Job Overview:  Reporting to the Manager of Customer Success, the Senior Customer Success Manager (Senior CSM) is responsible for overseeing the retention and growth of strategic accounts for Hatch Data, a market-proven real estate technology company.  The Senior CSM will be expected to utilize a deep understanding of the commercial real estate industry, as well our customer’s unique requirements and goals, in order to effectively exceed customer expectations with a consultative approach.  Regular account updates to our leadership team, including reporting on customer health, retention and growth metrics, will be critical to success in the role.  All phases of the customer lifecycle – onboarding, training, account management, renewal & upsell – will involve the Customer Success (CS) team in some capacity.

 

Responsibilities and Duties:

 

Strategic Account Management: Drive customer outcomes, product adoption and customer experience by maintaining a close working relationship with assigned accounts.  Key duties include:

      Account Planning and Organization Mapping

      Ensuring accurate account, contact, and activity information is maintained in our CRM database.

      Holding Quarterly Business Reviews to regularly report on success KPIs while establishing and executing on improvement plans, as needed.

 

Onboarding, User Adoption & Customer Success: Ensure customer users are actively engaged with the product and achieving outcomes that lead to their success.  Key duties include:

      Coordinating with internal stakeholders to ensure we’re achieving customer expectations with time to value, providing direct support, as needed.

      Training customers on the breadth of product capabilities and how they map directly to their objectives.

      Coordinating with the Advisory team and 3rd-party partners, as applicable, to ensure the delivery of any value-added Professional Services.

 

General Support: Ensure all customers have access to have their questions answered in a timely and professional manner.  Key duties include:

      Accurate account and contact management in CRM

      Invoicing / Account Receivables quality

      Data completeness and quality reporting, as needed.

      Triaging miscellaneous inbound requests to appropriate team members

 

Customer Development: Play a key role in supporting the growth and profitability of our business by protecting our installed base, securing renewals, and earning upsell opportunities in assigned accounts.  Key duties include:

      Evaluating renewal and upsell opportunities with CCO and executing in line with GTM strategy

      Coordinate with Hatch Data’s Product team to communicate customer input on the roadmap

 

Ideal Candidate:

You’re a team player who works well under pressure, demonstrates resourcefulness, follow-through and ability to independently conclude projects and assignments reliably.

 

Experience:

-        Bachelor’s degree; MBA or other advanced degree preferred.

-        Minimum eight year’s experience working in a CS role, ideally serving CRE customers.

 

Characteristics:

-        Mission-driven and leads by example with equal parts brain and heart.

-        Operationally-minded, empathetic, self-starter, driven, and gets things done.

-        Natural communicator that instills confidence and trust with internal and external stakeholders.

-        Equally adept at leading a team, defining account strategy and executing on the task at hand.

-        Excited to join a rapidly growing small company, with big company benefits, and significant upside potential.

-        Based in Boston.

 

About Hatch Data:

Climate change is real.  Addressing this is the biggest issue of our time.  While moving the world from dirty energy sources to clean ones matters, there is also an enormous opportunity to use existing resources more efficiently.  Buildings consume up to 40% of the energy in North America alone. This is a big opportunity to create change. We bring our values to work and everyday push to solve these problems at scale.

 

Our team applies their knowledge of energy systems, mechanical engineering, data science and the built environment, to design cutting edge software that empowers operators to reduce the negative environmental impact of our indoor spaces while improving the bottom line. Our software platform has been proven across more than 550M square feet of commercial real estate with marquee customers, and we’re doubling down our efforts in the coming months as we prepare to accelerate growth and impact.

 

This is a unique opportunity to join a company that “does well by doing good” and is positioned for significant expansion. You’ll enjoy comprehensive benefits, competitive salary, and meaningful equity. We offer a flexible work environment and the opportunity to work alongside an incredibly talented, fun, and highly motivated team.

 

How to Apply:

Does this sound like you? If so, please submit your resume and cover letter. In your letter, feel free to provide any context you think would be helpful as we learn about you. We’ll be interested in understanding why you’re excited about joining us, why this role seems like a perfect fit for your talents, and what success looks like for you, personally, over the next few years.