Head of Customer Support & Client Operations - B2B SaaS startup

About us:

Hubflo is the next-generation client OS for service businesses (agencies, professional services firms, etc.).

Our mission is to help service SMBs supercharge their business and elevate their client experience.

Hubflo brings together all the essential tools service businesses need to manage their clients into one flexible and modern client portal.

We are a team of 15, growing fast, and backed by top-tier investors.

While our core product team is based in France,**** we are now setting up an office in NYC (Manhattan) and hiring for multiple roles there.** This is a rare opportunity to join a dynamic team at a pivotal growth moment.

The role:

We’re seeking a Customer Success & Onboarding Manager to support our US expansion efforts from a customer success and onboarding perspective.

This unique opportunity involves working closely with our CEO on strategic and diverse topics, including sales, onboarding, and contributing to the customer/product roadmap. You will also be trained by our current Head of Implementation to ensure a smooth transition into the role.

Your primary mission will be to turn our new clients into happy, long-term partnerships. As the main point of contact for our US clients, you will guide them from the start of their trial to full activation and regular use of our platform.

Responsibilities:

Conducting daily calls to assist new customers with onboarding, answering questions, and guiding them through the process.

Acting as a project manager on complex implementation projects.

Understanding each business's unique challenges and recommending tailored starting points and workflows.

Regularly checking in with clients during their first weeks to ensure they adopt and fully utilize Hubflo.

Assisting clients in solving complex SaaS implementation issues, including integrations and automations.

Gathering and analyzing customer feedback to improve our product.

Who You Are / Desired Skills:

Experience: A proven track record in customer relations, preferably in a SaaS environment, and a knack for empathetically understanding and solving users' challenges.

Tech Savvy: Familiarity with SaaS solutions, Zapier, workflows, and integrations to recommend effective solutions to clients.

Business Acumen: Experience working with small business owners is a plus.

Fast Learner: The ability to quickly absorb complex information and gain a deep understanding of Hubflo and the varied industries it serves.

Adaptable: The capability to understand and adapt to different business models, helping users integrate Hubflo seamlessly into their operations.

Creative Problem Solver: The ability to propose innovative solutions and workarounds to address unique client challenges.

Exceptional Communicator: Excellent communication skills to make complex concepts accessible and engaging for all levels of tech-savviness.

Terms:

Availability: Immediate start.

Contract Type: Full-time

Work Location: NYC (Manhattan). This role can be hybrid, with 2 to 3 days of remote work per week.

Perks:

Competitive salary with growth potential.

Equity

Clear career progression as the company grows.

Annual trips to Europe for team retreats.

And many more (see below)