Customer Success Manager

Delight and Retain Our Valued Customers!



Are you passionate about creating exceptional customer experiences? Do you thrive in a dynamic and collaborative environment where you can make a real impact? Does working at a small startup and having the ability to influence the growth of an entire organization appeal to you? If so, we have an exciting opportunity for you as a Customer Success Manager at Hirey!



Responsibilities:

Own the happiness and success of our customers from on-boarding through to renewal, ensuring their retention and satisfaction.
Collaborate with all departments across our organization, including sales, operations, marketing, product, engineering, and finance, to solve customer problems and enhance their overall experience.
Dive into the thrilling world of customer success, which involves:
Conducting engaging customer onboarding meetings to set the stage for success.
Managing contractual requirements and going above and beyond to fulfill all commitments.
Swiftly responding to customer emails and calls with empathy and professionalism.
Becoming a communication maestro, coordinating across departments to swiftly resolve customer issues.
Unleashing the power of our special product features to boost customer retention and satisfaction.
Gathering valuable customer feedback to inform our continuous improvement efforts.
Tracking and analyzing retention and satisfaction metrics to ensure our customers are thriving.
Develop standard operating procedures (SOPs) to streamline our customer success processes and foster consistency.
As our business expands, play a pivotal role in hiring, training, and managing a team of exceptional customer service representatives.


Qualities We're Looking For:

Empathy: Exceptional listening skills that enable you to understand and address customers' unspoken needs.
Personal Drive: A self-starter with boundless enthusiasm and an entrepreneurial mindset.
Ownership: Embrace a "Figure It Out" attitude, always ready to do whatever it takes to achieve outstanding results.
Data-Driven: Comfortable working with data and proficient in Excel. You'll be crunching numbers and calculating retention rates like a pro.
Problem-Solving: Display a structured and analytical approach to problem-solving that leads to effective solutions.
Inclusive Leadership: Collaborate seamlessly with multiple departments, leveraging their expertise to deliver remarkable outcomes.
Success-Oriented: Hold yourself accountable for driving key outcomes, including revenue targets.
Attention to Detail: A keen eye for detail to ensure nothing slips through the cracks.
Process-Oriented: Thrive in an environment that values efficiency and structured processes.


Requirements:

Bachelor's Degree and 2-10 years of experience in customer success, operations, or a related field, with a focus on customer onboarding, contract implementation, and/or account management.
Excellent communication skills, both verbal and written, to engage with customers effectively.
Effective execution is your superpower—multitask and adapt swiftly to changing priorities.
Experience in managing a team, guiding them to achieve greatness.
Familiarity with tools such as Hubspot, RingCentral, Stripe, and DocuSign would be a plus!
Join our dynamic and customer-centric team, where you'll have the opportunity to shape the success of our customers and make a lasting impact on our organization!