Community Success Manager at hOp

| Austin
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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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReduxLibraries
    • Charts.jsLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • NestJSFrameworks
    • PostgreSQLDatabases
    • DynamoDBDatabases
    • SnowflakeDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • FigmaDesign
    • AsanaManagement
    • JIRAManagement
    • NuclinoManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Centrally located in downtown Austin. Walking distance to the Capitol, 6th Street, and some fabulous restaurants.

An Insider's view of hOp

What is your vision for the company?

Social Media is broken. The big, centralized social networks pursue time-in-app and pay-per-click. hOp provides Social Networks-as-a-Service designed to create authentic connections within the audience. I believe the future of Social Media is sponsored where customers own their audience instead of renting it from Facebook.

Chris

Chief Growth Officer

What are hOp Perks + Benefits

hOp Benefits Overview

Full medical, dental, vision, life, disability, and ancillary benefit packages. Unlimited vacation policy. 401k company matching with immediate vesting. Company issued top-of-the-line work computer. Competitive stock option packages. Downtown office with gameroom, hammock, music stage, cornhole, kitchen, and drink fridge. Dogs encouraged. Volunteering opportunities and social gatherings on company time.

Culture
Volunteer in local community
We volunteer quarterly on company time and seek to help Other people. Our employees have helped prepare over 12,900 meals at the Central Texas Food Bank in this year alone!
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
401(K) Matching
We offer 401(k) matching with immediate vesting.
Company Equity
We offer competitive stock option packages to all employees.
Child Care & Parental Leave Benefits
Flexible Work Schedule
We expect all employees to be reachable during normal business hours (9am-5pm), but employees are free to breakup their days however they wish.
Remote Work Program
hOp is currently fully remote with a physical office in downtown Austin. We encourage employees to work from where they can do their best work. Several employees come to the office daily.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We volunteer as a company every quarter. We recently volunteered at the Central Texas Foodbank and are always on the lookout for new volunteering opportunities.
Paid Holidays
Paid Sick Days
We don't keep track of sick days. If you're sick, then rest up.
Perks & Discounts
Casual Dress
No dress code here, friends.
Company Outings
We shoot for two in-person company gatherings per month. These range from hOppy hours to group dog walks to arcade gatherings and everything in between. We love group hangs.
Game Room
Ping pong, anyone?
Stocked Kitchen
We have a fully stocked drink fridge with all sorts of canned bubbles. We also keep plenty of snacks, coffee, and adult beverages on hand. Who says hOppy hour can't take place in the office?
Happy Hours
hOppy* hours take place in the office or a cool spot around town. We love good brews and good times.
Parking
We offer company-paid street parking for the time being.
Pet Friendly
We. Love. Dogs. Even more so, we love working with our dogs.
Professional Development Benefits
Lunch and learns
Promote from within
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