Sharetru

Role Description This is not a steady-state CSM position where you inherit a playbook and run it. You will be the first dedicated customer success hire at Sharetru. Your primary mission is twofold: - Ensure every new customer is onboarded successfully and deeply adopted. - Own the renewal pipeline to retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally. You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role. Qualifications - 3–7 years in a customer success, account management, or customer-facing role at a B2B SaaS company—with direct ownership of a renewal book. - Demonstrated experience managing renewals, conducting QBRs, and maintaining high gross retention rates. - Compliance fluency: working knowledge of at least one regulated framework (FedRAMP, HIPAA/ePHI, ITAR, CMMC, SOC 2, FINRA, or similar). - Experience building or significantly improving a customer success process, playbook, or system from scratch. - Strong organizational skills with the ability to manage a large book of business. - Exceptional communication skills. - Self-starter mentality. Requirements - Own the end-to-end onboarding experience for every new Sharetru customer. - Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases. - Create onboarding checklists, welcome sequences, and milestone-based check-ins. - Reduce time-to-value by proactively guiding customers through configuration and integrations. - Identify and address adoption risks early. - Own the renewal pipeline end-to-end. - Build and manage a renewal tracking system. - Identify at-risk accounts through usage data and engagement signals. - Surface upgrade and expansion signals. - Segment the customer base by ARR and risk profile. - Design and document Sharetru’s customer success playbook from scratch. - Select, implement, and manage a customer success platform. - Document institutional knowledge from the CEO transition. - Create templates and frameworks that can scale. - Conduct Quarterly Business Reviews for strategic accounts. - Be the voice of the customer internally. - Partner with the account executive for smooth handoffs on expansion opportunities. - Identify and cultivate customer champions. Benefits - Competitive salary. - Fully remote role. - Employer-paid medical. - Employer-paid dental and vision insurance. - 401k/Roth with company match. - Paternity/Maternity Leave. - Paid time off + Medical Leave + 10 company holidays. - Professional Development. - Company provided technology. - Direct access to the CEO and meaningful influence over onboarding, retention strategy, and customer experience. - The opportunity to build and own an entire function from the ground up. - Work on a product that genuinely matters.

Sharetru is the secure file-sharing platform built for compliance-driven industries. We are **FedRAMP Moderate Authorized** **Service **and purpose-built for organizations that need to share controlled unclassified information (CUI), protected health information (ePHI), ITAR-regulated data, and FINRA-governed files without compromise. Our customers—across government contracting, healthcare, defense, and financial services—rely on Sharetru because data security isn’t optional for them. It’s the foundation of their operations. We give them a platform that works the way they work: through our web app, secure links, or automated transfers via native SFTP, FTPS, or FTPeS integration. One platform, multiple options, zero compliance gaps. Today, we serve 675 customers and are growing. We’re building a customer success function from the ground up—and that’s where you come in. The RoleThis is not a steady-state CSM position where you inherit a playbook and run it. **You will be the first dedicated customer success hire at Sharetru.** Your primary mission is twofold: ensure every new customer is onboarded successfully and deeply adopted, and own the renewal pipeline so we retain the customers we’ve earned. Everything else—QBRs, advocacy, customer health—flows from getting those two things right. Upgrades and new revenue opportunities are handled by our account executive; your job is to make customers so successful that those opportunities surface naturally. You’ll report directly to the CEO, who has been the de facto CSM until now. That means you’ll have full context on customer relationships, direct access to executive decision-making, and the autonomy to shape how Sharetru serves its customers going forward. It also means the stakes are real: these are compliance-critical customers whose renewal decisions often hinge on trust, responsiveness, and deep understanding of their regulatory environment. The right person for this role is a builder who is energized by the challenge of creating something from scratch—someone who can design an onboarding workflow that gets a healthcare customer sharing ePHI securely in their first week, then turn around and build a renewal forecasting model that ensures no contract falls through the cracks. If you thrive in environments where the playbook doesn’t exist yet and you get to write it, this is your role. Key Responsibilities**Onboarding (Primary Focus)** - Own the end-to-end onboarding experience for every new Sharetru customer—from signed contract to full adoption and value realization - Design and implement a repeatable onboarding playbook tailored to compliance-driven use cases: getting customers securely transferring CUI, ePHI, ITAR, or FINRA data within their first weeks - Create onboarding checklists, welcome sequences, and milestone-based check-ins that scale across customer segments - Reduce time-to-value by proactively guiding customers through configuration, integrations (SFTP, FTPS, FTPeS), and compliance-specific workflows - Identify and address adoption risks early—customers who aren’t actively using the platform within 30 days of kickoff should be on your radar before they become churn risks **Renewals & Retention (Primary Focus)** - Own the renewal pipeline end-to-end—forecasting, proactive outreach, negotiation, and close—with personal accountability for renewal targets and gross revenue retention - Build and manage a renewal tracking system with 90/60/30-day outreach cadences so no contract expires without a conversation - Identify at-risk accounts through usage data, engagement signals, and relationship health—and intervene before it’s too late - Surface upgrade and expansion signals (growing teams, new compliance needs, increased usage) and hand off qualified opportunities to the account executive - Segment the customer base by ARR and risk profile to prioritize high-touch renewals for strategic accounts vs. scaled motions for the long tail **Build the Customer Success Foundation** - Design and document Sharetru’s customer success playbook from scratch: onboarding workflows, health scoring, risk identification, escalation paths, and renewal cadences - Select, implement, and manage a customer success platform (e.g., Custify, ChurnZero, Vitally, or similar) to operationalize health tracking and renewal management - Document institutional knowledge from the CEO transition into repeatable processes and customer profiles - Create templates and frameworks (QBR decks, onboarding checklists, renewal communication sequences) that can scale as the team grows **QBRs & Customer Advocacy (Secondary)** - Conduct Quarterly Business Reviews for strategic accounts—tailored to each customer’s compliance requirements, usage patterns, and business objectives - Be the voice of the customer internally—synthesize feedback, usage trends, and churn signals into actionable insights for product, engineering, and leadership - Partner with the account executive to ensure smooth handoffs on expansion opportunities and flag accounts where upgrade conversations make sense - Identify and cultivate customer champions for case studies, referrals, and references

• Own and exceed a quarterly/annual sales quota — you'll have clear targets, the support to hit them, and the autonomy to get there your way. • Prospect, outbound, build, and follow up — work hand in hand with marketing to help define who our best customers are based on your conversations. You own Sales Accepted Leads (SALs) through to close • Qualify leads thoughtfully and move opportunities forward with a clear process • Run structured, consultative sales cycles tailored to SMB and mid-market buyers • Lead product demos and technical conversations with confidence -- and know when to bring in team members • Close deals, then hand off customers to our onboarding and success team • Maintain rigorous CRM hygiene in HubSpot — for yourself and for the health of the business • Collaborate cross-functionally with customer success, support, and development • Represent us at industry conferences and events — you'll travel to build relationships and generate pipeline. • Help shape how we build and scale a dedicated sales motion

• Design and implement a connector framework (authentication, config, throttling, error handling, versioning) for systems like SharePoint/Microsoft 365, email delivery, and other third-party services. • Implement OAuth2/OIDC patterns, token refresh, secure secret storage, and least-privilege scopes. • Build durable job scheduling and orchestration: queues/workers, retries with backoff, idempotency, state machines, and replayability. • Create workflow primitives for file movement (trigger → validate → transfer → post-process → notify → audit), including approvals and exception paths. • Extend and maintain secure transfer support for HTTPS, FTPS, FTPeS, SCP, including troubleshooting real-world edge cases (timeouts, cipher/KEX mismatches, passive/active FTP, resumability, large file behavior). • Improve performance and correctness: resumable transfers, checkpointing, integrity verification, and failure isolation (noisy-neighbor control). • Contribute to architecture decisions, code reviews, security assessments, and performance optimization. • Improve observability (logs/metrics/traces), incident readiness, and operational tooling. • Mentor engineers and help evolve development practices.

• As a Senior Systems Administrator, you will be responsible for the design, operation, hardening, and reliability of our Linux infrastructure across multiple networks and data centers including: • Administer and harden Red Hat Enterprise Linux/Rocky Linux systems across production, staging, and internal networks • Operate infrastructure spanning multiple data centers, including segmented networks, DMZs, and private backend tiers • Manage and secure services including: • Apache / PHP-FPM • SFTP / FTPS (ProFTPD or equivalent) • MySQL / Percona (including Galera clusters and proxies) • HAProxy / reverse proxies / WAF-style architectures • Design and maintain high-availability and fault-tolerant systems • Implement and maintain security controls: • SELinux (enforcing, custom policies) • iptables / nftables / ipset • TLS hardening (FIPS-aware where applicable) • MFA, access controls, and least-privilege enforcement • Support and contribute to compliance efforts (SOC 2, HIPAA, FedRAMP-aligned controls), including evidence collection and control validation • Automate system configuration and maintenance using Ansible, shell scripting, and/or Python • Troubleshoot complex production issues across OS, network, and application layers • Participate in change management, incident response, and root cause analysis • Collaborate closely with engineering, support, and compliance teams to keep systems stable, secure, and auditable • Log into systems, read logs, understand packet flow, and know *why* something is not working as expected.

Sharetru is a long-standing, security-first managed file transfer platform. We’re expanding beyond traditional transfers into a more modern integration and automation layer: connectors (SharePoint/Microsoft 365, email, SIEM, cloud storage), workflow-driven file movement, and reliable job scheduling—while maintaining the protocol-level depth (SFTP/FTPS/FTPeS/SCP) our customers rely on. The MFT and secure data exchange market is growing fast — driven by rising compliance requirements, ransomware threats, and the increasing complexity of data ecosystems. According to recent industry research, the MFT market is projected to exceed $4.0 billion by 2030, fueled by demand for automation, encryption, and auditability in data sharing. Organizations are shifting away from consumer-grade tools and turning to specialized platforms built for compliance and control. We’re one of them—and we’re just getting started. If you enjoy building systems that must be secure, observable, and resilient under real-world failures, this role is for you. Build the next-gen integration layer - Design and implement a connector framework (authentication, config, throttling, error handling, versioning) for systems like SharePoint/Microsoft 365, email delivery, and other third-party services. - Implement OAuth2/OIDC patterns, token refresh, secure secret storage, and least-privilege scopes. Evolve workflows + scheduling into a first-class platform capability - Build durable job scheduling and orchestration: queues/workers, retries with backoff, idempotency, state machines, and replayability. - Create workflow primitives for file movement (trigger → validate → transfer → post-process → notify → audit), including approvals and exception paths. Strengthen MFT reliability and protocol depth - Extend and maintain secure transfer support for HTTPS, FTPS, FTPeS, SCP, including troubleshooting real-world edge cases (timeouts, cipher/KEX mismatches, passive/active FTP, resumability, large file behavior). - Improve performance and correctness: resumable transfers, checkpointing, integrity verification, and failure isolation (noisy-neighbor control). Raise engineering quality - Contribute to architecture decisions, code reviews, security assessments, and performance optimization. - Improve observability (logs/metrics/traces), incident readiness, and operational tooling. - Mentor engineers and help evolve development practices.

Sharetru is a long-standing, security-first managed file transfer platform. We’re expanding beyond traditional transfers into a more modern integration and automation layer: connectors (SharePoint/Microsoft 365, email, SIEM, cloud storage), workflow-driven file movement, and reliable job scheduling—while maintaining the protocol-level depth (SFTP/FTPS/FTPeS/SCP) our customers rely on. The MFT and secure data exchange market is growing fast — driven by rising compliance requirements, ransomware threats, and the increasing complexity of data ecosystems. According to recent industry research, the MFT market is projected to exceed $4.0 billion by 2030, fueled by demand for automation, encryption, and auditability in data sharing. Organizations are shifting away from consumer-grade tools and turning to specialized platforms built for compliance and control. We’re one of them—and we’re just getting started. If you enjoy building systems that must be secure, observable, and resilient under real-world failures, this role is for you. Build the next-gen integration layer - Design and implement a connector framework (authentication, config, throttling, error handling, versioning) for systems like SharePoint/Microsoft 365, email delivery, and other third-party services. - Implement OAuth2/OIDC patterns, token refresh, secure secret storage, and least-privilege scopes. Evolve workflows + scheduling into a first-class platform capability - Build durable job scheduling and orchestration: queues/workers, retries with backoff, idempotency, state machines, and replayability. - Create workflow primitives for file movement (trigger → validate → transfer → post-process → notify → audit), including approvals and exception paths. Strengthen MFT reliability and protocol depth - Extend and maintain secure transfer support for HTTPS, FTPS, FTPeS, SCP, including troubleshooting real-world edge cases (timeouts, cipher/KEX mismatches, passive/active FTP, resumability, large file behavior). - Improve performance and correctness: resumable transfers, checkpointing, integrity verification, and failure isolation (noisy-neighbor control). Raise engineering quality - Contribute to architecture decisions, code reviews, security assessments, and performance optimization. - Improve observability (logs/metrics/traces), incident readiness, and operational tooling. - Mentor engineers and help evolve development practices.

Sharetru is a secure managed file transfer (MFT) platform trusted by organizations with high security, compliance, and availability requirements. We operate infrastructure across multiple data centers and network providers while supporting customers subject to SOC 2, HIPAA, and FedRAMP-aligned controls. Our environment is Linux-first, security-focused, and built for reliability at scale. This role is for someone who thrives in complex systems, values automation, and understands that production stability matters more than clever shortcuts. Why This Role Matters This role is critical to the reliability and security of Sharetru’s platform. The systems you manage directly support customer data, compliance commitments, and business continuity. We’re looking for someone who understands that good infrastructure is quiet, boring, and deliberate. What You'll Do As a Senior Systems Administrator, you will be responsible for the design, operation, hardening, and reliability of our Linux infrastructure across multiple networks and data centers including: - Administer and harden Red Hat Enterprise Linux/Rocky Linux systems across production, staging, and internal networks - Operate infrastructure spanning multiple data centers, including segmented networks, DMZs, and private backend tiers - Manage and secure services including: - Apache / PHP-FPM - SFTP / FTPS (ProFTPD or equivalent) - MySQL / Percona (including Galera clusters and proxies) - HAProxy / reverse proxies / WAF-style architectures - Design and maintain high-availability and fault-tolerant systems - Implement and maintain security controls: - SELinux (enforcing, custom policies) - iptables / nftables / ipset - TLS hardening (FIPS-aware where applicable) - MFA, access controls, and least-privilege enforcement - Support and contribute to compliance efforts (SOC 2, HIPAA, FedRAMP-aligned controls), including evidence collection and control validation - Automate system configuration and maintenance using Ansible, shell scripting, and/or Python - Troubleshoot complex production issues across OS, network, and application layers - Participate in change management, incident response, and root cause analysis - Collaborate closely with engineering, support, and compliance teams to keep systems stable, secure, and auditable - Log into systems, read logs, understand packet flow, and know why something is not working as expected.