Customer Success Manager Jobs

This is a remote position.

Summary

The Customer Success Manager supports Hope Squad’s Mission to, “reduce suicide through education, training, and peer intervention” and vision of, “a Hope Squad in every school” by 1) effectively leading a team of part-time customer service representatives to help new customers onboard smoothly and maintain ongoing support to foster growth and 2) join the leadership team and represent Customer Success needs and responsibilities.

Responsibilities

Leadership

• Lead a team of 3-5 Support Specialists, previous Hope Squad Advisors, who are passionate about our program and the successful implementation of new Squads. Recruit, hire, and retain a professional and dedicated support specialist per region.

Customer Onboarding

• Develop and execute a streamlined onboarding process to ensure new Advisors have a smooth transition into the Hope Squad platform. This includes understanding their specific needs, providing personalized guidance, and addressing any challenges they might encounter.

Support Management

• Ensure timely and effective responses to customer inquiries and issues. Establish support standards and continuously improve the quality of support provided.

Adoption and Retention

• Proactively engage with customers to drive product adoption and ensure they are utilizing the platform to its full potential. Identify and address any obstacles that may hinder customer success and work to enhance retention rates and reduce churn rates. Clearly communicating the benefits of new product features and ensuring customers promptly adopt them.

Resource Creation

• Develop comprehensive onboarding resources, tutorials, and video guides to assist customers in self-service onboarding and troubleshooting common issues. This helps empower clients to find solutions independently.

Data Analysis

• Utilize data and analytics to identify patterns, trends, and opportunities for improvement in not only the onboarding and support processes but in the overall software. Data-driven insights can lead to better decision-making and a more efficient support system.

Cross-Functional Collaboration

• Collaborate with other teams such as Programming, Research, IT, Finance, Marketing, Sales, and Training to share customer feedback, align strategies, and identify opportunities for product improvements based on customer needs.

Perform additional, related duties as assigned

RequirementsEducation: Required: Bachelor’s degree or higher; Preferred: Master’s

Experience : Required : 3 years of customer success management experience; Preferred : Educational background and/or Hope Squad experience

Essential Qualifications & Competencies

• Strong communication and interpersonal skills; Able to build and maintain relationships and rapport cross-functionally and with external organizations (e.g., clients/customers, dealers, vendors, contractors)
• Proficiency in utilizing customer communication tools such as Zoho Desk, Zoho CRM, Zoom, and Gsuite is crucial.
• Strong attention to detail; time management, project management, and organizational skills; able to perform a wide variety of tasks and multi-task efficiently.
• Ethical and professional conduct, able to handle sensitive and proprietary information with discretion and confidentiality.
• Alignment with Hope Squad’s mission, vision, and values
• Able to work independently, with minimal supervision, and also work with a team.
• Effective, influential verbal and written communication skills; able to speak, read, and write English fluently.
• Demonstrated professional and business judgment with strong problem-solving and critical-analysis ability; able to make effective decisions and execute courses of action supporting Hope Squad's culture, goals, and objectives.
• Agility to work in an ever-changing growth environment.

Benefits Insurance starts on day 1 for all employees.

• Vision insurance
• Medical insurance
• Short-term disability insurance
• Dental Insurance
• Life insurance
• Long-term disability insurance

Retirement

• 401(k) with a matching contribution of up to 4%

Time Off

• One mental health day a year (birthday)
• Generous holiday schedule
• Paid time off (10 days)