Customer Success Associate

Customer Success Associate

Dripos is transforming the coffee shop and restaurant industry with the premier all-in-one software solution. From point of sale and mobile ordering to payroll, supply chain, and more — Dripos does it all. Backed by leading investors including Base10 Partners, Cota Capital, and Y Combinator's Michael Seibel, Dripos is growing day-by-day.

We are a data-driven, fast-moving team that believes in transparency, iteration, and building side-by-side with our customers. Learn more about us from some of our press:

• TechCrunch: Dripos raises $11M Series A
• Stripe: With Dripos, it's no tall order running a coffee shop

About the Role

As a Customer Success Associate, you'll be the bridge between our customers and product team — helping our customers thrive. This role is about owning relationships, uncovering opportunities for growth, and creating a best-in-class success system through unrivaled customer support, account management, and product management.

You will handle daily customer support outreach, facilitate product feedback sessions, and own the customer relationship post-launch. Our startup environment means you'll wear many hats, own your projects, and have a real voice in how we shape the customer experience at scale.

What You'll Do

• Own Relationships: Build genuine and strong relationships with our customers, from multi-unit high-growth shops to third-wave single-units all across the United States.
• Support Excellence: Respond to customer inquiries via phone, text, and email with a problem-solving mindset.
• Product Expertise: Become an expert in all aspects of our product and build product knowledge resources.
• Product Feedback Loop: Collaborate with team to relay product feedback directly from customers.
• Process Iteration: Take part in weekly inter-team retrospectives to reflect, share feedback, and improve how we work and serve.
• Cross-Team Communication: Act as a conduit between customer insights and internal teams to influence product direction.

What We're Looking For

• Passion for customer experience and a genuine desire to help businesses succeed.
• Excellent written and verbal communication skills.
• Experience in a customer-facing role, ideally within SaaS or startups.
• Eagerness to experiment, fail fast, and continuously improve.
• Ability to multi-task, stay calm under pressure, and problem-solve on the fly.
• A strong sense of ownership and accountability.

Culture & Benefits

At Dripos, we embrace a "no-rules rules" philosophy — empowering autonomy, trust, and creativity.

• MacBook + all tech provided
• Catered daily lunch & late-night dinners
• Mental health or gym stipend
• Unlimited PTO
• Dog-friendly Manhattan office with full kitchen and snacks
• Full medical, dental, vision, life insurance & 401k
• Offsite team retreats & ongoing development support

Work Environment

This is a fully in-person role at our Manhattan office. We believe in the power of close-knit spontaneous collaboration, which is why our team is together five days a week!

Interview Process

We keep our process fast and human:

1. Phone Screen – Light intro to see if there's mutual fit.
2. Zoom Interview – Deep dive into your experience and our culture.
3. On-Site Interview – Meet the team, work through real-world scenarios, and get a feel for the environment.