Customer Success Manager

We’re looking for our first Customer Success Manager to join our fast growing team in Richmond, Virginia.
Group 2257
Our Customer Success team is small but mighty - we’ve built a great culture where everyone works together toward a common objective.

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.

Group 2252
As a Customer Success Manager (CSM) at Hatch you will be the primary point of contact for all aspects of our clients’ needs post-sale.

Your ongoing objective is to ensure client success, that Key Performance Indicators (KPIs) are met and client desired results are achieved; culminating in an increased client retention rate, active usage, and improved customer value.

Group 2250
As the primary point of contact for our clients, our CSMs understand that customer service is a key differentiator as to why our customers choose Hatch for their sales engagement needs.

With that said, the majority of your efforts will be conducted via phone, webinar, and email.

What to Expect in Your First 30, 60, 90 and 180 days

30 Days
30 Days
Become a master of the Hatch software suite.

Start learning the customer and industry through light customer support and assisting other CSMs.

Begin doing mock calls with others on the team.

Take your first few accounts!
90 Days
90 days
Have a full load of client accounts (up to 150 accounts).

Grow to expert level understanding of the product.

Begin exploring and finding new use cases for your clients.

Hit client KPIs and milestones.

Engagement, cross-sell, churn, and up-sell attainment.
180 Days
180 Days
Be considered an industry expert.

Begin assisting in new CSM trainings.

Help to identify upgrade opportunities (not a sales role).

Turn clients into raving fans.

 

What We're Looking For 👀

Our ideal Front End Engineer will be responsible for:

  • Building integration libraries
  • Maintaining existing integration libraries
  • Perform code reviews for coworkers

Experience

  • Bachelor’s degree
  • 2+ years customer service
  • Work experience for a software/technology solution provider
  • Some knowledge of Home Services industry
  • Experience owning client relationships and becoming a trusted advisor
  • General experience using business web applications (Salesforce.com, Help Desk, etc).
  • Excellent written and oral communication skills
  • Extreme attention to detail, organized, and process focused
  • Excited to work in a start-up environment
  • Patient, Positive, and Motivating

Responsibilities

  • Own the post implementation relationship for our customers.
  • Maintain regular contact with customers, ensuring effective use of Hatch to their specific use case and processes.
  • Utilize a proactive mindset to identify new strategies and use cases for our customers to ensure a successful relationship with Hatch.
  • Measure user performance and hold regular reviews with our customers.
  • Work cross functionally with Marketing, Sales, and Product to formulate new features based off user feedback.

Job Title: Customer Success Manager (CSM)
Employment Type: Full Time Only (no contract or part time)
Reporting Relationship: This position reports into the CEO/COO (currently)
Location: Richmond, VA
Travel: Little to none (possibly 1-2x/year for trade shows)