facing/account management roleCalm and diplomatic under pressure when working through tough customer issuesEmpathetic to customers and colleaguesEnjoy problem solvingProcess:driven in your workExcellent coaching, writing, discovery, and presentation skillsComfortable and willing to be a hands:on contributorGreat at setting up processes, thereafter measuring and improving themInterested in contributing to product discovery and research, with basic understanding of statisticsYou Will Find YourselfDrive customer success and through the entire life cycle to ensure adoption, growth, and renewal.You will help onboard and transition new customersfrom sales to implementation and full deployment with StaffAny solutions, whether this is 1:1 or 1 to many.Define success plans jointly with customers and key stakeholders to deliver high value outcomes.Build trusted customer relationships by coupling deep domain and product expertise with constructive customer engagement.Act as the voice of our customers, conveying needs and issues internally across departments. Identify and flag trends within your clients industries, and feed this back internallyPrioritize input from customers, sales, and partners to the Product team to ensure customer feedback is fully represented in our Go:To:Market processes and product roadmapDocument customer success stories and make them referenceableDocument key customer interactions on Hubspot and achieve measurable adoptionFoster the customer community through content development and webinar delivery in partnership with the marketing team in the near future.Manage the Customer Success Executive teamReport to the Product Success LeadSuccess IndicatorsCSAT score of newly onboarded customers achieving product success in 28 days (internal definition will be shared during interview)Renewal ratesThe OfferThe opportunity to lead and manage processes in the space of adoption, onboarding, support and successCross collaborate across departments and learn how customer:centric tech products are builtGrowth opportunities as we double our team in the next 12 monthsBe part of a fast:paced growth environment that always stretches you and forces you to be slightly uncomfortableWork with talented, intense and motivated colleagues in a dynamic and vibrant environment
