As a Customer Success Manager, you will be one of the initial members of a new and exciting team at Hopps working hand in hand with our clients to ensure they’re getting the most from the platform.
The Customer Success Manager will be responsible for maintaining customer loyalty, upselling existing customers to bigger packages, fostering long-term relationships with their customers, and ensuring that their customers are achieving the goals they were looking to achieve when signing on with Hopps.Critical skills for the CSM include relationship building, problem solving and the ability to understand a customers’ complex business challenges to help with retention and upsells.
You will partner closely with other cross-functional team members including Sales, Marketing, Product, and Support to work through continuous solution enhancements by understanding customer requests and helping to translate customer feedback into new solutions.
You’ll maintain regular communication and governance, with both internal and external executive teams to ensure alignment and transparency.
Success for this position will be measured by customer retention, upsells, and overall client satisfaction.
Responsibilities…
Ensure a high level of customer success through relationship management, product implementation & training
Working to attain a high renewal and growth rate in the current customer base in partnership with the Account Executive team
Function as a communication channel between customers and the Hopps Engineering and Product team by providing useful, actionable and detailed product feedback in an organized way
Develop and document scalable customer success practices and processes
Help to generate new sales opportunities by driving referrals from happy customers
Requirements:
A college degree is preferred.
Equivalent years of relevant experience may substitute
2+ years of professional account management/customer success experience
Experience providing high level metrics and tracking
Strong phone skills and phone presence
Proficient in Microsoft Office Suite
Excellent communication skills, both oral and written
Ability to work autonomously and as part of a team
Strong organization skills and ability to manage multiple priorities simultaneously and successfully
Growth Potential:
As part of our founding customer success team, this role has tremendous growth potential.
We’re a young company and are looking for professionals interested in helping us take this thing from the ground to the moon.
We’re venture backed and have some of the brightest minds in Silicon Beach and Silicon Valley helping us.
If you’re willing to put the work in, we promise to help give you the opportunity to succeed.
Compensation:
Salary + Commission + Equity