Customer Success Manager, Scaled Accounts (EMEA)

Aug, 19
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At Hopin, we’re reimagining virtual events.

As the first all-in-one virtual venue for live online events, Hopin brings people together in a highly interactive and engaging online experience that feels just like an in-person event, only without the barriers. Whether it’s a 50-person meetup, or a 50,000-person conference—any type of event organizer can host a Hopin event for their attendees, speakers, sponsors, and vendors to convene, learn, and interact face-to-face online. We’re spearheading the innovative technology that is enabling people to gather online like never before.

Our mission is simple: better connections for a better planet

We believe in events without limits, but events that are sustainable and accessible to everyone—and fun, too! To do this, we need passionate builders and storytellers to join us. Do you love people and technology and the magic that happens when they converge at scale? Do you have the skills and experience we’re looking for to better serve our clients? If so, we’d like to meet.

We’ve been recently funded by a16z, General Catalyst, IVP, Accel, DFJ Growth, Northzone, Coatue, Tiger Global, Salesforce Ventures and many other high profile investors.

The Role

Hopin is seeking a Scaled Customer Success Manager to join our team! As our ideal candidate, you are an experienced CSM with a passion for developing deep relationships with our customers at scale. As a trusted advisor, you are driven to support customers to achieve ROI with our products by deepening adoption, usage, and value. You are highly organized, accountable, and passionate about seeing projects through successful outcomes. You thrive in collaborative, hyper growth environments.   


  • Understand why a customer chose Hopin, work with the customer to define measurable outcomes that achieve their goals with Hopin in a way that scales
  • Establish a trusted advisor relationship, guiding your customers to achieving their goals.
  • Manage roughly $2M book of business
  • Partner with customers via 1:many channels to achieve successful outcomes with Hopin products
  • Drive and iterate on best practices playbooks and delivery channels to maximize onboarding, adoption, and expansion success at scale
  • Exceed OKRs and operational metrics, continuously improving processes to exceed customer expectations 
  • Leverage adoption and business insights to identify customer references, and preempt customer escalations
  • Achieve deep technical understanding of Hopin’s products and critical business processes
  • Build deep relationships across GTM and Technology teams to improve customer experience and build advocacy 
  • Participate in strategic projects or initiatives to drive improvements across our go-to-market approach and customer experience 

About you

  • 5+ years in customer success management, event success management roles (or similar)
  • Strong empathy for customers and passion for growth 
  • Outstanding time management and prioritization skills to support multiple customers 
  • Excitement for learning quickly and operating within a hyper growth environment 
  • Exceptional collaboration, organizational, presentation, and writing skills
  • Demonstrated success in measuring and reporting on operational metrics 
  • Experience working with global teams across multiple cultures and languages 
  • Expertise in video production and events, preferred
  • Fluent in Spanish, Italian, German or French

The Offer

  • Competitive salary
  • Fully remote, global team
  • Flexible schedules
  • Laptop assigned, Mac or Dell (Windows)
  • Health Insurance Support
  • Parental Leave
  • Monthly Wi-Fi stipend
  • $800 USD for Home-Office set up
  • $1500 USD for Learning & Development

At Hopin, we're committed to cultivating an environment that promotes equality, diversity, and inclusion. We are a global community and we believe our unique qualities must be celebrated as they are critical to our innovation. It's essential to us that you bring your authentic self to work every single day, no matter your age, ethnicity, religion, citizenship, gender identity, sexual orientation, disability status, neurodiversity, or otherwise. Inclusion isn't just an initiative at Hopin. We strive to embed it not just into our core values but throughout our entire ecosystem.

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