Customer Success Manager

This is a full-time role as an Customer Success Manager, located onsite in New York, NY.

As a Customer Success Manager at Hadrius, you will be responsible for taking customers through the full lifecycle on Hadrius, from onboarding through renewal and to expansion, maximizing the value they gain from our software as we make compliance effortless for them.

You will work directly with the founding team to design and build the future of the financial system. We pride ourselves on having a culture that rewards impact and success generously. We’re focused first and foremost on empowering each other to do our best work, today and into the future. You'll be on a team that works incredibly hard and seeks other exceptional people excited to do the same.

Responsibilities

First week:

• Become familiar with the core problems Hadrius solves, our ICP, our value proposition, the Hadrius platform, pricing structure, and roadmap
• Get familiar with the tools and process we use today to help our customers today
• Begin managing customer accounts and responding to small/medium support requests
• Begin shaping and improving current CX processes informed by your previous experiences.
• Maintain a customer pipeline, tracking product usage and ensuring all customer requests/issues are dealt with in a timely manner

First month:

• Become an expert on the Hadrius platform
• Handling most, if not all new customer implementations
• Begin scaling current manual CX processes
• Tracking usage, NPS, and CSAT metrics, and contributing to strategy sessions to improve product usage and customer experience
• Taking product feedback from customers and intelligently turning it into product priorities for the engineering team, understanding feature prioritization and size
• Be able to field customer issues over Slack, Teams, and email and ensure engineering/sales teams can fix the problems (without letting anybody drop the ball)

First 3 months & beyond:

• Continue to develop the above skill-sets
• Keep relationships with customers warm — ask them for feedback often, act on that feedback
• Handle the operations work necessary to get customers fully activated, renewed, and expanded
• Work with the sales team to gather the context necessary to win back churned customers and new revenue with existing customers

About You

• Exceptionally skilled: You are highly competent as a success manager, coming from 1,000s of hours of practice.

• Coachable: Open to learning the Hadrius way and raising the bar while you’re at it.

• Grit: You’re consistently the hardest working person on your team.

• All-in: This is not a 9-5. We have a massive opportunity ahead of us and are looking to multiply our engineering speed. We are optimizing for the best folks and are happy to compensate generously.

• Passion for our mission: Genuinely excited about our tech and our mission to end financial crises.

• Team-first mentality: You are interested in building for the long-term alongside founding team members, and committed to mentoring others and being mentored.

• Autonomy: Exercise a high-degree of autonomy and sales authority

Qualifications

• 3+ years of professional experience in customer success
• Top 1% work ethic as compared to your peers
• Work experience in a B2B SaaS or Financial/Fintech firm
• Track record of crushing retention targets and going above & beyond
• History of working independently and leading efforts to optimize customer success
• Tremendous demonstrable grit
• Ability to wear multiple hats and manage your workload without overhead
• Detailed and process oriented
• Intrinsic motivation to create your own opportunities by proactively seeking opportunities to make customers happy and drive product usage
• You are excited to “step up” and help scale up the processes that we’re handling manually

Benefits

• 401k (100% match up to 6%)
• Destination Airbnb company work retreats 3-5 times a year
• Healthcare, dental, vision, etc.

1. 20 minute phone screen: Details on the role, questions to assess initial fit
2. 30-45 minute culture fit: In-depth assessment of your drivers, work ethic, goals, and more to determine mutual fit.
3. 60 minute on-site: Meet the rest of the team
4. Reference calls