Customer Success Manager
Come join our Customer Success team
When our users love our software and people, all sorts of positive things happen: They’ll be our strongest advocates and encourage their colleagues to learn our platform. They’ll reach an advanced level of proficiency and do their jobs even better (and their managers will be floored). And very quickly, the successes they achieve in Hudson will ladder up to healthy accounts and make it abundantly clear that we’re the best partner around to lead our customers into the future.
Customer Success Managers are principally responsible for two key outcomes: user adoption and engagement. It’s not simply enough to get people to try our software. How we organize to train and coach new users, and help them develop progressively advanced skills over time is key to their continued buy-in and usage. As a CSM, your job will be to read the tea leaves, flagging early evidence of user issues, diagnosing the causes, and planning the activities needed to get users back on the right track. When things are going beautifully, you’ll continue to nurture users and find the repeatable practices that can bring substantially all users to the same level of engagement.
What does a typical day look like?
On a typical day, you can expect to do some mix of the following:
Work with account leads and support colleagues to identify key Success priorities by account (e.g., new user trainings needed, lapsed users in need of outreach)
Analyze support activity to identify common themes in user outreach, and plan content and training interventions accordingly
Coordinate with our Training team to become expert on all new features/functionalities, and how to best train our users on them
Conduct user outreach (post-mortems, surveying, etc.) to ensure that, company-wide, we all share a clear understanding of how users are feeling about our product, service, and support
Be the voice of our customer in weekly account reviews, reporting on user adoption and engagement, and contributing to action plans
Sound Interesting? You might be a great fit if some of the following are true:
You’ve graduated from a top-tier college/university (or are about to) with a clear record of academic achievement.
You’ve worked in customer/user-facing roles before and are highly driven to provide truly memorable customer experiences. You might have been a CSM at another software company, or you might have worked in high-end retail or hospitality.
You have prior experience with customer/user research methodologies and know how to marry user feedback with analytics to understand the “what” (user behavior) and the “why” (user attitudes).
You’re comfortable with small- to medium-group presentations and comfortable thinking on your feet.
You see yourself as a work in progress and take the initiative, on your own time, to learn skills in areas that interest you.
Prior media experience is not a requirement. We’ll help you learn the lingo and customer needs under the guidance and leadership of a deeply experienced and highly-regarded team of media, business and technology experts.
Hudson MX Benefits
Company-paid healthcare coverage for individuals & their families.
Company-paid commuting benefits.
Flexible paid time off and work-from-home policies.
Challenging work designed to leverage, and rapidly expand, your skill set.
Learn directly from the best - flat structure and collaborative culture.
We value diversity and the richness it brings to our work and employees.
Interested? Email firstname.lastname@example.org with any questions. We look forward to hearing from you!