Enterprise Customer Success Manager

Hapn builds innovative GPS tracking software for businesses with complex physical operations such as construction, energy, asset rental, professional services, and more. The GPS Tracking category is littered with legacy software providers with outdated technology. Our groundbreaking IoT platform and technology make it simple for business owners and managers to track, protect, and optimize their physical operations from anywhere—giving them the complete visibility and control they need to run more efficient and profitable businesses. Our mission is to provide businesses with the tools to automate their physical operations and run them virtually on autopilot.

Position Overview:

As an Enterprise Customer Success Manager at Hapn, you will play a pivotal role in developing and maintaining relationships with our valued customers. Your role will involve comprehending the distinct requirements of each customer and facilitating the coordination of resolutions that align with their specific needs. You will work to foster adoption, retention, expansion, and most importantly advocacy on behalf of our customers.

You will report directly to the Senior Vice President, Operations. You will also work cross-departmentally with several teams including the sales and product teams.

Responsibilities:

• Be the point of contact and main advocate for a portfolio of businesses, you will ensure their success with our products and services, and to many customers, you’ll be considered the face of Hapn.
• Develop industry-specific content or value-added offerings to enhance customer education, facilitate resource sharing, and foster meaningful connections within the industry.
• Passionately onboard customers with tailored training based on the customer need and ensure successful adoption.
• Manage regular check-ins, reviews of the account health of your customers and act accordingly to any specific requirements of the customer.
• Manage the renewal process for your designated portfolio of accounts, prioritizing customer needs and serving as a valuable advisor by consistently delivering meaningful value.
• Develop a deep understanding of the product in order to recommend the software's features and functionality to best meet customers' specific business needs.
• Possess a solid understanding of customer risk mitigation, satisfaction, churn, and retention.
• Build strong relationships with our existing customers, including decision-makers and end users, to continue fostering those relationships.
• Understand customer challenges and facilitate technical resources to customers where needed.
• Efficiently organize, prioritize, and communicate relevant customer feedback, encompassing opportunities for feature and platform enhancements, areas of interest within specific verticals/industries, and other pertinent opportunities, across different departments

Requirements

• 3+ years of enterprise customer success, account management or day-to-day operations in a post-sale environment, preferably in SaaS, telematics, or an IoT-related industry.
• Passionate and knowledgeable about customer success and sales processes.
• Comfortable balancing sales and account management, with a focus on account retention and customer satisfaction.
• Proficient in sales software such as CRM, sales automation, project management software, and presentation tools.
• Strong interpersonal skills, detail-oriented, excellent listening, presentation, and communication skills.
• A self-starter and quick learner, with a passion for continuous learning and improvement.
• Track record of successfully growing existing business.
• Willingness to travel as required to meet clients, attend industry events, and support customer success efforts.

Benefits

• Fully remote position
• The base salary range is $90k-125k plus incentive compensation (dependent upon location and experience)
• Equity Plan
• Generous Vacation & PTO
• Health, Dental, and Vision Insurance & Flexible Spending Account
  • 100% company-paid insurance option for individuals
• Self-directed 401k with company match
• Paid Family Leave
• Fitness Allowance
  • The company reimburses up to $50/month of the cost of a gym membership, a fitness class, a personal trainer or sports league.