Customer Success Manager

*Recruiters please see our policy on unsolicited resumes: https://www.hihello.com/legal/hihello-unsolicited-resume-policy*

Hi, Hello! 👋

Want to join a diverse and exciting team that will revolutionize how the world thinks about digital brand identity? You’re in the right place. 

At HiHello we have created The Software Platform for Digital Brand and Identity. This platform enables companies of all sizes to leverage digital business cards, email signatures and virtual backgrounds to present their brand consistently in every interaction—whether that is in-person, over email, or on video.

HiHello is venture-backed and was co-founded in 2018 by Dr. Manu Kumar, who previously founded Carta and CardMunch and invested in companies like Lyft, Twilio, Auth0, LucidChart, and Everlaw. HiHello’s customers span thousands of companies worldwide and across all industry segments. Every month, over a million HiHello cards are shared helping people to connect and grow their professional network while also helping to #savetheplanet.

HiHello’s team comprises a diverse group of kind and respectful individuals across the Americas. We believe in working hard, having fun, inspiring greatness, helping others, embracing kindness, learning and leading, living and working flexibly, and communicating openly.

Do you think you can help us get to the next level? We’d love to talk!

Who we’re looking for:

With our customer base growing, we’re looking to hire a Customer Success Manager to serve as a customer advocate and partner, continuing to build relationships with existing customers while ensuring an optimal experience for new customers. In this role, you will own the entire relationship of assigned customers, including onboarding, implementation, training, adoption, retention, renewal negotiation, and satisfaction. You will also establish a customer-centric cadence as a trusted advisor to help ensure the continued value of HiHello’s product. 

You should thrive in a fast-paced, rapidly changing environment, where adjusting requirements and priorities are common in order to meet customer needs. You shouldn’t be afraid of trying new things, but always know when to pull back on something when it doesn't add value. You must be comfortable working with a remote team and using synchronous and asynchronous communications to collaborate effectively.

Key areas of focus for this role:

• Customer Relationship Management: Serve as the primary point of contact and advocate for business customers. Build strong, long-term relationships by understanding their needs, objectives, and challenges

• Onboarding and Implementation: Lead the onboarding process for new customers, ensuring a smooth implementation and integration of our product/service. Provide guidance, training, and support to optimize their experience

• Account Growth and Expansion: Identify opportunities for account expansion. Collaborate with the team to understand client goals and strategize on upselling or cross-selling additional products/services

• Customer Success Planning: Develop and execute Customer Success plans tailored to each customer’s objectives. Work closely with internal teams to ensure alignment with customer needs and deliverables

• Issue Resolution and Support: Proactively address and resolve customer concerns, issues, or escalations. Coordinate with cross-functional teams and Implementation Specialist to provide timely and effective solutions

• Product Feedback and Improvement: Gather customer feedback regarding product/service enhancements or features needed for their success. Collaborate tightly with the product development team

• Retention and Renewals: Monitor customer health and engagement levels; identify risk and develop strategies to maximize retention and renewal rates

Must Haves:

• Bachelor's degree in Business, Marketing, or a related field

• Previous customer facing experience in onboarding, account management or support

• Strong verbal and written communications, strategic planning, and project management skills

• Analytical mindset with the ability to interpret data and leverage insights to drive Customer Success

• Active team player, self-starter, and multitasker who can quickly adjust priorities

• Exceptional communication, negotiation, and presentation skills

• Strong verbal and written communications, strategic planning, and project management skills

• Collaborative ability to work effectively cross functionally with multiple teams

• Desire to work in an ever-changing, high growth environment

• Infectious positive attitude and proactive leadership skills

Bonus points:

• Experience with Hubspot and/or Zendesk

$85,000 - $110,000 a year

Our commitment to an inclusive culture: 

HiHello is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.