Patrol
Patrol is on a mission to help brands building on Shopify become more accessible and ADA compliant. Our AI-powered platform helps Shopify merchants automatically find and fix accessibility issues, ensuring their websites are more ADA-compliant. From auditing and practical testing to generating and applying accessible code changes, Patrol enables brands to deliver better, more inclusive shopping experiences and better protect themselves from the 10,000+ demand letters and ADA lawsuits targeting brands every year.
We’re proud to work with a fast-growing roster of forward-thinking DTC and CPG brands. We’ve been scaling rapidly since our seed round, backed by top investors like NextView, Founders Collective, Newark Venture Partners and Hawke Media, and we’re just getting started. As a small but mighty team, we operate with high trust, low ego, and an obsession with building a product our customers love. You’ll have direct access to the leadership team, real ownership over your work, and the opportunity to shape a product that’s changing the way brands approach accessibility.
Your Mission As Patrol’s
Founding Customer Success Manager , you will be the primary point of contact for our customers helping them onboard successfully, get measurable value from our platform, and renew year after year. You’ll be the voice of the customer internally, collaborating with Engineering to ensure we’re delivering solutions that solve real problems.
What You’ll Do
Own the end-to-end customer journey, from post-sale onboarding through ongoing success and renewal.
Develop and execute tailored onboarding plans to help new customers quickly see value from Patrol.
Build strong, trusted relationships with key stakeholders at each top account, understanding their goals and challenges.
Monitor product usage, adoption, and engagement, identifying at-risk accounts early and taking proactive action.
Partner with Sales to identify upsell and cross-sell opportunities that align with customer needs.
Create and refine scalable success resources, playbooks, and processes to improve efficiency and customer outcomes for different customer buckets (GMV based).
Advocate for customers internally, providing feedback to Product and Engineering on feature requests and usability improvements.
Track and report on key customer success metrics, including adoption rates, NPS, retention, and expansion.
Who We’re Looking For
2–5 years of experience in Customer Success, Account Management, or a client-facing role at a SaaS company (Shopify ecosystem experience strongly preferred).
Proven track record of driving activation, renewals, and expansions while maintaining high customer satisfaction.
Strong relationship-building skills with brand founders and day-to-day operators alike.
Excellent communication, presentation, and problem-solving abilities.
Experience creating and improving customer onboarding processes and success playbooks.
Familiarity with CRM and success tools like Attio, Hubspot, and Intercom.
A proactive, ownership-driven mindset, comfortable building structure in a fast-moving startup environment.
Why You Should Join Patrol
Mission With Real Impact:
Help people living with disabilities and entrepreneurs building in the Shopify ecosystem with one product.
High-Ownership Environment:
Small team, big opportunities to shape and lead a new function as the company scales.
Backed by Top Investors:
NextView, Founders Collective, Newark Venture Partners, Hawke Media, and Pari Passu Ventures.
Culture of Trust & Autonomy:
Outcomes-focused, collaborative, and hands-on.
Flexibility:
Hybrid / Remote-friendly with in-person collaboration in Cambridge, MA as needed.
Perks
Competitive compensation and equity.
Flexible, Hybrid work.
Free Healthcare, Dental, and Vision coverage from day one.
401k Match for all employees.
Team Lunch is covered every Wednesday.
Opportunities for career growth as we scale.
How to Apply Apply for the role and include the title of the role and your resume: apply@patrolapp.ai
Seniority level Mid-Senior level
Employment type Full-time
Industries Digital Accessibility Services
Referrals increase your chances of interviewing at Patrol by 2x
#J-18808-Ljbffr
We’re proud to work with a fast-growing roster of forward-thinking DTC and CPG brands. We’ve been scaling rapidly since our seed round, backed by top investors like NextView, Founders Collective, Newark Venture Partners and Hawke Media, and we’re just getting started. As a small but mighty team, we operate with high trust, low ego, and an obsession with building a product our customers love. You’ll have direct access to the leadership team, real ownership over your work, and the opportunity to shape a product that’s changing the way brands approach accessibility.
Your Mission As Patrol’s
Founding Customer Success Manager , you will be the primary point of contact for our customers helping them onboard successfully, get measurable value from our platform, and renew year after year. You’ll be the voice of the customer internally, collaborating with Engineering to ensure we’re delivering solutions that solve real problems.
What You’ll Do
Own the end-to-end customer journey, from post-sale onboarding through ongoing success and renewal.
Develop and execute tailored onboarding plans to help new customers quickly see value from Patrol.
Build strong, trusted relationships with key stakeholders at each top account, understanding their goals and challenges.
Monitor product usage, adoption, and engagement, identifying at-risk accounts early and taking proactive action.
Partner with Sales to identify upsell and cross-sell opportunities that align with customer needs.
Create and refine scalable success resources, playbooks, and processes to improve efficiency and customer outcomes for different customer buckets (GMV based).
Advocate for customers internally, providing feedback to Product and Engineering on feature requests and usability improvements.
Track and report on key customer success metrics, including adoption rates, NPS, retention, and expansion.
Who We’re Looking For
2–5 years of experience in Customer Success, Account Management, or a client-facing role at a SaaS company (Shopify ecosystem experience strongly preferred).
Proven track record of driving activation, renewals, and expansions while maintaining high customer satisfaction.
Strong relationship-building skills with brand founders and day-to-day operators alike.
Excellent communication, presentation, and problem-solving abilities.
Experience creating and improving customer onboarding processes and success playbooks.
Familiarity with CRM and success tools like Attio, Hubspot, and Intercom.
A proactive, ownership-driven mindset, comfortable building structure in a fast-moving startup environment.
Why You Should Join Patrol
Mission With Real Impact:
Help people living with disabilities and entrepreneurs building in the Shopify ecosystem with one product.
High-Ownership Environment:
Small team, big opportunities to shape and lead a new function as the company scales.
Backed by Top Investors:
NextView, Founders Collective, Newark Venture Partners, Hawke Media, and Pari Passu Ventures.
Culture of Trust & Autonomy:
Outcomes-focused, collaborative, and hands-on.
Flexibility:
Hybrid / Remote-friendly with in-person collaboration in Cambridge, MA as needed.
Perks
Competitive compensation and equity.
Flexible, Hybrid work.
Free Healthcare, Dental, and Vision coverage from day one.
401k Match for all employees.
Team Lunch is covered every Wednesday.
Opportunities for career growth as we scale.
How to Apply Apply for the role and include the title of the role and your resume: apply@patrolapp.ai
Seniority level Mid-Senior level
Employment type Full-time
Industries Digital Accessibility Services
Referrals increase your chances of interviewing at Patrol by 2x
#J-18808-Ljbffr