About HqO

As the leader in workplace experience technology, HqO is transforming how people connect with each other and the places they work. The HqO Workplace Experience Platform makes it easy for companies and commercial property teams to create modern workplaces through world-class amenities and services that allow people to thrive and produce the best results. Active in over 200 million square feet in 25 countries, 57% of the Fortune 100 rely on HqO to enhance their workplace experiences, improve employee satisfaction, and drive operational excellence.

We are backed by some of the world’s most prominent venture capitalists and real estate companies across the globe. Driven by our company Let’s Go values — Learning, Excellence, Truth, Speed, Goodness, Ownership — we strive to do our best work every single day. If you want to join a stable, fast-growing, highly collaborative, and supportive team that is at the forefront of workplace transformation, we’re the company for you.

Deliver a world-class customer experience by focusing on customer business outcomes, resulting in best-in-class NPS results.

We’re hiring a Customer Success Manager that considers themselves the following: You’re obsessed with delivering top-tier customer success and pride yourself on delivering industry-leading NPS scores. You relentlessly focus on exceeding customer expectations. You have a constant pulse on your customers and effectively minimize churn. You are goal-oriented and can think at a high level about the important initiatives your customer requires to achieve important business outcomes. You are an awesome collaborator and enjoy working with others.

Responsibilities

• Own the entire customer lifecycle and act as the quarterback for the Customer team

• Obsessively understand, document, track, and revise Customer Outcomes

• Be curious and ask thoughtful questions and seek to understand the unique needs of each customer

• Aptitude for technical and complex products & services with the ability to train others through enablement activities

• Create, execute, and evolve Success Plans and ensure customers are continuously working toward key milestones

• Consult on industry and product best practices and lead Business Reviews. Present to a variety of internal and external audiences at varying levels and technical proficiency

• Become an expert in HqO and educate customers on the use & benefits of our products and identify expansion opportunities and partner with sales for growth

• Develop multi-level relationships throughout complex customer organizations

• Act as a trusted advisor to executives & key stakeholders

• Advocate for customers internally by providing continuous feedback to HqO’s Sales, Marketing, Product, & Engineering teams

• Capture and assimilate customer requests and new features or feature enhancements to Product Management

• Achieve/exceed target OKRs including but not limited to NPS, customer health, net revenue retention, upsells

• Proactively identify and communicate churn risk and provide a strategy to prevent/reduce churn

Qualifications:

• 5+ years relevant experience in a Customer Success role within a fast-paced startup or SaaS environment

• Passionate about technology, innovation, and customer experience

• Excited to work in a fast-paced, rapidly changing startup environment

• Able to see the big picture and inspire customers - CRE tech is a rapidly evolving landscape and we need folks who can drive the industry forward

• Able to demonstrate empathy to develop a strong rapport with customers and partners.

• Able to document and navigate complex multi-layered organizational structures

• Obsessed with improving user experience and daily life at work through technology

• An excellent communicator. Able to recognize different customer motivations and needs, and communicate effectively across multiple stakeholders

• A strong mediator that has demonstrated the ability to understand as well as represent competing points of view, both internal and external, while deriving the best outcome for all parties involved

• Comfort navigating conversations regarding APIs and SDKs is strongly preferred, though not required

• Proven experience building relationships and engaging with senior and executive-level customers

• Strong analytical abilities, including analyzing data sets to craft a compelling story

• Proven track record of meeting or exceeding retention goals

• Proficiency with Salesforce.com

• Commercial real estate experience strongly preferred

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