Director of Customer Success

We’re looking for a Director of Customer Success to join our fast growing team in Richmond, Virginia.
opportunity

The Opportunity

As the Director of Success at Hatch, you will be responsible for the direct management of 3-7 CSMs and their daily activities.

This includes Customer Success Account Management, Proactive Customer Outreach, Customer Success Operations and Tasks, as well as 1:1’s and direct employee coaching.

The Director of Customer Success will be responsible for managing reps daily activities in Salesforce, daily coaching/ride alongs, onboarding of our customers, as well as QBR talk tracks and CSM accountability.

who-we-are

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 home improvement businesses a platform and tools to talk with customers, gain their trust and win their business.

We offer competitive compensation and benefits, including Paid Time Off and Medical, Dental, and Vision. In addition, we offer the unique opportunity to fine tune your startup skillset within a Hyper Growth SaaS company. We are a team of passionate, driven, customer obsessed people who strive to provide the best solution for our customers and are guided by our 10 Hatchitudes. We take pride in providing not only the best product, but the best experience for our customers. We thrive in chaos and will not settle for anything less than the best and so should you.

What You'll Do

Account Management

Salesforce.com CSM activity management - Notes, tasks account updates, and a working knowledge of account health.

Account prep activities and accountability.

Organizing daily CSM workflow management based on account sizes and account needs - Outbound calling, emails and texting.

Forecasting account health.

Overall in-depth knowledge of the team's accounts.

one-on-one's

1:1’s with your direct reports (quantity based on individual needs).

Customize CSM plans for each CSM based on strengths and weaknesses of each individual.

Constantly identifying areas of training for CSMs as a team and also separate one on one training for individuals.

Ability to create enablement and collateral to address training needs.

CSM accountability using Salesforce dashboards - account health, last touches, renewals, MRR/ARR.

Coaching CSMs with role plays and coaching on talk tracks.

Coaching CSMs using GONG recording software.

Coaching CSMs on product knowledge and mapping that knowledge to customer business use cases.

Performance coaching for over-achievers and under-performers.

Product Knowledge

Become a knowledge expert in Hatch Product and be able to train a team of CSM’s on how our product works.

Become a knowledge expert in the 15 CRM and Lead Sources we integrate with, and train a team of CSMs on how to understand these systems and a talk track for each.

Become a workflow expert of Leads, Opps, and CRM status used in our most common industries and how that impacts Hatch.

Become a knowledge expert of rules, saved searches, campaigns, and develop a deep understanding of how Hatch technology works in a technology stack to solve specific use cases.

Industry Knowledge (Our Customers)

Develop a deep understanding of how our customers operate their business.

You can quickly take a business operation that our customers struggle with, and map that to a solution with Hatch and then tie that to a tangible return on investment.

You understand the SMB and MidMarket space and you are obsessed with these complex and old workflows and systems and solving those problems with technology.

Industry Knowledge (Our Competition)

Know, understand and be able to articulate the differences between Hatch and it’s competitors.

Coach and train CSM’s on who competitors are and how we might supplant those solutions..

Create talk tracks and collateral that enable the CSM team to have competitor discussions.

Onboarding Customers

You can onboard customers in a uniformed way, that makes sense to our customers, so they understand, from day one HOW to mature with Hatch, and get the most value out of the platform.

You can teach and coach best practices for professional SaaS onboarding and you understand that the first 30 days are THE most important days for our customers.

Develop an onboarding training process for the CSM team, to ensure the entire team is on the same page.

QBRs

You can create and execute QBRs at the highest level.

You can coach and teach CRMs on how to prep and execute a QBR with multiple decision makers and stakeholders.

You have in-depth experience with conducting QBRs with customers of all technical savvy and sizes.

Product Feedback Loop

You can listen to customers and map those needs to product improvements.

You can document product enhancements and present them to the team.

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!
60 Days
60 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.
    90
    90 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 Look For

      • 1-3 years of experience managing a small team (2-7 people).
      • 2-5 years of direct account management experience with a book of business of at least $2M in ARR and a mix of SMB, MidMarket and Enterprise sized customers.
      • Salesforce.com experience.
      • Professional QBR experience where quality meet quantity.
      • Proven coaching and mentoring skills.
      • Start-Up experience (1 or 2 start ups is a plus).
      • Entrepreneurial Spirit with proven ability to be a self starter, even in the unknown.

      Job Title: Director of Customer Success
      Employment Type: Full Time Only (no contract or part time)
      Location: Richmond, VA
      Travel: Little to none