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Customer Success Manager, Mid Market

| Austin

Your Role as a Customer Success Manager:

In this key role reporting to our Director of Customer Success, your objectives are to maximize
customer retention and success while driving operational excellence to ensure that your
portfolio of customers are realizing the full value of their investment throughout the customer
lifecycle. This role requires working alongside Sales, Product, Professional Services and
Management to constantly represent the voice of the customer and to drive the highest possible
return on investment. Key focus areas will include revenue retention, revenue expansion
through renewals and lead generation and execution of business reviews with occasional
C-level presence.

As a SaaS company, HotSchedules is looking for a candidate that is able to connect with and
understand our customer’s needs and create effective growth and retention strategies that can
scale across a portfolio of accounts. You will be responsible to ensure customers are getting the
most value out of the product(s) with widespread adoption. In addition, you will develop strong
customer relationships with decision makers, serve as a customer advocate, identify upsell
opportunities that align with the customer needs, facilitate problem resolution between customer
and company technical support, and be knowledgeable about the product and able to assist in
training.

In this role you will have responsibility for owning a portfolio of accounts, retaining and growing
the revenue from these accounts via contract renewals and lead generation. The essential
qualities for success in this role include entrepreneurial disposition, self-starter, tenacious,
organized, focused, responsible and accountable.

Responsibilities as a Customer Success Manager:

● Responsible for overall revenue retention within your portfolio of accounts
● Attain/Exceed revenue goals through contract renewals and identifying/qualifying
upsell/cross sell opportunities within your portfolio
● Establish and maintain relationships with key decision makers within your portfolio
● Develop and execute account objectives including negotiation of contract pricing that
align with HotSchedules standards
● Manage all aspects of the customer success process typically beginning prior to contract
signature for enterprise accounts. This will require a level of project management
experience to ensure successful rollouts of the full suite of HotSchedules’ products.
● Be a Customer advocate. Communicate customer feedback and product requirements
back to key stakeholders
● Conduct Frequent Business Reviews, occasionally to a C-level audience
● Support marketing efforts including soliciting customer testimonials and securing
customer participation in company events
● Handle support escalations as needed

Desired Skills and Experience:

● Ability to effectively implement account management and customer success strategies
● Proven track record of consistently exceeding subscription revenue targets and renewal
negotiation experience
● Strong presentation, communication, prioritization and negotiation skills
● Excellent interpersonal and leadership skills
● Proven team player
● Strongly prefer experience in sales, operations and/or support for either the
Entertainment, Restaurant or Retail Technology Space

Qualifications:

● Bachelor's s degree strongly preferred
● 3+ years’ experience working in sales, support and account management for a SaaS
Company
● Strong analytical skills, critical thinking and problem solving skills
● Energetic, creative, organized, and self-motivated
● Proven ability to effectively communicate with decision makers internally and with
customer
● Position may require travel and face time with customers
● Travel required: >5% average

 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • DB2Databases
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • DynamoDatabases
    • S3Databases

Location

Our office overlooks the 360/Pennybacker Bridge in scenic Northwest Austin. From our rooftop deck you can see Lake Austin and beautiful downtown.

An Insider's view of HotSchedules

What are some social events your company does?

We have Culture Day, where everyone cooks something to eat and drink from different cultures, we also build out a booth and dress like that culture. Then we give everyone a passport that has to be stamped at all the different cultures. It's so fun and our teams really get into it, even making up cultures like The Shire and StarWars.

DeeDee

Sr. Technical Recruiter

What does your typical day look like?

Write some code for a new feature, bug fix, or dev/test tool. Attend a daily stand-up meeting. Sometimes attend a meeting or two. Review code pull requests. Answer questions and help somebody else out with a problem. Oh, and I open a lot of doors on the way to my desk in the morning!

Brandon

Software Engineer

What makes someone successful on your team?

To be successful at HotSchedules, you have to have an open mind, be self-driven, and willing to go the extra mile. Humility I think is what measures my success. Being able to own your mistakes, figuring out what you can do to improve yourself, and do it.

Jadyn

Project Manager

What kinds of technical challenges do you and your team face?

Every customer is unique and requires their own set of solutions to a wide range of challenges. No two days are alike. I love hearing about these challenges directly from our customers and diving deep to help them find the best path forward.

Vince

Solutions Architect

What are HotSchedules Perks + Benefits

Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
3 different health insurance plans from United Healthcare. The HDHP premium is covered by the company for you and very small cost for dependents.
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
We match .50 on the 1.00 up to 6%, so if you put in 6%, we'll match 3%.
Performance Bonus
We have an annual cash bonus that is based on both company and individual performance.
Child Care & Parental Leave Benefits
Generous Parental Leave
HotSchedules offers 2 weeks of maternity and paternity leave.
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We give everyone 4 community service days per year to go and give back to their favorite charity.
Perks & Discounts
Beer on Tap
Casual Dress
Game Room
Pool table, foosball table, ping pong table, Xbox and PlayStation.
Some Meals Provided
We cater in lunch every other Friday.
Happy Hours
Parking
We have free covered parking for everyone.

Additional Perks + Benefits

Beautiful 2222/360 location with rooftop deck and outdoor patio.

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