30 min) - interview with a current member of the team
Take home (2-3 hrs) - case study to be completed asynchronously
Onsite (3-4 hrs) - present case study, additional interviews with CEO/CTO, meet the team
Offer - reference check, start date
Benefits
At Sunset, we believe in taking care of our team. Our comprehensive benefits package includes:
Salary + Equity: We offer a competitive salary and equity, so you can grow and build with us long-term
Health Coverage: We cover 100% of premiums for medical, dental, and vision insurance, offering the best and most comprehensive plans available.
Generous Time Off: We offer unlimited PTO and 10 company-wide holidays.
Office Setup Allowance: $500 allowance for your in-office desk setup, ensuring you have the tools you need to succeed.
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