Customer Success Lead

6 days ago

Sydney, Australia Hatch Full time

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

Hatch is supporting Hatch to find a great Customer Success Lead to join their sales 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 Hatch.

**About the role at Hatch**

Over the past 6 months, Hatch has seen rapid growth as we’ve extended the marketplace to connect talent with full-time early-career roles, in addition to internships. In line with this growth, we’re looking to bring on a new team member to design and execute a strategy to scale our customer success processes, grow relationships with our existing customers, and onboard and drive adoption with new customers. You will own:

- The CS Strategy - Evolve our existing customer success playbook, making this your own... with a focus on scaling to meet the demands of managing 300 employer partners across the marketplace.
- Day-to-Day Customer Relationships - We are working with a group of amazing companies that are early adopters of Hatch. You’ll onboard new employer partners, scale their day-to-day use of Hatch and become a strategic partner for the fastest-growing companies in Australia. Customers include Westpac, Uber, Qantas, Eucalyptus, and Canva.
- Product Feedback - Capture and package up key customer feedback into requirements for the product team to prioritise and execute. Play a key role in shaping the product s direction, and be an influencer.

**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.

**Core Responsibilities**
- Customer Advocacy and Feedback - Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 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
- Implementation and Onboarding - Manage the timely setup and implementation of product/service to help customers meet their goals and drive product adoption

**Strengths**
- Creativity - Generates multiple innovative/new/novel ideas to solve a problem
- Critical thinking - Identifies and synthesizes patterns and trends amongst various sources of information to reach a meaningful conclusion, perspective or insight
- Attention to detail - Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables

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 Hatch.

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**: $60,000.00 - $120,000.00 per year

Schedule:

- Day shift

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