Customer Success Manager (SaaS)

At Hatica, the customer success manager will understand customer outcomes through ongoing collection and analysis of data and feedback and turn this into onboarding and retention strategies as well as feed into the product road map. They will be involved in all aspects of support, account management, demonstrating the product, educating customers and more. All team members look to customer success managers for input across all key decisions.

What You’ll Do

  • Drive retention and growth among our customers by understanding their business needs and helping them succeed
  • Enable successful roll-out of Hatica to customer employees, including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as Hatica advocates (e.g. testimonials, case studies)
  • Collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities
  • Marshall resources across the Hatica org as needed to support customers needs
  • Represent the voice of the customer to inform our sales process and product roadmap

What We’re Looking For

  • 1+ years in a Customer Success, Relationship Management, Account Management, or similar role
  • Experience working with large enterprise customers
  • Exceptional communication skills, highly organized, collaborative and detail oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals
  • Candidates with Software engineering experience/degree are preferred due to the nature of our product and customer persona

Experience

1+ Years

Location

Remote

Preferred Locations

GurugramBangaloreChennaiHyderabadIndia

Skills

Customer Success
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