About hOp

In 2012, the founders of hOp saw early indications that Social Media was creating digital isolation and loneliness. They set out to build technology that created community by managing proximity-based networks. hOp’s mission is to create communities where it’s safe and simple to help Other people (hOp). We make in real life (#IRL) networks from familiar faces. hOp believes authentic community blossoms when we spend time together face to face instead of click to click. 

We are a team of 31 humans and 15 dogs. We love working alongside one another and value the real-life effects of an authentic community. We believe in putting others first. We value learning and the impact it has on our work. We commit to doing the right thing even when it is inconvenient. We know the power of vulnerability and how it can be a catalyst for impactful change. We are passionate about what we do and can't wait to find our next team member. Two legs or four, we invite you and your best friend to apply! 

Job Brief

The Community Success Manager (CSM) will lead customers to maximize value from their investment in the hOp platform. You will interact with customers to build relationships, facilitate onboarding, build community engagement, and provide awareness and adoption of all features of the hOp platform. The CSM is responsible for all aspects of client account success, including training, on-boarding, retention, and advocacy. The CSM is also the primary point of contact for escalations and is responsible for working with Sales Representatives, and other cross-functional teams for issue resolution.

Responsibilities:

• Build strong, long-term relationships with customers.

• Ensure effective community onboarding and ongoing engagement.

• Conduct 30, 60, 90 day reviews with communities to assess onboarding and community health.

• Effectively manage critical customer success metrics such as Monthly Average Users (MAU), net revenue retention, feature adoption and partner satisfaction (NPS).

• Evaluate risk management for each customer and proactively evade dissatisfaction or lost business and ultimately drive retention throughout the customer life cycle.

• Identify and prioritize product/service updates that reflect customer requests, industry, market and competitor trends and report to key stakeholders.

• Provide insight and relay the voice of the customer with internal teams, including Sales, Marketing, Product, Operations, and Engineering.

Requirements:

• Bachelor’s Degree or equivalent experience in Customer Success, Customer Support, Account Management or a related field.

• 3+ years in Customer Success in a high growth tech company

• Proven experience building strong customer relationships and efficiently communicating internal and external voices.

• Experience using Salesforce (or similar CRM/tools) and actively managing customer dashboards.

• Demonstrated ability to manage cross-functional projects to continually improve collaboration and processes.

• Experience developing scaled processes and partnering with outsourced support organizations is a plus.

• Excellent written and verbal communication skills

• Ability to travel as needed.

What We Offer:

• Full medical, dental, vision, and ancillary benefit packages

• Competitive stock option packages

• Company matching 401k contributions

• Unlimited vacation policy

• Quarterly volunteering opportunities on company time

• Bi-weekly social outings

• Downtown office with fully stocked drink fridge and snack bar

• Pet friendly office with a gameroom and social area

• Flexibility to work from home