Hatch Early Learning is looking for a Customer Success Manager (CSM) who is responsible for customer’s overall success with Hatch’s products and services. The position is accountable for customer adoption of products, solutions, renewals, and overall satisfaction. The CSM will oversee a portfolio of products and help maintain high customer satisfaction by providing regular communication and information relevant to their Hatch implementation.

This is a remote opportunity located in Florida.

Essential Functions:

Proactively provide all customers with information and enhancements as they become available that will help ensure they remain successful and realize the full value of their investment with Hatch.
Drive adoption of Hatch technology product lines by providing insights, analysis, support, and share best practices.
Identify customer risk and work with cross functional teams to create and execute strategies and programs.
Serve as a customer advocate, often functioning as a liaison between our customers and all internal Hatch teams (e.g. Professional Services, Technical Support, Product Development, etc).
Spearhead continuous product improvement and support based on customer needs/feedback.
Gather customer product feedback and communicate with product management to shape product roadmap development.
Ensure any account issues are resolved quickly, leveraging resources from across the company as needed.
Present to customers product roadmaps with emphasis on features most relevant to the given customer.
Educate customers on the value they can generate from the power of their Hatch solutions via regular communication about best practices and product features.
Develop, Implement and Encourage customers to utilize appropriate Hatch services including the Knowledge Base, Community, User Conferences and Support Portal.
Deliver group informational sessions about product and best practices.
Conduct monthly office hour sessions to provide your customers with a structured forum for soliciting trusted advice.
Proactively contact customers quarterly to assess health and system utilization.

Minimum Qualifications:

Bachelor's degree in Education, Child Development, Administration, or a related field.
2+ years of experience in customer success, customer service, or account management, preferably in the edtech or software industry.
Experience working with early childhood education providers, schools, or in a related educational field.
Proven track record of building strong customer relationships and achieving customer satisfaction goals.
Proficient in CRM software (e.g., Salesforce, HubSpot) and customer success management platforms.
Strong understanding of SaaS metrics and software adoption strategies.
Familiarity with early childhood education software and technologies.
Experience in conducting customer onboarding, training sessions, and regular check-ins.
Proficient in MS Office.
Ability to perform essential duties of this position with or without accommodation.
Authorized to work in the United States without sponsorship
Excellent verbal and written communication skills.
Strong presentation skills for conducting webinars, online meetings, and in-person demonstrations.
Strong analytical and problem-solving abilities to address customer issues effectively and enhance product value.
Ability to analyze customer data to inform decision-making and identify opportunities for improvement.
Empathetic and customer-centric approach to handling client concerns and queries.
Team player with strong collaboration skills to work effectively with cross-functional teams including sales, product development, and marketing

We offer a competitive benefits package to include health, dental, and life insurance; paid time off; 10 paid holidays; and a 401k match. Come join our team!

Hatch Early Learning is an Equal Opportunity Employer and does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.

Hatch Early Learning jobs

Customer Success Manager