Customer Success Manager - Hazel Analytics｜Meet.jobs

About the Company

Hazel Analytics pairs the largest food safety inspection database with powerful analytics tools and solutions for Fortune 500s and leading organizations in the restaurant, government, and financial services industries. Our Food Safety Insights (FSI) platform and other analytics products transform local health department data into actionable intelligence.

Nearly half of the 100 largest food retail chains use Hazel Analytics technology; our customers include notable national and global brands such as Amazon, Starbucks, Instacart, Target, and Uber Eats. We're also the exclusive worldwide provider of health department data technology to Ecolab, a global leader in food safety products and services. Our recent awards include the 2019 Food Marketing Institute Food Safety Innovation Award and the 2019 Sani Professional Food Safety Program Innovation Award. Moreover, we're honored to have been recognized by Built in Seattle — two years in a row — as one of Seattle's best small businesses to work for.

About the Role

As a Customer Success Manager (CSM) at Hazel, you will serve as a trusted advisor to a portfolio of clients, helping them understand and maximize the value they receive from our products and services. You will play a pivotal role throughout the customer life cycle from onboarding, adoption, to expansion. You will help grow customer adoption and evangelize our product, while helping onboard new customers and looking for expansion or upselling opportunities within our existing client base. You will also be a key internal contributor, representing the voice of our customers when collaborating with Product, Data Science, and Engineering on various projects and initiatives.

Compensation is $75-90k (DOE) plus possibility for annual bonus (based on personal and company performance), plus equity and a generous benefits package that includes fully paid medical/dental, 12-weeks paid parental leave, and family planning cash assistance. Although we're currently working remotely due to the COVID-19 pandemic, we do anticipate a return to in-office work once it is safe to do so in 2021; therefore, we do not have fully-remote opportunities at this time. Relocation assistance within the United States is negotiable. Unfortunately, we’re not able to provide H1B sponsorship.

To apply please use our Lever application.

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Qualifications

• 2+ years of customer success or account management experience, preferably in B2B SaaS
• Strong verbal and written communication skills (we are big on writing and documentation)
• Highly skilled in data analysis using Excel. Basic SQL querying a plus
• Sales acumen and experience owning NRR and other revenue goals
• Self-motivated to grow your domain expertise and professional development
• Enthusiasm for occasionally wearing multiple hats and creative collaboration in a small-team setting
• Experience in the food industry or public health is a plus

Responsibilities
Grow and build the customer relationship:

• Develop a deep understanding of customer needs, workflows, and business goals
• Act as the go-to product expert for your portfolio of clients by fielding questions, training customers on new features and products, or onboarding new users
• Triage and negotiate ad hoc customer requests, and help architect one-off solutions that leverage Hazel’s platform or technical team when deemed necessary
• Be the face of Hazel, representing our mission, values, and culture externally
• Own Net Revenue Retention (NRR) and Renewal goals

Advocate for our customers and the food safety community at large:

• Proactively communicate customer needs, stories, and insights across the team
• Collaborate with Product, Engineering, and other team members to help with new product or feature development
• Analyze customer usage data to identify insights and opportunities to improve adoption
• Represent Hazel and customer use cases at food service/retail and food safety industry events and conferences

Grow the Customer Success function at Hazel:

• Help establish processes and procedures that scale with Hazel’s growth
• Manage and mentor junior team members
• Create strategies and playbooks for increasing account retention and growth
• Establish domain and subject matter expertise by reading up on academic and regulatory literature, and attending company-sponsored trainings and webinars.