Associate Customer Success Manager

Please do not apply for this role if you are not physically located in Europe, Africa, or the Middle East (UTC-1 to UTC-3). While this is a remote position, we can not consider candidates that are not based in these regions. You can find a detailed explanation in our Recruitment FAQs.

At Hotjar, we’re creating Product Experience Insights software for digital product teams. We help show how users behave and what they feel strongly about, so product teams can deliver real value, fast.

Reporting to the Customer Success Lead, we are looking for an Associate Customer Success Manager to help onboard our growing portfolio of customers.

The Customer Success team onboards and nurtures Hotjar customers by increasing customer activation and engagement through multiple communication channels. Associate Customer Success Managers work closely with customers at the pre-sale or onboarding stage most often, focusing on activating Hotjar’s product and getting to first value.

 You will:

• Conduct onboarding and training calls with leads and customers to help them get value from Hotjar as quickly as possible.
• Work closely with Sales and Support to deliver an efficient onboarding experience.
• Expand the Customer Success team’s impact by trialing new programs and training customers on new features, which are released at a rapid pace.
• Share customer feedback, oversee escalations, and align on product positioning to deliver outstanding customer experiences.

 Requirements:

• A minimum of one year of experience in a customer-facing role for a technical product.
• Experience leading calls and presentations with customers.
• Product savvy – able to develop both a technical and value-led understanding of our products in order to speak confidently with customers and
• communicate their needs back to our team.
• Familiarity with the basics of HTML, CSS, and Javascript.
• Desire to work in a respectful, transparent, and collaborative work environment, following Hotjar’s company values, culture, and ways of working.
• Must submit to a background check confidentially processed by our third party.