Customer Onboarding

** This role is at Calven (not for Hatch)**

Hatch is supporting Calven to find a great Customer Onboarding & Success Manager to join their Sales and Customer Success team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Calven.

**About the role at Calven**

Reporting to the Head of Operations, as Customer Onboarding & Success Manager you will head up our Customer Success team and work closely with the Sales, Technical Support, Marketing and Product teams to ensure that our customers have the best possible experience using our platform from implementation through to ongoing success.

Leveraging your previous experience in B2B/SaaS environments and with a background in either customer experience/support, projects, implementations or program management you will begin by learning about our product and then review existing processes, systems, tools, and onboarding and deployment documentation to look for opportunities to improve, streamline and add value to the Customer Success space.

With a growing pipeline in both Australian and US product markets, you will have the opportunity to develop the CS playbook with a view to being the end-to-end owner of this space for our global team. You will be fully supported in your own onboarding experience, and as you become more familiar with our product and customer journey you will step into the role of key point of contact for our growing customer base, including managing customer stakeholders and leading project deployments. An ability to flex across different project deployments and implementation sizes and priorities is critical to your success. As our platform continues to evolve, you will play a key role in validating and launching new features across the customer base.

This is an incredible opportunity for a curious self-starter who is both customer and product-obsessed wanting to join an early-stage startup to make their mark by helping shape the Customer Success function with full autonomy and support from the business. Highly developed EQ, a growth mindset and the ability to solve and initiate will see you have early and ongoing success in this space.

**Seniority**

**Mid Level** - A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically within 2-5 years of experience.

**Responsibilities**
- Adoption and Success Management - Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- Customer Advocacy and Feedback - Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- Relationship Building - Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

**Strengths**
- Problem solving - Identifies problems and develops logical solutions that address the problems
- Learning agility - Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
- Collaboration - Works with others by being open, clear in communication and listening to achieve goals

Hatch exists to level the playing field for people as they discover a career that's right for them. We model this in our hiring process for our partners like Calven.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $80,000.00 - $120,000.00 per year