ChartHop

• Lead strategy and execution of multi-channel marketing programs • Oversee paid acquisition efforts to optimize customer acquisition costs • Cultivate influencer and analyst relationships in HR tech • Manage PR efforts for thought leadership • Lead high-performing marketing team

• Configure and manage complex compensation planning cycles spanning merit, bonus, and equity workflows • Build and troubleshoot compensation and bonus formulas using proprietary formula languages • Audit data inputs and validate outputs at every stage to ensure accuracy before delivery • Develop custom compensation outputs including PDF letter templates and ad hoc reporting • Identify trends and inconsistencies across customer data and surface clear recommendations • Configure, set up, and migrate third-party integrations and SFTP connections for existing customers • Diagnose and resolve integration issues, data mapping/transformation errors, and sync failures using both the ChartHop UI and API response objects • Validate data flows end-to-end and ensure outputs meet customer specifications • Serve as the primary point of contact for customers throughout each engagement • Set and manage project expectations across stakeholders at all levels, from technical teams to executive sponsors • Translate complex technical concepts clearly for non-technical audiences; build customer confidence at every stage • Partner with Customer Success to maintain continuity and a consistent customer experience • Create and maintain internal documentation; train teammates on processes as they evolve • Provide structured product feedback to Engineering and Product based on patterns across engagements • Contribute to the processes and playbooks we're building to scale the Professional Services function

• Own and optimize the growth and demand generation engine • Build quarterly plans aligned to revenue targets • Manage external consultants/agencies • Lead multi-channel strategies for lead generation • Develop and execute marketing partnerships • Ensure smooth lead routing and attribution • Collaborate closely with Sales for outbound messaging • Owner of marketing budget excluding payroll

• Design, build, and maintain backend-heavy features in a large, long-lived codebase • Own the technical health of a core product area, including performance, reliability, and scalability • Partner with the CEO/CTO to align on architectural direction and translate ideas into shippable solutions • Break down product initiatives into clear technical plans and guide day-to-day execution • Improve data models and system behavior to better support growth and larger customers • Balance new feature development with targeted refactors and operational improvements • Participate in the on-call rotation and help improve observability, monitoring, and incident response; incidents are infrequent but require timely response when they occur • Collaborate cross-functionally with Product and other technical leads to keep the broader platform cohesive

• 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 • 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 • 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

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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. Qualifications - 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)

Who we are: ChartHop is an AI-native HR & Organizational Intelligence platform, connecting your people and business data in one technology to deliver performance, engagement, HRIS, compensation, org planning and analytics. Our product brings transparency to organizations through analytics, connected business data, and highly configurable HR workflows. Our clients include Sweetgreen, 1Password, Zapier, and Headspace. We are looking for a Staff Software Engineer (Technical Lead) to help evolve one of ChartHop's most business-critical product areas. This role will initially focus on our Planning product, where you'll build, scale, and modernize complex planning workflows used by our largest customers. You'll tackle challenges like scenario modeling across large organizational hierarchies, performance optimization at scale, and building UX that works for non-technical HR leaders. You'll work alongside two senior engineers and a dedicated Product Manager, with direct partnership with Ian White, our CEO/CTO, on technical direction. We expect you to grow into full architectural ownership of this domain. That starts with collaboration and building shared context, then expands into increasing autonomy as trust develops. As a small, agile team, you should expect your scope to evolve as business priorities shift; we're looking for someone who's energized by that, not frustrated by it. Company Stage: Series C, $75M raised Location: Remote (US Timezones) Key Investors: a16z Compensation: $180k-$220k base + bonus and equity (salary range dependent on experience) Role Type: Individual Contributor What You’ll Do - Design, build, and maintain backend-heavy features in a large, long-lived codebase - Own the technical health of a core product area, including performance, reliability, and scalability - Partner with the CEO/CTO to align on architectural direction and translate ideas into shippable solutions - Break down product initiatives into clear technical plans and guide day-to-day execution - Improve data models and system behavior to better support growth and larger customers - Balance new feature development with targeted refactors and operational improvements - Participate in the on-call rotation and help improve observability, monitoring, and incident response; incidents are infrequent but require timely response when they occur - Collaborate cross-functionally with Product and other technical leads to keep the broader platform cohesive What does success look like? We will measure success through: - Feature Delivery: Consistent delivery of customer-facing functionality aligned with product commitments - System Health: Improvements in performance, scalability, and reliability over time - Technical Progress: Meaningful reduction of high-impact technical debt through incremental change - Operational Readiness: Production issues are understood, monitored, and addressed proactively - Team Impact: Clear technical direction, effective collaboration, and steady execution within the group you support Skills and Experiences We Value - 7+ years building and scaling backend systems in production environments - Comfort working in monolithic or legacy systems and improving them incrementally - Strong judgment around tradeoffs between speed, quality, and long-term maintainability - Experience collaborating closely with product and business stakeholders - Clear communicator who can explain technical decisions for diverse audiences - Comfortable contributing across the stack, including frontend Experience with any part of our stack is a strong plus, including Kotlin, TypeScript/React, MongoDB, and AWS. We value engineers who are curious, pragmatic, and eager to learn. Prior experience in the HR, compensation, or planning domain is helpful but not required. It’s more important that you can learn quickly and apply sound engineering principles. Who Thrives Here You’ll do well in this role if you: - Enjoy owning complex systems with real customer and business impact - Prefer incremental improvement over large rewrites - Are comfortable partnering with strong technical leadership and earning trust through delivery - Care deeply about shipping, while still thinking ahead about where the system needs to go How We Work We're a remote team distributed across US time zones. We default to async communication and protect time for focused work, with most collaboration happening in Slack and documented decisions. Expect some synchronous overlap for team ceremonies and cross-functional work. What Values We Have: - Fast: Move with intentional speed. - Inclusive: Welcome our differences. - Transparent: Trust, collaborate, share. - Optimistic: Dream big, think practically. - All-in: Own our destiny. Perks and Benefits including: - Medical, Dental, Vision, Life Insurance, LTD, STD - Mental Health Benefits (Spring Health, Headspace, Calm) - Flexible Time Off Policy - 13 Public Holidays - 401K Match (US Employees) - Parental leave Interview Process (all remote video calls) - Talent Partner Screen (30 mins) - Hiring Manager Screen (45 mins) - Collaboration Interview (45 mins) - Systems Design Interview (45 mins) - Leadership & Culture Interview (45 mins) ChartHop is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.