With HoorayHR we are moving fast and we are looking for expansion within our Customer Success team. Are you the one who ensures that potential customers, who have found us, will be helped on their way? And continue to use HoorayHR for a very long time? Do you like to continuously improve the working method we have set up for onboarding and retention? Experimenting with these improvements? And ensure that we keep all our promises to the customer?
Then quickly check the vacancy!
Customer Success Manager, for activating and retaining customers.
HR tech scale up with international ambition.
32 / 40 hours.
Location: the heart of Utrecht.
Hybrid working culture (remote to focus and in the office for social and creative working).
Plenty of development opportunities.
25 days off.
5 paid training days.
Training budget : )
Awesome SaaS product in the HR tech.
Startup culture and an awesome team!
About HoorayHR - Smart HR tool for SME's
Talent is invaluable. It is a shame if employers and employees waste time and energy on arranging unnecessarily complex HR processes. With the smart HR tool HoorayHR, you can manage all your HR processes in an easy, fun, and safe way. This way you build a great-place-to-work and increase employee satisfaction!
Why we are looking for a Customer Success manager
HoorayHR is becoming a household name as a provider of HR SaaS solutions. We are now a team of 10 colleagues. Recently we raised our first financing round and we are growing fast with the number of users. In particular through online marketing and our partner network. We are becoming increasingly well-known in the market and demand is increasing enormously, also internationally. Of course, we want everyone in our market segment from 5 to 100 employees to know, consider and purchase HoorayHR! And more importantly, we want our customers to be super satisfied with our solution. For this, we are looking for a new Customer Success Manager. Someone with a passion for satisfied customers, service-oriented, and willing to make the team even better.
The emphasis in this position is on activating new customers and assisting with onboarding customers. The next challenge is to make sure every customer uses HoorayHR actively and are helped quickly with all their questions. With the intervention of you as an employee or automatically because you provided all the information in the application, in the knowledge base, or other available content. You help improve processes and create supporting content. Everything is aimed as much as possible so that the customer can use HoorayHR optimally without our intervention.
This is what a typical day looks like:
Check your customer communications platform in the morning with a cup of coffee in your hand; how many messages are waiting for you, can you support onboarding customers? Are there any customer activation campaigns that need to be arranged today?
You will start answering questions via chat and email in Intercom. You check the funnel and you probably also have a (video) call planned to help a new customer with onboarding.
You call the appointments you had last week to hear about the experience of the demos you gave and whether there are any questions about the information you sent and you update everything in our CRM.
You call the customers you helped with onboarding last week so that they get off to an efficient start with HoorayHR.
You document the specific wishes that you will return to the product development team, substantiate the wishes and look carefully at the added value for possible new customers, for existing customers, and us as a team.
You make a selection on the database for the campaign that we have devised with the team to draw attention to a specific feature and you pick up the actions that you have in the sprint.
In between, you have a joint lunch where you have given your order of the day.
In the team meeting, after lunch, you indicate to your colleagues where you are working on, what help you need and you inspire your colleagues about important customer feedback. Because yes, as a customer success manager you are the ears and eyes of the user!
You think along with our developers and UX/UI experts to optimize our product and ensure even better use of HoorayHR.
Because your colleagues are busy for a while, you pick up a support question and 10 minutes later continue with a piece of content for the website and the expansion of the knowledge base. You enjoy making the content as accessible as possible to the users.
You spend time on your calendar to see if everything went well and to prepare for the next day. Because the structure is of course key to ensuring happy customers.
Do you have the following skills (or a large part of them)?
You think it's great to experience our startup adventure.
You have HBO or WO level education.
3 to 5 years of relevant experience as a customer success manager, support employee, or account manager.
Words like MRR, churn, retention, response time, customer engagement, NPS are familiar terms to you.
You are not focused on one task, but you find diversity attractive.
You like to help build an organization.
It is an advantage if you already have experience with B2B SaaS products.
Self-starter mentality; we are looking for someone who gives self-direction to his day.
Team player; we love to work together as a team and help each other.
Experience with working with customer communications software and CRM tooling is an advantage.
Strong communication skills. Both in speaking and writing.
You easily know your way around digital tools, from Slack to customer engagement tools such as Intercom/Trengo/Hubspot.
You have a good command of Dutch and communicating in English is no problem for you.
You like to have fun and a good place to work!
What do we offer you?
A good salary.
A challenging job, at an international growing company where no day is the same.
A great opportunity to work at an ambitious startup.
Lots of freedom and responsibility.
A MacBook Pro.
Plenty of room for development and training.
A young team with enthusiastic colleagues.
A workplace in a fantastic location in the heart of Utrecht.
A daily catered lunch + weekly drinks*.
Or work from home if you still feel like it.
* As soon as it's possible again after Corona ;)
Are you convinced that you are the right person for the job? Then apply now!