Manager of Customer Success
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Employment type:
Full time
Experience required:
Intermediate
Salary
Salary not provided
About the company:
Electric Hydrogen’s mission is to make molecules to decarbonize our world! Our outstanding people are our most important asset and will allow us to deliver hydrogen from renewable electrolysis for heavy industry, at prices below fossil fuels.
We are searching for a leader for our Customer Success team. This is highly cross-functional role, working with multiple groups across the company to build out our program and support our mission of making molecules to decarbonize our world. You will guide our customer success team in setting strategy to ensure our customers have a frictionless experience while using our world-class solutions. You will be responsible for driving customer outcomes through involvement in and ownership of customer interaction, achieving goals, appropriate reporting, internal and external stakeholder reviews, continuous improvement of results and ensuring support and alignment across the organization. You have proven experience in Customer Success with a proven track record of developing programs and scaling a team.
You will be working onsite, based at our facility in Natick, MA or San Carlos, CA, and will report to the Vice President of Business Operations.
Responsibilities
• Ensure successful customer relationships that result in follow-on sales
• Overall responsibility for defining the company’s Customer Success vision and implementation through effective strategies, internal collaboration and action plans
• Lead for building training manuals and training customers
• Monitor customer usage and adoption of products and services and proactively address any issues or roadblocks to ensure customer success
• Engage in client meetings to materially impact the customer experience and growth
• Track and report on key project milestones
• Use listening, questioning and discovery skills to uncover hidden value for customers
• Act as a conduit for customer and partner feedback and suggestions
• Conduct meetings to address open questions or issues and derive expanded benefits
• Develop a scalable and successful Customer Success organization
• Manage customer contracts for compliance and service excellence
• Identify, select and implement a contract management system
• Ensure the customer and EH2 adhere to contra-cultural commitments
• Report internally on customer success and design programs for continuous improvement
• Create meaningful, customer-centric and achievable Key Performance Indicators (KPIs) that are aligned with business priorities and ensure these are well communicated and visible
• Compile, review, analyze and interpret data and communicate with stakeholders using clear, concise reporting mechanisms
• Collaborate with operational leaders to foster a culture of continuous improvement and learning
• Ensure internal alignment across handoffs
• Drive continuous improvement in CSM processes, tools and technology and work closely with the product and engineering teams to incorporate customer feedback into product development
Qualifications
• Bachelor’s degree with 10+ years of experience, with at least 5 years in customer success
• 5+ years of experience growing teams and designing organizations to maximize long-term impact
• Proven track record of influencing across an organization to stand up new programs and initiatives
• Strategically minded and commercially astute with a proven capacity to translate information and ideas into actionable plans
• Familiarity with customer success tools and software, such as SalesForce CRM, customer analytics and feedback management platforms
• Ability to anticipate future trends across the industry to influence, create and drive strategic impact, engagement and communication
• Internal partnership skills and interest in collaborating across multiple teams to align goals and develop execution plans
• Ability to develop talent and increase capabilities
• Willingness to travel (20%) to visit customers and support sales
Actual base salary offered to the hired applicant will be determined based on their work location, level, qualifications, job-related skills, as well as relevant education or training and experience.
Base salary is just one part of Electric Hydrogen’s total rewards package. We feel strongly that our team should not have to worry about having quality healthcare. In addition to the base salary offered, the hired applicant may receive:
- an equity grant
- time off programs
- a $75/month cell phone allowance
- a 4% employer 401(k) match
- 100% fully paid premiums for employees and their families: medical, dental, vision, life insurance, short-term & long-term disability coverage
- a discretionary bonus
Electric Hydrogen’s benefits programs are subject to eligibility requirements.
COVID-19 vaccination required for all employees and contingent workers, unless a reasonable accommodation is approved. All prospective hires will be expected to provide proof of vaccination to attend an onsite interview or at their first day of employment.
About Electric Hydrogen
Electric Hydrogen is a team of the world's experts in scaling technologies for the post-carbon world, with a proven record in transforming the grid and transportation sectors. Backed by some of the world's top venture capital firms, we design and manufacture electrolytic hydrogen systems matched to renewable power sources to create green hydrogen by splitting water. We are building a cost-effective and transformative path between renewable energy and multiple large industrial sectors. Abundant and low-cost renewable energy sources will power the world, and Electric Hydrogen technology will use this energy to decarbonize industry through sustainable materials. We were founded in 2020 and are based in California and Massachusetts.
Electric Hydrogen is proud to be an equal opportunity employer. We are dedicated to building a diverse, inclusive, and authentic workplace for all to belong. We are aware that people from historically underrepresented groups are less likely to apply if they don't meet 100% of the job requirements. We are actively working on efforts to change this social norm. If you are excited about this role, we encourage you to apply!
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