Customer Success Manager (EVERYWHERE US East Coast)
- Customer
Experience
- Remote
job
- Customer Success Manager (US
East Coast)
Customer
Success Manager (US East Coast)
Job
description
Note: Although this is a remote
position, due to the necessary overlap with Europe we are seeking
candidates in EST only.
We are
looking for a well organized and self driven Customer Success Manager to
join a newly formed team working remotely with a fast growing startup.
The
Customer Success team assists and supports prestigious Hotjar customers in over
184 countries by providing product advice, assistance and guidance to a
portfolio of assigned companies. Customer Success Managers also work closely
with our product and marketing teams to help prioritize and define changes to
Hotjar in order to continuously improve the value and the overall customer
experience delivered.
All Customer Success Managers receive extensive product and marketing training – as well as a yearly budget for additional training and self-development. With this knowledge you will help Hotjar customers setup and use Hotjar features to improve the experience and performance of their sites and apps.
What
Customer Success Managers do...
- Presenting product demos to
inbound prospective customers and helping them make an informed decision
by answering their questions about Hotjar.
- Onboarding assigned new
customers by enabling and assisting with installation, adoption within the
organization as well as providing product training and guidance to
internal teams.
- Onboarding
existing assigned customers to new features and functionality in Hotjar
that will drive value for their organization.
- Owning
the overall relationship with assigned customers, which includes:
Increasing adoption and usage, ensuring retention and satisfaction.
- Advocating
customer needs and issues with other teams.
- Establishing
a long-term trusted advisor relationship with assigned customers and
driving continued value of our products and services.
- Creating
'WOW' moments by consistently delivering world-class service and support
with empathy and understanding.
- Developing,
preparing, and nurturing customers for advocacy. This includes assisting
with interviews and case studies.
- Working
to identify and/or develop upsell opportunities.
- Collaborating
with Sales Coordinators to coordinate paperwork, agreements and regulatory
questions for new customers as well as monitoring and following up on
renewals at end of yearly contracts.
Compensation Range
The budgeted compensation range for this role is €50,000 to
€70,000 annually. Ranges are based on market research and are equitable to
other roles within Hotjar. The actual compensation offered to a successful
candidate will be based on relative experience and skills. At this time we are
only able to provide official employment status to those located in Malta. All
other candidates will join our team as full-time consultants and will be
responsible for paying any taxes or applicable fees where they reside.
Requirements
- At
least 2 years prior experience in Customer Success Management or
equivalent history of increasing customer satisfaction, adoption, and
retention.
- Very
strong English communication skills – both written and spoken. If you are
fluent in other languages, tell us! German, French, Spanish and Portuguese
will be considered as assets.
- Familiarity
with the basics of HTML, CSS, Javascript, and using browser developer
tools.
- Previous
experience working with a SaaS product is preferred but not essential.
- Ability
to effectively communicate complex concepts that empower our users without
making them feel small.
- Ability
to work independently and within a team - accountable for your own actions
and able to act with both urgency and integrity towards both, personal and
shared work goals.
- Desire
and drive to always be learning.
- Experience
working in technical support roles and teams and agile experience are a
plus.
- Must submit to a background check confidentially processed by our third party
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