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

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