- Become a master of the Hatch software suite.
- Start learning the customer and industry through customer support and shadowing other CSMs.
- Take your first few accounts!
Hatch is a Y-Combinator (AirBnB, Zapier, Stripe, DoorDash) alumni start-up that is changing the game for high-consideration companies. We provide businesses a platform and tools to talk with customers, gain their trust and win their business.
We’re comprised of a team of passionate, motivated individuals who are committed to bettering the sales and customer experience for high consideration products. In addition to this, our core values are important traits for this role.
Building an amazing company that delivers amazing products and brings value to the world, takes perseverance and grit. Don’t give up on your first, second, third or 10th try.
Own everything you do - all the time. Be accountable and finish what you start. Don’t point the finger. Don’t make excuses. Don’t pass the buck.
Always be thinking about how to bring value. Every conversation and interaction with internal and external customers, you should be striving to bring value to that person or customer.
Make it your job, regardless of what your job title is. Think about things differently. Bring issues to the table, ask questions and help make things right, regardless of what your job title is.
Have a thirst for learning and improving, ALWAYS. Strive to get better and always be improving.
Think about the problem or challenge and present solutions, don’t expect others to solve it for you.
You can convey that passion in a professional way, but care deeply about your work and be passionate about everything you touch.
If you’re lazy or comfortable with the status quo, you suck.
If you are an expert, bring your expertise. If you aren’t BUT you can support, listen and take in the experts feedback so you can help them accomplish their goals. Collaboration is a mindset that takes self awareness for EVERY situation.
Half the battle is looking at challenges through a different lens - approach everything through a positive and optimistic lens, where solving problems aren’t impossible and everything IS possible.
A CSM owns the post-sales relationship for 75-100 customer accounts, ranging from $1-$2 million in Annual Recurring Revenue with Hatch.
A Hatch CSM:
Success Measurement: The role of the CSM is measured on both qualitative and qualitative data, including but not limited to, Gross Churn under 2% as an individual and Net Revenue Retention of 102%.
What we look for…
Job Title: Customer Success Manager (CSM)
Employment Type: Full Time Only (no contract or part time)
Reporting Relationship: This position reports into the Manager of Customer Success.
Location: Richmond, VA
Travel: Little to none