Head of Customer Success
Hatch
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Job Level
About the role
- Ensure each role within the organization has clear goals and directions, including building and designing incentive plans, growth goals and daily expectations for team members
- Collaborate with Enablement to build training and materials to equip the team to support customers
- Hire and onboard reps to support the various segments and define job expectations
- Deep understanding of the day to day realities of the team to continue to create process and structure for improved efficiency
- Manage the team to org level retention and growth goals
- Create strong partnership with Solutions Engineering org to build an end to end lifecycle for customers and effectively onboard voice and sms customers
- Develop and grow technical and AI aptitude within the team to ensure strong customer support as new products emerge
- Implement Performance Management structure to ensure teams are meeting expectations of the role
- Collaborate with internal Operations partners to design incentive plans for the various roles to drive the right business outcomes
- Continue to refine support process and playbooks leveraging both tech and humans
- Consistent oversight on the support process to ensure customers are meeting defined milestones to drive retention
- Collaborate with leaders of each segment to refine support strategy, SLA and processes
- Software project management and technical implementation of key tools
- Partner with head of Solutions Engineers to define Role Objectives between AM teams and Sales Engineering teams
- Refine process between AM and Sales by working with Sales leaders to ensure consistent hand off and support of customers in each segment
- Alignment with Operations teams to build reporting and compensation plans and execute against those
- Connection to Product and Engineering to ensure product enhancements are communicated effectively to Account Managers and subsequently to customers when relevant
- Serve as an escalation point for any major technical issues that are surfaced by the AM team from customers
- Ingest updates from Marketing to ensure consistent customer messaging of the product suite and services
Requirements
- 7+ years in B2B Customer Success with prior leadership experience
- Proven track record of building processes and playbooks to support the daily expectations of the team
- Experience working on a startup or undefined environment, where defining things is a regular part of the role
- Ability to deep dive into customer journey and improve upon support models
- Experience with customers of all sizes both small and large
- Strong cross-functional skills -- ability to partner with Product, Marketing, and Sales
- Experience managing technical implementations and software project management
- Prompt engineering experience or track record of leveraging AI prompts to improve efficiency
- Comfortable with and ideally experience working in various systems: Zapier, ChatGPT, Claude and Claude Code, Linear, N8n and Hubspot.
Benefits
- Competitive compensation package including base salary, bonus, and equity. Details shared during the interview process.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
B2B Customer Successprocess buildingplaybook developmenttechnical implementationsoftware project managementprompt engineeringAI leveragingcustomer journey analysissupport model improvementincentive plan design
Soft Skills
leadershipcollaborationcross-functional partnershipteam managementcommunicationproblem-solvingorganizational skillscustomer supportefficiency improvementtraining development