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Customer Success Manager

Customer Service · Full-time · New York, United States

We're building ChartHop to be the best people software on the planet. Do you want to help us reimagine org management with our customers? Are you interested in joining an early stage company and wearing many hats? We’re looking for our first Customer Success Manager to work alongside our Sales, Marketing, Support, and Engineering teams as we design, build, and implement solutions to help organizations of all shapes and sizes operate and scale more effectively.

What you’ll be doing

  • Deeply understand customer workflows, operations, and business goals to provide recommendations to streamline organizational management across People, Finance, Recruiting, and business leaders
  • Architect customer solutions that leverage the ChartHop platform for a variety of potential initiatives and business challenges: Compensation Modelling, People Analytics, Organizational Restructuring, Headcount Planning and Forecasting, and more.
  • Leverage your technical knowledge of our product, our space, and our customers into ideas for product innovation and development (and help us bring them to life!)
  • Ensure our new customers are set up for a long and successful relationship with ChartHop that drives measurable business value
  • Be the voice for customers internally at ChartHop -- proactively communicate customer stories, insights, value props, and feedback to help everyone at our company get better
  • Be a face of ChartHop for our growing customer base -- represent our company values and culture externally

What you should have

  • 5+ years of experience in SaaS, consulting, or related company
  • 4+ years experience owning customer relationships, including commercial aspects
  • Experience with enterprise SaaS implementation, strategy development, project management, and executive stakeholder management
  • Early stage startup experience (nice to have)

About you

  • You’re a natural leader with extremely high emotional intelligence
  • Uncertainty doesn’t faze you, you see it as opportunity
  • You enjoy leading a meeting with a room full of 30 people and also working 1:1 with a customer to help them troubleshoot a problem
  • You have strong project management skills and enjoy quarterbacking complex initiatives with dozens of stakeholders
  • You’re skilled in data analysis - you know how to structure data and build analyses in order to deliver valuable insights
  • You’re passionate about product development - nothing gets you more jazzed than helping bring to life elegant and powerful solutions to challenging problems
  • You consider yourself as someone with the mind of a consultant who also enjoys getting their hands dirty and doing the work
  • You’re an excellent communicator and can adapt communications from the C-Suite to end users of our platform - email, phone, presentations, documentation, and more
  • You’ve got a proven track record of driving cross-functional results with internal teams like Marketing, Engineering, Product, Sales, and Support
  • You’re curious! You want to work with a wide variety of customers and you genuinely care about their businesses, objectives, and ultimate success


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