Enterprise Customer Success Manager

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

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!

With our customer base growing, we're looking to hire an Enterprise CSM 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 and strategic 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 Focuses of this role are:

• Enterprise Client Relationship Management: Serve as the primary point of contact and advocate for enterprise-level clients. Build strong, long-term relationships by understanding their needs, objectives, and challenges.
• Onboarding and Implementation: Lead the onboarding process for new enterprise clients, 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 within enterprise clients. Collaborate with the sales 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 enterprise client's objectives. Work closely with internal teams to ensure alignment with client needs and deliverables.
• Issue Resolution and Support: Proactively address and resolve customer concerns, issues, or escalations. Coordinate with cross-functional teams to provide timely and effective solutions.
• Product Feedback and Improvement: Gather feedback from enterprise clients regarding product/service enhancements or features needed for their success. Communicate these insights to the product development team.
• Retention and Renewals: Monitor client health and engagement levels.
• Identify risk and develop strategies to maximize retention and renewal rates among enterprise clients.

Must-haves:

• Bachelor's degree in Business, Marketing, or a related field.
• Proven experience (4+ years) in Customer Success or account management roles, working with enterprise-level clients.
• Comfort with negotiation and articulating value; experience spotting opportunity and driving expansion Experience in managing complex accounts, driving growth, and ensuring high customer satisfaction.
• Ability to effectively navigate customer organizations, understand industries and challenges, and build long term partnerships with stakeholders of different levelsStrong understanding of Enterprise Customer needs, workflows, and challenges.
• Exceptional communication, negotiation, and presentation skills.
• Analytical mindset with the ability to interpret data and leverage insights to drive Customer Success.
• Strong verbal and written communications, strategic planning, and project management skills.
• Collaborative ability to work effectively cross functionally with multiple teams. 
• Active team player, self-starter, and multitasker who can quickly adjust priorities.
• Desire to work in an ever-changing, high growth environment
• Infectious positive attitude and proactive leadership skills
• Experience with Hubspot or similar enterprise-level CRM software; experience with Zendesk.

What's in it for you: (Besides a ridiculously awesome team & product, of course!)

• Competitive compensation package (base salary + options / equity)
• 401(k)
• Health, dental, and vision insurance (US only)
• Flexible paid time off
• Flexible working hours and remote work available
• Doggo friendly
• Home office stipend
• Eye-catching HiHello swag
• Work with & learn from a kind, diverse, high-performing team
• Opportunity to build things from scratch & make a significant impact
• Annual company onsite

Our commitment to an inclusive culture: 

At HiHello, we value everyone's opinions and ideas. We believe that an inclusive environment harnesses the power of the innate diversity of our team. This allows us to drive innovative change by evaluating and adopting suggestions based on their value to our business and not the source of the idea. We know that embracing inclusion helps us, individually and collectively, to be better every day as a company and as people. We are committed to equal opportunity and welcome people of any gender identity, race, sexual orientation, age, ethnicity, or any underrepresented group to apply.