Onboarding Team Manager (Series B SaaS, Remote)

The Need & Opportunity

Our vision for Hearth is to be a transformational solution for the average small business contractor, helping them become the type of business owner they want to become through world-class technology, data, and education. As we release new products and grow the team, we've identified the Onboarding / Customer Success Manager team as one of the most high leverage functions in the business.

We are looking for a seasoned Onboarding leader to own and run our team, while installing best practices and helping us enter our next stage of growth. We are looking for an experienced manager in the SMB SaaS space, ideally from the construction/home services industry, to lead and develop our onboarding team.

The Expectations:

Own the Onboarding team and process at Hearth, with the focus of driving activation and results for customers within their first 60 days.

• Lead, develop, and manage a team of 6+ Customer Success Managers.
• Help us double the team and install best practices as we scale
• Work closely with the VP of Customer Success and the executive leadership team to drive key metrics for the business, including multi-product activation.
• Provide tailored coaching and development to your reps day in and day out. You will be successful at identifying unique ways to motivate and inspire the diverse team you lead.
• Be data driven with the ability to understand and use KPIs to identify gaps on the team & direct coaching.
• Develop and facilitate training, both on a team and department level that are impactful and drive results.
• Partner with different departmental leadership on cross functional company objectives and projects.
• Constantly evaluate the process of your team and the department as a whole in order to identify areas of opportunity and increase efficiency.
• Be a hands-on, scrappy mentor who enthusiastically looks forward to coaching and developing the team.

About You:

We are looking for an experienced manager in the SMB SaaS space, ideally from the construction/home services space, to lead and develop our onboarding team.

• You are an experienced manager and team leader (2-5 years of experience)
• You have experience in the SMB SaaS space, ideally in construction/home services. You have "done this before" and come bearing best practices
• Previous you had 2-3 years of success in a quota-carrying customer success position.
• You have excellent verbal and written communication skills
• You are output focused and high-performance
• You have a passion for people and their development
• You possess strong emotional intelligence and ability to inspire and develop direct reports
• You have ound business judgement and the ability to handle multiple wide-ranging matters, conflicting priorities while exploring new areas of expertise as business needs change.
• You have effective time management with ability to balance competing priorities
• Your analytical and problem-solving skills are excellent and data-driven
• Ability to be dependable and flexible with your schedule. Work hours will be based on business demands and you have a team that relies on you.

Benefits

• Competitive pay.
• Stock options.
• Mission-driven, values-based culture.
• Considerable leadership opportunities as we continue to grow and scale.
• Generous PTO, plus paid company holidays.
• Medical, dental, and vision options.
• 401(k) package.
• Remote work lifestyle
• Upbeat, casual and fun office environment and culture.
• Company-sponsored events & happy hours.
• Pup-friendly office.
• Fully stocked kitchens within Austin and SF offices

Location

Remote