Description

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

Our Customer Success team is small but mighty - we’ve built a great culture where everyone works together toward a common objective. The Director of Customer Success role will be the fearless leader for our Customer Success Team (Customer Success Managers, Onboarding Success Managers, and Customer Support), developing and instilling the overarching strategy for our entire CS department for new and existing customers.

In this role, you will work to develop and refine the processes and procedures for all avenues of the customer journey - and strive to constantly optimize them for our customers. You feel just as comfortable talking to our super users as well as our newer users and aren’t afraid to handle objections. The most important aspect of this job is that you can talk to our customers directly about their business and they feel like you and your team “get them”.  

Additionally, you will work to advocate for our customers, capturing user feedback and reporting requests to client services, engineering, and other teams, Foster and ensure customer reference-ability and community, and Deliver outcomes that drive customer and business value. You will be responsible for ensuring customers are utilizing the correct feature set, driving engagement, promoting upgrades and leading renewal efforts.

As the Success leader, you will be responsible for owning all team processes, conducting 1:1’s with your team, coaching, and ensuring the team members are meeting and exceeding their KPIs. 

What To Expect

In Your First 30 days
  • Become a master of the Hatch software suite. 

  • This is where EQ (Emotional Intelligence) with the team and customers has to begin.  You will form relationships with our customers, both internal and external in order to make sure EVERYONE in the business is successful. 

  • You will begin developing a critical understanding of how our product and our customers businesses should operate in harmony, regardless of use case or scope of use. 

  • Start joining calls with the team to understand their level of expertise and begin introductions to clients. 

  • Begin holding 1:1s with your team members. 

After 90 days
  • Basic processes documentation in place (handoff, cancellation, renewal, etc.). 

  • Hiring plan is outlined and agreed to by leadership. 

  • Grow to expert level understanding of the product and our customers and have developed nurturing and engaging relationships with executive sponsors - you are the ultimate expert on “the purpose” of Hatch being used in our customer’s business and the workflows that make these businesses successful

  • Begin exploring and finding new use cases for your clients and work to upsell our customers to these use cases.

  • Developing and Implementing an upsell strategy with sales. 

  • Improving and optimizing our on-boarding and success talk tracks as well as visual aids to help the team convey the most value to our customers. 

  • Work directly with Product team to rapidly improve product in order to help retain and grow revenue.

  • Develop and implement our Net Retention Strategy of 140%.

  • Establish and hold quarterly reviews with your team. 

  • Develop and implement KPIs surrounding customer engagement, cross-sell, churn, and upsell attainment.

After six months
  • Be considered an industry/software expert.

  • Own the new employee/customer onboarding process. 

  • Own upgrade and cancellation strategies and conversations.

  • Help install customer advocacy plan to support Sales & Marketing. 

What We Look For

  • Bachelor’s degree

  • 5+ years customer service

  • 2+ years of managing a customer success team

  • B2B SaaS experience highly preferred

  • Start Up Grit - you aren’t easily knocked off track

  • Speed - You hate moving slowly, in fact it irritates you

  • Experience building teams and processes from the ground up

  • Relationship management - The highest of EQ’s

  • Some knowledge of Home Services industry and High Consideration Consumer Companies is a plus.

  • Experience owning client relationships and/or onboarding customers

  • Advanced experience using business web applications (Salesforce.com, Help Desk, etc)

  • Experience scaling light to heavy touch onboarding and account maintenance

  • 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

Job Details

  • Location : Richmond, VA - On-Site
  • Employment Type : Full Time Only (no contract or part time)
  • Reporting Relationship : This position reports into the CEO/COO (currently)
  • Travel : Low (1-2x/year)