What are the responsibilities and job description for the Customer Success Manager position at Hatch?
This is a Customer Success Manager role with Instant based in Sydney, Australia
More About The Customer Success Manager Role At Instant
Instant is looking for a highly collaborative and outcome-oriented Customer Success Manager to play a critical role in delivering a rewarding, sticky and satisfying experience for our valued customers — proactively guiding the customer throughout their journey with Instant to create a great commercial relationship. This includes rapid onboarding, implementation, and adoption as well as establishing, tracking, and reporting on shared success criteria.
As a Customer Success Manager, You Will
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Instant team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
A Final Note: This is a role with Instant not with Hatch.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
- Instant --
More About The Customer Success Manager Role At Instant
Instant is looking for a highly collaborative and outcome-oriented Customer Success Manager to play a critical role in delivering a rewarding, sticky and satisfying experience for our valued customers — proactively guiding the customer throughout their journey with Instant to create a great commercial relationship. This includes rapid onboarding, implementation, and adoption as well as establishing, tracking, and reporting on shared success criteria.
As a Customer Success Manager, You Will
- Serve as the primary point of contact for existing customers, driving satisfaction.
- Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan.
- Ensure customer satisfaction that leads to holding our product stickiness, customer satisfaction and currently 0% churn rate.
- Host regular check-ins with customers as well as quarterly business reviews to ensure adoption and sharing of success metrics such as conversion rate increase and revenue uplift.
- Answer questions and facilitate data requests, user feedback, and bug reporting to the product team.
- Act as Voice of the Customer internally to represent customer needs and wants.
- Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Instant team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- 👍🏼 Adoption and Success Management
- 💼 Account Retention and Expansion
- 👥 Collaboration
- 🛎 Service orientation
- 💡 Problem solving
A Final Note: This is a role with Instant not with Hatch.
We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.
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