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Customer Success Manager

Heartbeat

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Technology
  • Post Date: 03/11/2023
  • Email: Careers@heartbeat.com
  • Website: heartbeat.com
  • Company Address: 1507 7th Street Suite 441, Santa Monica, CA 90401
  • Salary Range: $50,000 - $150,000

About Heartbeat

Heartbeat is a social marketing technology that connects your brand with the millennial and GenZ consumers you’re trying to reach. Our technology gives you easy-to-use tools to build a community of eager brand loyalists, and activate them to answer survey questions, engage with your content, and create trackable nano-influencer marketing campaigns.

Job Description

Please send resumes including a cover letter to: Careers@heartbeat.com 
 
Heartbeat is looking for a Customer Success Manager who will be responsible for managing the full life cycle of Heartbeat’s self-serve client base. This person will report to our SVP of Sales (subject to change). 
 
The client success manager will be tasked with managing the self-serve customer base, including client service and campaign operations. They will also be tasked with strategizing and implementing the framework for customer success at Heartbeat, creating new processes and operational plans as well as guiding product development decisions around this product line. They will create, modify, enhance, and upkeep supporting content and client success materials to ensure a seamless transition from web-leads or direct-sales generated customers to onboarding within the software and campaign creation process. This role is an instrumental part of the growth plans at Heartbeat as it expands its self-serve offering and capabilities. 
 
Responsibilities  
 
 
Work with the Self-Serve Sales team to seamlessly transition new clients from the seller to the Client Success team
Work with the Self-Serve Sales Team and the Campaign Strategy team to design a best-in-class customer onboarding system
Help clients set up their first self-serve campaigns, and continue to be the point of contact for them throughout their lifecycle 
Stay in constant contact with clients, be immediately responsive to their needs 
Work with the Ambassador Customer Support & Campaign Management team to devise solutions for managing Self-Serve ambassador support needs, ensuring no support tickets go unanswered for over 24 hours 
Work with your manager and dev team to develop new product solutions and ideas by providing insights into what tools clients are looking for next. 
Determine metrics and analytics that will help re-sell and upsell clients, minimize campaign completion time, and maximize the number of campaigns a Client Success team member can handle 
Update clients on new product features rollouts, keep them excited about using the tools
 
Provide weekly reporting to the leadership team regarding progress, setbacks, and feedback 
Work to ensure clients are continuing to run campaigns regularly, and aren’t churning out of the system.
Develop training materials for potential new hires on the Self-Serve Client Success team 
Oversee development of client success stories and case studies 
“Fill the gap” – Like all Heartbeat employees, you’ll be asked to add on responsibilities as our team grows.
 
Qualifications 
 
3-5 years of customer facing experience in an implementation or customer success role, preferable in a software or sales/marketing environment 
Experience in fast-paced high-growth companies 
Deep understanding of the needs of growing businesses and a strong business acumen.
Familiarity with social media, social media marketing, and influencer marketing (bonus)
Familiarity partnering with Marketing and Sales Leaders to drive adoption
Familiarity with managing high volumes of customers
Familiarity with developing and implementing processes 
Ability to work individually and collaboratively in a team environment across multiple departments 
Tech savvy and eagerness to learn new technology and practices 
Working knowledge of Excel
(bonus) Experience with design applications such as: Sketch, Canva, & the Adobe Suite
(bonus) Experience in analytics and preparing detailed reports 
 
Heartbeat is committed to being an equal opportunity employer.
 
We know that applying for a new job/gig can be intimidating. But guess what? At Heartbeat, there is no such thing as an “ideal candidate.” We believe in the power of teamwork -- and in the desire to learn something new every day. We believe in hiring people, not just skills. Take it from our CEO:
 
“If this sounds like a company you would like to join and a role you would thrive in, please don’t hold back from applying! Whatever skills you bring to the table or background you’re coming from, we welcome you to start a conversation with us. We need your unique perspective for our continued innovation and success. We’re looking forward to learning more about you!”