Customer Success Manager, Hotjar

$70-91k

Junior and Mid level

Remote from Canada, US

More information about location

Product experience insights software

Job no longer available

Product experience insights software

201-500 employees

B2BInternal toolsMarketingAnalyticsSaaS

Job no longer available

$70-91k

Junior and Mid level

Remote from Canada, US

More information about location

201-500 employees

B2BInternal toolsMarketingAnalyticsSaaS

Company mission

To help show how users behave and what they feel strongly about, so product teams can deliver real value, fast.

Job

Company

Role

Who you are

A minimum of one year prior experience in Customer Success Management working with a SaaS product and/or mid market customers
Experience improving customer activation, engagement, and renewal outcomes in both mid- and low-touch formats
Product savvy - able to develop both a technical and value-led understanding of our products in order to speak confidently with customers and communicate their needs back to our team
Familiarity with the basics of HTML, CSS, Javascript
Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values, culture and ways of working
Must submit to a background check confidentially processed by our third-party

What the job involves

Reporting to the Customer Success Lead, the Customer Success team onboards and nurtures Hotjar customers by increasing customer activation and engagement through multiple communication channels, primarily video calls
Conduct onboarding, training, and business review calls with customers through multiple stages of the customer journey
Establish a long-term trusted advisor relationship with assigned customers, and drive the continued value of our tools and products for 150250+ mid market accounts at multiple lifecycle stages
Identify and drive initiatives to improve long-term retention and revenue growth of your portfolio
Expand the Customer Success team’s impact by trialing new programs for emerging segments and developing new playbooks
Interface closely with the sales, product, and marketing teams to share customer feedback, resolve escalations, and align on messaging to deliver outstanding customer experiences

Our take

Hotjar enables site owners to see how visitors are really using their websites and collect useful user feedback. Used on more than 900,000 websites worldwide, its clients can access unique data, such as where people are clicking or how they are scrolling. Its software even enables its clients to replay the actual experience or see where they are dropping off in the journey; asking questions to figure out why these users or visitors are behaving the way they do.

The number of online companies is exploding, and most are extremely focused on how users interact with their websites and trying to increase the rate at which website users convert to paying customers. Hotjar taps into this need and helps companies improve their user experience.

Hotjar was profitable very early on, which meant it hasn't needed to take VC funding. The company has grown very consistently and continues to be one of the go-to products for gathering user insights.