Customer Success Manager

About Hearth

Hearth exists because 50-80% of small businesses in the trades (Roofers, Plumbers, etc.) fail within their first five years. Our mission is to change that forever, and empower small business contractors to build and grow successful companies.

In the last few years, we’ve built an all-in-one platform that helps SMBs grow sales, protect profits, and save time. With over 10,000 customers, Hearth is a vertical SaaS platform powered by a financial services layer that is currently powering billions in home improvement projects. We are growing, profitable in our base case, and are working to disrupt a fragmented, underserved, $600B market.

Backed by the same investors as SpaceX, Stripe, Palantir, Airbnb, Rippling, Affirm, Brex, and OpenAI (Founders Fund, 8VC, Human Capital), we aim to protect small business entrepreneurship in America, redefine what is possible in running a trades business in today’s rapidly changing world, and bring forth a future where every small business owner in the trades can succeed, despite not having a fancy pedigree, special connections, or access to deep pockets.

The Opportunity

We are seeking a highly motivated and results-driven CSM to join our team. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers during their initial onboarding journey as well as the renewal of those accounts.

Your primary focus will be on engaging with customers within their first 60 days, guiding them through the onboarding process, addressing challenges, and assisting them in achieving their goals using our platform.

The ideal candidate will have a background in sales, and will have the mindset to coach and create a business partnership with the accounts in their book of business. The CSM will work closely with customers to foster strong relationships, drive adoption, and contribute to overall customer retention, and be a consultant to our customers.

What You’ll Do

• Reach out proactively to customers within their first day as a customer to understand their needs, challenges, and objectives.
• Drive customer activation by guiding them through each benchmark of the onboarding journey, including the 30 day checklist.
• Provide personalized support and guidance to customers on-the-fly, adapting to their unique circumstances and requirements.
• Troubleshoot issues and challenges faced by customers, collaborating with relevant teams to ensure timely resolution.
• Motivate and encourage customers to stay committed to the onboarding process, fostering a sense of achievement and progress (complete the checklist and engage with the platform)
• Share best practices and strategies with customers to help them achieve success with our platform.
• Identify opportunities for customers to enhance their utilization of the platform, streamline internal processes, and secure more job wins.
• Proactively prevent early customer churn by addressing concerns, resolving issues, and nurturing customer relationships.
• Collaborate closely with sales, customer support, and product teams to gather insights and contribute to the continuous improvement of the onboarding process.
• Maintain accurate and up-to-date records of ICP customer interactions and progress.
• Retain customers within your book of business for their next renewal date
• Outreach and Engagement
• Achieve a daily target of 30 outbound dials to connect with customers.
• Establish meaningful connections with customers through calls, emails, and other communication channels.
• Utilize Salesforce Sales Engagement to track and manage customer interactions, ensuring consistent engagement and progress tracking.
• Touch at least 65 accounts per week → 15 per day
• Customer Onboarding
• Collaborate with customers to ensure they are on track to achieve their next onboarding benchmark within the first 60 days.
• Conduct OTF and scheduled onboarding calls and training sessions to guide customers through the platform's features, benefits, and best practices.
• Prepare customers for scheduled training sessions, providing them with the necessary information and context to maximize the training's value, while documenting the customer discovery for CES members.
• Product Expertise
• Identify and recommend the appropriate platform products and features that align with each customer's needs and objectives.
• Disqualify customers from products that are not a suitable fit, ensuring a tailored and effective onboarding experience.
• Progress Monitoring
• Monitor customer progress through their onboarding journey using established benchmarks and metrics.
• Provide continuous support and motivation to customers, ensuring they stay engaged and committed to the onboarding process.
• Activation Metric Achievement
• Focus on guiding customers towards achieving the activation metric, which signifies a deep integration and consistent usage of the platform.
• Motivate customers to adopt the platform as a regular part of their workflow to maximize its benefits if it suits their needs.
• Problem-Solving and Solution Delivery
• Identify challenges and obstacles faced by customers and provide timely and effective solutions.
• Collaborate with relevant internal teams to address technical issues, user concerns, and other barriers to progress.
• Relationship Building
• Cultivate strong relationships with customers by demonstrating empathy, understanding their pain points, and tailoring solutions to their specific needs.
• Data Management and Reporting
• Maintain accurate and up-to-date records of customer interactions, progress, and outcomes in Salesforce and other relevant systems.
• Update key ICP insights through every customer interaction.
• Continuous Improvement
• Share valuable insights and feedback from customer interactions with relevant teams to enhance the onboarding process, platform usability, and overall customer experience.
  
  

Note: The CSM’s role is dynamic and requires adaptability to evolving customer needs and business goals. The responsibilities outlined above provide a comprehensive overview of the role's key functions.

Who You Are

• Previous background in sales, with a proven ability to meet and exceed targets.
• Strong experience in customer success, customer service, or a related field, with a demonstrated track record of building and maintaining customer relationships.
• Tenacious, self-motivated, and goal-oriented individual who thrives in a fast-paced environment with a proven ability to work independently and take ownership of tasks without constant supervision.
• Excellent communication and interpersonal skills, with the ability to empathize with customers and understand their needs.
• Problem-solving mindset, capable of addressing customer challenges and finding effective solutions.
• Passion for achieving exceptional results and a drive for overachieving targets.
• Strong organizational skills and attention to detail, ensuring accurate tracking and reporting of customer interactions.
• Ability to adapt and pivot in response to customer feedback and evolving business needs.
  
  

Our Core Values

• Truth. We value honesty and data. We seek to understand what is reality, so we can effectively respond to it.
• Slope. Rate of change over time. We hire and reward based on a team member’s potential, capacity, and growth-mindset, rather than a fancy resume.
• Mutual Benefit. The best outcomes happen when everyone wins - customers, team members, and the company. We seek to understand each other’s aspirations and create alignment to get there.
• Competitive Greatness. We desire an opportunity and environment from which to pull the greatest versions of ourselves out into the world, rather than just a “job”.
  
  

Location

This a remote role

Benefits

• Mission-driven, values-based culture.
• Competitive pay.
• Unmatched opportunities to learn and develop; front-row seat at a fast-growing tech startup
• Unlimited PTO, plus paid company holidays.
• Meaningful equity
• Medical, dental, and vision options.
• 401(k)
• Free Employee Assistance Program
• Parental Leave Program
• Pet Insurance
  
  

More About Us

Hearth embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. We consider employment for qualified applicants with arrest and conviction records.