Social Justice-Forward Fractional CMO & Head of Customer Success
Responsibilities
- Develop and implement customer success strategies to drive retention and satisfaction
- (Eventually) Build and manage a high-performing customer success team focused on client outcomes
- Establish metrics and KPIs to measure customer health and success
- Foster strong relationships with key clients to understand their needs and challenges
- Set up and maintain Hive-ly’s CRM system (currently relying on company email, Slack, and Zoho CRM, but looking to centralize)
- Collaborate with sales and product teams to ensure alignment and address customer feedback
- Conduct regular training and onboarding sessions for clients to maximize product usage
- Cross-functional Communication: Communicate marketing/impact analytics and customer relationship updates (including customer feedback to stakeholders to support product management, revenue, operations, and technology/engineering teams)
Requirements
- Demonstrable experience managing customer relationships and connecting with SaaS end-users on technology solutions in fast-paced, start-up SaaS environments, especially in B2B2C, fully remote environments
- Experience working remotely + familiarity with collaborative work software for communication, file-sharing, product development, and customer relationship cycles is a HUGE plus
- e.g., Slack, Google Docs suite, Agile-based products (e.g., Jira & Confluence), HubSpot, Zoho CRM, etc.
- Excellent communication skills, both written and verbal
- A self-motivated, flexible, tech-empowered working style: Ability to work independently and remotely, while collaborating daily (often asynchronously) with others
- An openness to/comfort level with balancing efficiency benefits from strategic AI usage with Hive-ly’s core values of genuine human-to-human connections and valuing our “worker” end-users along with our “workplace justice advocate” customer base
- Demonstrable experience developing and maintaining customer relationships and/or building social media followings for any of the following: NPOs, government agencies, federal contractors, unions, learning/education organizations, community service providers, legal professionals, and/or social justice mission-driven enterprises (for-profit or non-profit)
- Desire to join/a high degree of comfort working within a leadership team with a strong product vision, a community-first approach to customer relationships, and business goals & KPIs that go beyond profit margins Benefits
- Founding member-level equity in Hive-ly (8-10%), commensurate with your position as a pre-seed CMO/Head of Customer Success in a SaaS organization
- Once funding partnerships are secured based on the launched MVP, you will be entitled to a full-time CMO/Head of Customer Success position, with market-competitive salary and benefits commensurate with that position and Hive-ly’s growth stage
- Hive-ly is a remote-first, all-remote company, with flexible working hours and accommodating working environment
- Hive-ly has an extremely strong commitment to the values of Diversity, Equity, and Inclusion
- As an employee-first organization, Hive-ly will identify and implement all possible opportunities to better the working conditions and experiences of its employees