Job Overview: Reporting to the Director 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 their 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:
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:
General Support: Ensure all customers have access to have their questions answered in a timely and professional manner. Key duties include:
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:
You’re a team player who works well under pressure, demonstrates resourcefulness, follow-through and ability to independently conclude projects and assignments reliably.
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.