Customer Success Manager - Latin America Contractor

Customer Success Manager - Latin America Contractor

About Hearth

Hearth is on a mission to empower America's small business professionals to build growing, profitable companies. In a $600B/year fragmented market where 50-80% of home services companies fail within five years, we’re building the essential operational financial infrastructure to power the next generation of small businesses.

Current Metrics:

• $26M Annual Recurring Revenue (ARR)
• 30%+ Year-over-Year Growth
• 12,000+ Contractors Served
• $4B+ Annual Transaction Volume

We are seeking a highly motivated and results-driven CSM to join our team. As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers during their initial onboarding journey as well as the renewal of those accounts.

Your primary focus will be on engaging with customers within their first 60 days, guiding them through the onboarding process, addressing challenges, and assisting them in achieving their goals using our platform.

The ideal candidate will have a background in sales, and will have the mindset to coach and create a business partnership with the accounts in their book of business. The CSM will work closely with customers to foster strong relationships, drive adoption, and contribute to overall customer retention, and be a consultant to our customers.

• Reach out proactively to customers within their first day as a customer to understand their needs, challenges, and objectives.
• Drive customer activation by guiding them through each benchmark of the onboarding journey, including the 30 day checklist.
• Provide personalized support and guidance to customers on-the-fly, adapting to their unique circumstances and requirements.
• Troubleshoot issues and challenges faced by customers, collaborating with relevant teams to ensure timely resolution.
• Motivate and encourage customers to stay committed to the onboarding process, fostering a sense of achievement and progress (complete the checklist and engage with the platform).
• Share best practices and strategies with customers to help them achieve success with our platform.
• Identify opportunities for customers to enhance their utilization of the platform, streamline internal processes, and secure more job wins.
• Proactively prevent early customer churn by addressing concerns, resolving issues, and nurturing customer relationships.
• Collaborate closely with sales, customer support, and product teams to gather insights and contribute to the continuous improvement of the onboarding process.
• Maintain accurate and up-to-date records of ICP customer interactions and progress.
• Retain customers within your book of business for their next renewal date.

1. Outreach and Engagement

• Achieve a daily target of 30+ outbound dials to connect with customers.
• Establish meaningful connections with customers through calls, emails, and other communication channels.
• Utilize Salesforce Sales Engagement to track and manage customer interactions, ensuring consistent engagement and progress tracking.
• Touch at least 65 accounts per week → 15 per day.

2. Customer Onboarding

• Collaborate with customers to ensure they are on track to achieve their next onboarding benchmark within the first 60 days.
• Conduct OTF and scheduled onboarding calls and training sessions to guide customers through the platform’s features, benefits, and best practices.
• Prepare customers for scheduled training sessions, providing them with the necessary information and context to maximize the training’s value, while documenting the customer discovery for CES members.

3. Product Expertise

• Identify and recommend the appropriate platform products and features that align with each customer’s needs and objectives.
• Disqualify customers from products that are not a suitable fit, ensuring a tailored and effective onboarding experience.

4. Progress Monitoring

• Monitor customer progress through their onboarding journey using established benchmarks and metrics.
• Provide continuous support and motivation to customers, ensuring they stay engaged and committed to the onboarding process.

5. Activation Metric Achievement

• Focus on guiding customers towards achieving the…