Facilitate a smooth onboarding process for new customers.
Develop and deliver onboarding materials, training sessions, and support resources.
Proactively engage with customers to understand their needs and ensure continuous value from the Hatch platform.
Conduct regular check-ins and business reviews with customers to assess satisfaction and identify improvement opportunities.
Collect and analyze customer feedback to inform product improvements.
Collaborate with the product team to prioritize and implement customer-driven enhancements.
Define and document onboarding and engagement processes.
Create best practices and scalable solutions for customer success initiatives.
Monitor and interpret user and application engagement metrics.
Provide insights and reports to internal teams to drive product and service improvements.
Develop and conduct training programs for customers to maximize platform adoption and utilization.
Provide ongoing support and troubleshooting to ensure customer success.

Proven track record of collaborating with customers to solicit and act upon feedback.
Demonstrated ability to foster relationships and work closely with both technical and non-technical stakeholders.
Well-organized and self-directing with the ability to create and communicate processes across both external and internal teams.
Passion for problem-solving and a knack for spotting opportunities for optimization.
Strong analytical skills with an ability to monitor and interpret user and application engagement metrics.
Clear, empathetic, and effective communication skills.
Driven by a genuine desire to help customers succeed and achieve their goals.
Comfortable navigating and explaining technical platforms to a varied audience.
Commitment to continuous learning and staying updated with industry best practices.

Platform Success Manager

Key skills