Customer Success Specialist

You have 1 to 3 years of experience - in customer success, support, or account management

• Experience in a SaaS company;

• Familiarity with HubSpot and/or Intercom;

• Accustomed to conducting commercial conversations, also over the phone;

• Already knows the HR or recruitment world a little bit.

You are fluent in both English and Dutch (written & verbal) 🗣️ - we are an international team and therefore mostly speak and write in English, but for this role, you have daily contact with customers in Dutch.

Homerun is a hiring and people platform, made for modern teams.

We are also a small company - only 26 people in total. We do things our own way - or rather, in the way we think is right.
There are two different products that together form the Homerun platform:

• Homerun ATS gives teams the ability to track candidates, review applications together, keep candidates informed, and schedule interviews, all from one organized app.

Homerun is enormously successful in the Netherlands and it is now time to let the rest of the world know that we exist.

We are looking for a Customer Success Specialist to support both our team and our customers.

You will work with HR teams from SME and mid-market companies that are already customers of Homerun. From the first moment of contact, you build trust and discover how customers can get more out of Homerun. A large part of your role consists of proactive contact with our customers: you guide them through their onboarding, conduct regular retention conversations, and recognize signals, both of risk and of growth, before they raise the alarm themselves. As an important member of the Commercial team, you play a crucial role in retaining and growing our customers, and in converting satisfied customers into upsell opportunities.

• You answer customer questions quickly and clearly via chat, phone, and email.

• You provide online onboardings and product demos to new customers.

• You collaborate on webinars for new feature releases and on masterclasses with tips & tricks for our customers.

• You investigate technical problems, document them clearly, and follow them up together with our development team.

• You proactively call customers to hear how they are doing and to prevent churn.

• You recognize upsell opportunities and convert them. In doing so, you work with monthly objectives regarding customer retention and upsell.

• You conduct conversations with customers who want to cancel, to understand why and, where possible, to adjust course.

• You share customer insights with the product and development team to further improve Homerun.

• You keep all customer interactions accurately recorded in HubSpot.

• This role is perfect for someone who loves solving problems, gets energy from customer contact, and does not hesitate to think commercially as well.

We believe that a balanced mind and body are the most important things. Therefore, in addition to a competitive salary and a great team, we also offer a range of extras and benefits with which you can take care of your mental and physical health, work-life balance, and personal growth.

You are a strong communicator and very precise ✍️ - You communicate clearly, both verbally and in writing. A large part of your communication is in writing, so your texts are flawless.

You can multitask and prioritize 🕰️ - A chat, an onboarding, and an open ticket at the same time? You maintain an overview.

You work accurately and structured 🗂️ - Keeping a CRM up-to-date is second nature to you. Good follow-up begins with good notes.

You think in solutions 💭 - You love helping others and do not avoid problems. You tackle them with a positive attitude and action.

You are a people person 💬 - You are empathetic and patient, and you sense what a customer needs, even if they do not know it themselves yet.

You are a team player 🤝 - you enjoy working with others and feel comfortable in a small team, but you also know how to work independently.

You are positive and confident 😃 - you have a positive attitude, you like to see life from the sunny side, your glass is half full, and you are not afraid to reply to opponents.

You are motivated to improve 🎯 - you love getting better at what you do.

You are a strong communicator and very precise ✍️ - you have excellent communication skills, both written and verbal.

We would love to welcome you to our team, regardless of your background, gender identity, sexual orientation, religious belief, age, or other experiences.

Our core values encourage us to maintain an open mind and, above all, to stay "weird." Therefore, we actively encourage everyone to be fully themselves at work.

Internally, we are committed to DE&I initiatives (Diversity, Equity, and Inclusion) within all teams.

Want to know more about this? Feel free to ask your question during the application process.
👇 We have also mapped out the recruitment process, so you know what to expect.