Customer (Member) Success Manager

Job Description

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Job Title: Customer (Member) Success Manager 

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Location: Fully Remote with in-person team meetings a few times a year

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Job Type: Full-time employee; strict no-Moonlighting policy

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Compensation: The starting salary is $60K annually, with the option of an additional performance-based annual bonus. Health and dental insurance benefits are offered.

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Reports To: Senior Member Success Manager

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Location: US Based Remote (East Coast/Tri State)

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Company:  

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About the Company

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Hello Insight’s reports show youth-serving organizations of all sizes, budgets, and missions how to have a more significant positive impact on the young people they serve. Our administrative interfaces make it easy to deploy surveys and track responses, so our users can focus on results.

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Position Overview

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Our Member Success team provides consulting and resources to support successful survey implementation, data interpretation, program enhancement, and stakeholder engagement among our growing membership base. This includes working closely with youth-serving staff at various organizational levels to provide information, training, data-collection support, and reflection support that helps them derive significant value throughout their member learning journey. Done well, this creates an experience strong enough that members renew (and expand their use) year after year, and that sponsored members build enough value from HI to convert to being a paid member on their own. 

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Key Responsibilities

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• Customer-Centric Relationship Management: Develop a trusted advisor relationship with customers through proactive, timely, and engaging communication that shepherds them through the journey, using their Hello Insight resources.
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• Subscription Use Strategy: Collaborate with customers to define appropriate goals and implementation strategies for survey data collection in order to maximize product engagement and adoption.
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• Subscription Lifecycle Management: Lead highly engaging launch consultations, trainings, respond to ongoing questions in collaboration with our MS Support Team, review reports and provide reflections/data insights, identify opportunities for potential upsells as well as gather feedback to enhance product use. 
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• Tracking/Documenting/Reporting: Monitor account pipelines — customer activity including milestones and metrics, outreach/engagement, and timely technical assistance — in collaboration with the Member Success Support team. Contribute to bi- weekly/monthly/quarterly reports on customer engagement and outcomes.
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• Cross-Team and Functional Team Collaboration: Collaborate with MS Director, Senior Managers, Managers, and Support Team to ensure a seamless customer experience and product use; contribute observations, feedback, and recommendations to the Product Team to facilitate ongoing product development/enhancements ; share insights across all teams to improve overall customer experience.
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• Membership Expansion : Identify member renewal, upsell, and expansion opportunities in collaboration with the Outreach (Sales) Team.
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Qualifications

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• Bachelor’s Degree and at least 4 years of relevant experience
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• Proven experience in relationship management with exceptional customer engagement skills, customer-centric approach, and ability to lead customers in a consultative manner
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• Deep understanding of youth-serving organizations, including best practices related to youth surveying, measuring outcomes, and strengthening evaluation and learning capacities
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• Strong aptitude for technical software products, information management, and data monitoring; Proficiency in Slack, HubSpot, Notion, and Google Workspace are a major plus
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• Highly-skilled facilitator who can prepare and deliver impactful presentations and training for targeted audiences
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• Exceptional communication and interpersonal skills to collaborate effectively with cross-functional teams internally and externally
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• Strong cross-cultural understanding and experience working collaboratively with diverse groups of people
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