Customer Success Manager, EMEA

At Hopin, we’re reimagining events. Our mission is simple: we exist to make the world feel closer. 

Founded in 2019, Hopin brings brands and communities together around highly interactive and engaging experiences. We believe that people should have access to the conversations, moments and ideas they care most about, no matter where they are. Through our highly scalable platform, participants are able to learn, engage, and connect from anywhere in the world. 

Hopin started as a virtual events solution but we have since meaningfully expanded our offering from virtual events to hybrid and in-person events, as well as video and workplace collaboration products. This growth has been fueled by a series of strategic acquisitions, including: Boomset - an all-in-one event management platform; Attendify - advancing Event Marketing products; StreamYard - unveiling a video production Studio; video hosting service Streamable and video technology company Jamm.

Listed as one of the 2021 Fast Company Best Workplaces for Innovators, Hopin has scaled to 800+ employees working remotely across 47 countries. Valued at $7.75B, Hopin raised a $450M Series D round of financing and is backed by top tier investors, including Arena Holdings, Altimeter Capital, Adam Street Partners, Untitled Investments, XN Capital, Andreessen Horowitz, DFJ Growth, General Catalyst, GIC, IVP, Northzone, Salesforce Ventures, Slack, Temasek and Tiger Global.

Duties And Responsibilities

• Monitor and identify adoption and utilization trends, provide recommendations based on risk, customer goals and business needs
• Responsible for Net Dollar Retention (NDR) and Logo Retention within your assigned Book of Business (BoB). This includes the coordination and execution of customer renewals
• Use touch-points, such as Customer Business Reviews, to learn about their business priorities and guide them on how to best leverage the Hopin platform
• Partnering with internal Hopin stakeholders to align account activities with the customer's business case and strategy
• Discover and evangelize new use cases for the customer, helping them to deepen and expand their usage of the product
• Simultaneously manage multiple customers who are at different points on the customer lifecycle
• Identify opportunities to develop new training materials designed to ensure successful customer onboarding, support business-wide adoption, and deepen Hopin proficiency
• Serve as the voice of the customer internally by engaging in internal product discussions, translating customer usage and feedback into actionable insights and feature ideas

Qualifications

• 3+ years experience in customer facing role
• 3+ years experience in Customer Success, Renewals, Account Management, or Sales role
• Proven track record of success making data-driven decisions and leading complex customer relationships 
• Exceptional organization skills - you're used to juggling multiple priorities
• Experience executing contract negotiations, and managing renewal pipelines and outcomes. 
• Expertise in driving SaaS product activation, ongoing usage, and value attainment discussions. 
• Demonstrated success partnering with cross-functional teams across GTM and Product roles 

Preferred:

• Proficiency in German and/or French 
• Previous experience in quota carrying role within a SaaS Company
• Previous experience working in the events industry  
• Previous experience with a video platform
• Experience working at an early stage, fast-growing startup
• Experience with Salesforce & Gainsight

The Offer

• Fully remote, global team
• Flexible schedules
• Laptop assigned, Mac or Dell (Windows)
• Health Insurance Support
• Parental Leave
• $1000 USD for Home-Office Set up
• $100 USD monthly remote work stipend
• $1500 USD for Learning & Development

Where and How We Hire

Being a remote company enables us to hire the best talent around the world. We can engage with you in any of our jurisdictions listed below, all you need to do is demonstrate the legal right to work and be physically present in that country. Some roles may have specific workforce location requirements which will be noted on the job description.

• Entity: Canada, Germany, UK, USA
• Employer of Record: Ireland, Spain, Portugal, Australia
• Full Time Contractor (Self Employed): Argentina, Belgium, Bulgaria, Costa Rica, Denmark, Estonia, Honduras, Hungary, Jamaica, Kenya, Lithuania, Nigeria, Poland, Romania, Sweden, Switzerland, Turkey, U.A.E., Uruguay

At Hopin, we're committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn't just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.