About Sunset

Sunset helps tech startups shut down. We’re the 1-stop shop for dissolutions, handling all the legal, tax, and operational burdens that go into winding down. We make sure founders and investors avoid penalties, reduce liabilities, and can immediately move on to what's next.

Since starting, we’ve helped over 150+ Venture-backed startups shut down, are on a 7-figure revenue run rate, and raised $1.5M from some of the world’s best entrepreneurs and investors (Ryan Hoover, Balaji, Pomp, Hiten Shah, Sahil Lavingia, Codie Sanchez, Justin Mares, Lenny Rachitsky, Charles Hudson, Roger Lee, Eric Bahn, and many more).

About the role

As the Director of Customer Success at Sunset, you’ll be  managing the dissolution process for multiple clients as well as mentoring and managing a growing Customer Success team (currently two). You’ll help set the strategic vision for Customer Success at Sunset while working directly with clients, ensuring their needs are met during the delicate dissolution process. In this role, you’ll also be closely collaborating with sales and engineering/product to build scalable processes, track metrics, and improve our efficiency, all while championing a culture of empathy and client-first service.

 This role requires a blend of strong analytical skills and a high EQ to motivate your team and guide our clients through what can be an emotional and complex journey. You will report to the Head of CS. 

About you

• 3-5 years managing a Customer Success team, with proven leadership skills.

• 5+ years of experience working in tech startups, with a strong understanding of their unique challenges.

• Experience working with legal documentation and navigating complex processes is a plus.

• Excellent communication skills, both written and verbal, with an ability to build trust and rapport with clients.

• Ability to analyze data to drive decisions that scale operations while maintaining a personal, empathetic approach to client management.

• Comfortable with technology, including tools like Airtable, Notion, Google Suite, and Superhuman. Openness to learning new systems is essential.

In the first month, you'll:

• Immerse yourself in Sunset’s existing product, service, ICP, and team

• Join all customer calls to understand and empathize with our core users

• Review current client cases and dissolution projects to understand the scope, timelines, and critical milestones

• Start learning how our tooling and the end-to-end dissolution process works. This includes using software such as Notion, Google Suite, Superhuman, Airtable, and the products we've built.

• Start building strong, empathetic relationships with high-touch clients, serving as a trusted advisor during their dissolution process.

• Own your first 5-10 client accounts

In the first 3 months, you'll:

• Take full ownership of 15-20 client dissolution projects from kickoff to completion - utilizing effective time management skills to prioritize tasks and meet deadlines.

• Communicate effectively with clients, CPAs, legal counsel, and internal teams via email, slack, and phone, ensuring clear and timely updates throughout the dissolution process.

• Start helping motivate, support, and develop the Customer Success team, setting clear goals and using data-driven insights to track performance and identify areas for improvement.

• Support metrics associated with a successful CS organization

In the first 6 months, you'll:

• Identify and implement strategies to increase team capacity, streamline workflows, and reduce human error by leveraging data and technology.

• Have completed 30-50 client dissolution projects from kickoff to completion.

• Develop a deep understanding of common client pain points and challenges to improve service delivery

• Contribute to the creation of a comprehensive client onboarding and knowledge transfer process for any future hires