About the Role At Artyc, we're building the future of cold chain logistics—cleaner, smarter, and more precise. As our Customer Support and Success Manager, you’ll be the connective tissue between engineering, commercial, and operations teams. You'll serve as the voice of the customer, ensuring insights are translated into clear, actionable steps across the company.

This is a dynamic, high-ownership role ideal for someone who thrives in ambiguity building processes and systems from scratch, and that bring clarity to complexity. You’re energized by daily variety, passionate about helping customers succeed, and driven to continuously improve internal workflows.

What You'll Do

Customer Facing

This role manages the full life cycle of the Artyc experience. As the customer’s advocate you would onboard, educate, monitor, report, and offboard Customers. Customer facing tasks include:

• Become a power user of Artyc’s shippers and software platform
• Onboard new customers with engaging, technically sound product demos
• Account management, monitoring and reporting customer activities and use cases to Sales and Leadership
• Identify gaps before they reach or impact the customer

Operations Facing

With the close customer relationships and insight you will be the liaison to streamlining operations. You will need to translate customer feedback and synthesize recommendations for operations and engineering. You will also need to:

• Draft and manage documentation—internal SOPs and customer-facing guides—with clear version control and formatting
• Support and manage the Operations Quote-to-Cash processes and systems
• Triage and troubleshoot Customer issues and corrective/preventive actions spanning hardware, software, sensors, and electronics
• Prioritize and project manage continuous improvement opportunities across Sales, Operations and, Product Engineering.

You’ll be a Good Fit If:

• You’re a self starting, strong, and organized communicator
• Enjoy writing clearly and concisely, both for internal systems (SOPs) and external communications (customer pamphlets)
• Comfortable collaborating across engineering, product, ops, and sales teams
• Excited to build systems from the ground up with a strong sense of ownership

Preferred Experience

• Familiarity with HubSpot CRM, Notion databases, and/or Apollo.io
• Passion for environmental innovation in life sciences and healthcare
• Any scientific background (especially analytical chemistry, biology, or wet lab experience) or research support is a plus!

Location & Time

• Hybrid (3 days in office), based in our HQ in Fremont, CA 
• Full-time position
• Occasional travel: visits to Bay Area customers every few months and warehouse visits ~2x/year

Compensation & Benefits:

• Competitive salary
• Paid time off
• Medical, Dental & Vision
• 401k
• Company retreats, bi-weekly lunches, team events & more!