OML - Senior Associate - Customer Success

Senior Associate - Customer Success

As the Senior Associate in the Customer Success team at Hypothesis, you will play a key role in establishing and nurturing relationships with our clients. You'll be the bridge between our clients and our platform, ensuring their needs are understood and addressed. This role requires a strategic thinker who is customer-focused, proactive, and passionate about driving customer success.

Responsibilities:

1) Customer Onboarding: Lead the onboarding process for new clients, ensuring a seamless introduction to the Hypothesis platform.

2) Relationship Management: Simultaneously manage multiple client accounts in different stages of the customer lifecycle. Develop and maintain strong relationships with clients, understanding their goals and challenges, and ensuring our platform aligns with their objectives.

3) Customer Lifecycle: Define customer lifecycle by determining the timing and content of touch points for CSMs along the customer journey, to drive optimal adoption and net promoter score.

4) Product Expertise: Become an expert on the Hypothesis platform, staying abreast of new features, and effectively communicating these to clients.

5) External Communications: Coordinate with the marketing team's content strategist to synchronize email outreaches with CSM touchpoints.

6) Risk Management: Detect early signals of at-risk renewals, design playbooks for CSMs to address them, and provide an escalation path.

7) Cross-Functional Coordination: Coordinate cross-functional processes that help meet renewal and upsell targets and deliver on customers' needs.

Requirements:

1) Bachelor's/Master's degree in Business, Marketing, or a related field.

2) Minimum 2 years of experience in a customer success or account management role, preferably in a SaaS or tech environment.

3) Strong communication and interpersonal skills.

4) Analytical mindset with the ability to interpret data and derive actionable insights, with experience in revenue forecasting and monitoring customer metrics and activity.

5) Experience in merging complex datasets to find trends and insights about customers, with the ability to drive customer success and inform the efforts of the entire team.

6) Experience communicating and reporting operational data to cross-functional internal stakeholders.

7) Experience in the influencer marketing or advertising industry is a plus.