ChartHop

Own customer relationships, drive platform adoption and renewals, advise executive stakeholders, and coordinate internal teams to manage risks and deliver customer outcomes. | Requires at least five years in Customer Success or SaaS consulting, enterprise relationship management, executive presence, and consulting on workflows across People, Finance, and Recruiting. | Job Mission We're looking for a Senior Customer Success Manager to join our Customer Experience team. In this role, you'll be the strategic partner our customers rely on to drive real business outcomes — not just platform adoption. You'll own the full customer relationship, from implementation handoff through renewal and expansion, and serve as a trusted advisor to HR, Finance, and People leaders at organizations of all sizes. We will measure your success through: Gross Revenue Retention (GRR) Net Revenue Retention (NRR) Overall customer health and successful outcomes Renewal outcomes and forecasting accuracy Following risk mitigation frameworks and playbooks What You'll Own Relationship & Retention Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus Initiate renewal discussions and fully own renewal narrative, strategy and execution Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information Value & Adoption Define and track customer success metrics tied to each customer's business goals — not just platform usage Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal) Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation Strategic Oversight Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication Requirements 5+ years in Customer Success, SaaS consulting, or a related field Proven track record of owning enterprise customer relationships, including renewals and commercial negotiations Strong executive presence — comfortable managing relationships with C-suite and VP-level stakeholders Experience with SaaS implementations, project management, and cross-functional collaboration Ability to understand and consult on complex workflows across People, Finance, and Recruiting functions Proficiency translating customer needs into product feedback and strategic recommendations Experience at a high-growth startup (nice to have) Application closes: October 26,2026

Manage HubSpot CRM, lead lifecycle architecture, data governance, and develop funnel analytics to align marketing and sales. | Requires hands-on HubSpot expertise, strong analytical skills, and proven marketing and revenue operations experience with strategic and tactical execution. | About ChartHop Our Team: Remote-first team of builders, connected to a vision to make people teams and companies more successful through connected data, transparency, and AI. Our Values: fast, inclusive, transparent, optimistic, all-in Our Product: ChartHop is the AI-first people platform. Our roots are in Analytics and Planning — helping people teams model org structures, manage compensation, and plan for growth. We've expanded into a full people operations suite covering HRIS, performance management, engagement, and real-time org analytics. Our newest frontier is ChartHop AI — an agentic AI layer that lets HR teams ask questions, surface insights, and take actions across their people data in natural language. We're at an inflection point: AI is reshaping what HR software can do, and we intend to lead that category. Our Clients: Span nearly every industry from 10 employees to 30k. Some notable ones include 1Password, Sweetgreen, and Headspace. How We Work AI-First Marketing At ChartHop, we believe AI is transforming how modern marketing teams operate. We don't see AI as a separate initiative—we see it as a fundamental capability that enhances how we research, create, execute, analyze, and make decisions. Every member of the marketing team is expected to actively leverage AI to improve the quality, speed, and impact of their work. We encourage continuous experimentation with emerging AI technologies, thoughtful sharing of best practices, and a mindset of ongoing learning and innovation. We believe the best marketers combine creativity, strategic thinking, customer empathy, and sound judgment with AI-powered tools and workflows to achieve outcomes that would not otherwise be possible. About the role We’re looking for a strategic, hands-on operator to own how ChartHop’s go-to-market engine runs. As we consolidate onto HubSpot as our combined sales and marketing CRM, this person will build the systems, data foundation, and reporting that let marketing and sales operate from a single source of truth, and turn that data into insight leaders can act on. This is a rare blend of marketing operations depth and revenue operations acumen. You’ll be equally comfortable architecting a lead lifecycle, cleaning up messy data, and building the funnel analytics that tell a sales leader exactly where the pipeline is converting and why. You’ll do the tactical work when it’s needed, but you’ll bring a strategic, analytical lens to everything you touch. Above all, you’re proactive: when you see something broken, you roll up your sleeves and fix it. What you’ll own Marketing Operations Own the marketing technology stack (HubSpot and its integrations), ensuring tools are configured, connected, and delivering value. Lead data quality, enrichment, segmentation, and governance so the team can trust and act on its data. Architect the lead lifecycle, routing, and SLAs. Run campaign operations and QA, and build workflow automation and nurture execution. Own attribution and full-funnel reporting as the marketing single source of truth. Develop dashboards and executive-level reporting. Serve as the GTM engineering and AI-automation champion across marketing, identifying where automation and AI can drive efficiency. Revenue Operations Build sales reporting and dashboards in HubSpot, expanding the single source of truth across the full go-to-market funnel. Deliver full-funnel conversion analytics, from SAL to SQL through each pipeline stage (stage 1, 2, 3 and beyond). Provide visibility at both the aggregate and individual rep level, so leadership can distinguish lead-quality issues from qualification and execution gaps. Surface trends by persona and industry to inform outbound strategy (where to double down) and identify coaching opportunities for individual reps. Lend expertise on account book creation and similar sales-ops projects; larger technical builds can be supported by additional technical resources. Partner closely with sales leadership to define the metrics and insights they need to drive efficiency and growth. Note: sales compensation, commissions, deal desk, and related finance/regulatory work sit with Finance and are outside the scope of this role. Cross-functional & strategic mandate Act as the connective tissue between marketing and sales, aligning both around shared definitions, data, and reporting. Play a lead role in project managing the Salesforce-to-HubSpot migration and the operating model that follows. Proactively identify process and system gaps across the funnel and drive them to resolution. Bring a business-level perspective, not just a functional one, to how we plan, measure, and grow. How you’ll be measured Data accuracy and completeness; database health (duplicates, bounce rate, enrichment coverage). SAL → SQL conversion rate / conversion efficiency Speed-to-lead and routing SLA adherence. Funnel-stage velocity and conversion rates across the full funnel. Attribution and pipeline reporting accuracy (trusted single source of truth). Marketing automation adoption and operational efficiency. Quality and usage of sales and marketing dashboards by leadership and reps. What we’re looking for Deep hands-on expertise with HubSpot; experience operating it as a combined sales and marketing CRM is a strong plus. Familiarity with Salesforce is helpful given the migration. A genuinely analytical mindset. You’re fluent in funnel and conversion data and can build the reporting that answers a leader’s real questions, not just surface-level metrics. A track record spanning marketing operations and revenue/sales operations, with the judgment to see problems from multiple sides of the business. Comfort moving fluidly between strategy and tactical execution. You’ll design the system and build it. Proactivity and ownership. You spot what’s broken and fix it without waiting to be asked, and you push initiatives forward cross-functionally. Strong, direct communication. You can challenge assumptions constructively and bring a clear point of view. Curiosity and a bias toward learning; you’ll go figure out what you don’t yet know. Ability to maintain reliable overlap with US working hours to stay closely connected to the team. How this role can grow This role is scoped to meet ChartHop where it is today: one strong operator who can span marketing and revenue operations at our current scale. As the company grows, there’s room for the role to expand, take on additional scope, and build and lead a team over time.