Customer Success Manager

We’re looking for a customer-obsessed Customer Success Manager to join our fast growing team in Richmond, Virginia.
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Who We Are

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 take hiring and onboarding seriously - our team is dedicated to helping you succeed. Check out our approach and process for employee onboarding in this blog to get an idea for what to expect.

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The Opportunity

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.

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.

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What You'll Do

  • 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 on user feedback.

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What to Expect

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.
    6 Months
    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 You Bring to The Table

      • 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, ZenDesk, etc).
      • Start-up grit - you aren’t easily knocked off track.
      • Speed - You hate moving slowly, in fact it irritates you.
      • Excellent written and oral communication skills.
      • Relationship management - The highest of EQ’s.
      • Extreme attention to detail, organized, and process-focused personality.
      • Patient, positive, and motivating attitude.

      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