SaaS Customer Experience and Engagement Manager

Freelance Remote Closes: 2023-10-31

Job description
Do you have a passion for improving user engagement and ensuring value is delivered through a great product experience? Would you like to be part of a fast-growing startup offering cutting-edge technology and solutions that really makes a difference for the people using it? Then, there is an opportunity to be part of a small team where you will have a direct impact on the progress. Hubble-s is looking for a SaaS Customer Experience and Engagement Manager that can help increase our engagement levels with existing and new users across our Enterprise client base in Europe and the U.S..

Our Vision

At hubble_s, we are driven by impact. We want to help teams meet their business goals by better managing collective behaviors. It’s people that make things happen and if those people aren’t aligned – from a business and behavioral standpoint – ideas and projects fall flat. Through our suite of digital tools, we get to the heart of what behaviors are blocking or helping progress and we get comfortable with tackling uncomfortable topics. We put employees in the driver’s seat so that, at all levels, people feel empowered and celebrated. The impact we seek is not only for better results, but an opportunity to help unlock a positive change in people’s lives.

Our Team

We attract people who want to have an impact on people’s lives. They have a sense of purpose and clarity of what drives them outside of work and bring this energy into the company. They operate without ego, as part of a collective, to bring about change in the lives of others and in their own lives.

Our Company

We created hubble_s to build a disruptive and scalable B2B SaaS platform. When surveyed, we found that most c-level executives say companies are, in essence, “Factories of Behaviors.” These managers agree that they do not have the tools they need to manage behaviors at scale. We fill this gap. With a successful track record of leveraging behavioral science, data, and our proprietary IP with large enterprise clients, we are now taking our platform to a wider audience to help managers at all levels align collective behaviors and make better decisions. We recognise that key to achieving our mission is to secure an ambitious person who can help us deliver a great product experience and develop a stack of tools that will enable us to actively engage with our user base.

The role:

Develop our customer experience function for Hubble-s and its customers
Influence product roadmap to improve engagement metrics and value delivered
Collaborate with the data and product teams to identify user behavior and insights to inform new engagement programmes or campaigns
Improve overall product experience; including customer onboarding, training and support
Gather customer feedback and learnings and share with the wider team to influence direction
Analyze customer data and help users understand how to better derive value from the technology and services
Keep customers updated on new developments and features as well as service offerings
Account management and renewal of contracts
Carrying out periodic health checks with accounts and key users
Work closely with wider stakeholders including the product, design and consulting teams to prioritize the customer journey and experience

What we are looking for:

At least two years experience in a similar role, where you have led and implemented a customer experience strategy
Demonstrable experience of building user engagement campaigns
Excellent verbal and written communication skills
Quick learner and problem solver, eager to learn and develop themselves
A can-do attitude and great interpersonal skills
Worked in a SaaS business, ideally with enterprise sized clients
Fluent in English, oral, and writing. Other major European languages are an advantage.
Excited to try new things, and willing to scrap old plans and create new ones as the need arises

Tagged as: Flexible hours, Remote