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Hearsay Systems

Social media software to centrally manage brands social media presences.

Customer Success Executive
San Francisco, CA, US
Job Description / Skills Required

Hearsay Systems offers the complete client engagement platform for financial services, empowering advisors and agents to effectively use digital to build stronger relationships that grow business. We enable efficient and compliant client engagement across digital channels including social networks, text messaging, websites and email. Our technology is used by more than 150,000 advisors and agents at the world's largest financial services and insurance companies. Come join the team and help us modernize the advisor-client experience!

At Hearsay Systems, we are passionate about our customers. Customer success is more than an aspiration – it’s one of our core values. An unwavering focus on delivering great customer results is the hallmark of our global Customer Success team.

It is the Customer Success Executive’s responsibility to drive customer adoption of Hearsay’s products and achieve measurable success within a defined set of key customers. This individual should be a top-notch public speaker and be comfortable with presenting to and negotiating with C-level executives, backed by a strong understanding of their business objectives. Key to success in this role is being able to articulate value, inspire both prospects and clients and sell the future of Hearsay in order to encourage adoption and expansion.

As a trusted advisor and coach, the CSE prescribes how Hearsay’s products can be applied effectively to support the achievement of a company's strategic business goals. He/she should possess strong expertise in business application deployment cycles, a top-tier understanding of the financial services industry as well as strong account management skills.

What you will accomplish:

Renew and grow 100% of customers by driving adoption of all purchased products and challenging customers to expand through engagement models (e.g. UMM/SBMM); maintain superior level of customer satisfaction.

Establish strong strategic advisor relationship with customer project teams and understand customer org charts.

Collaborate closely with Sales on all customer accounts, identify all customers CBIs, be able to articulate customer landscape (e.g. during rapid fire); leverage account systems intel to identify new product opportunities.

Leverage relevant data sources in order to develop success metrics that align with customers top business priorities.

Minimize churn risk ruthlessly through proactive account management, account flagging process and identification of key competitive risks.

Be recognized as a subject matter expert on digital field enablement for financial services organizations.

Understand all Hearsay products deeply, be able to provide customized customer training as needed and leverage customer feedback to influence positive change with the Product team.

Develop and share best practices for portfolio management, challenging customer to grow and implementing new customer programs.


Customer focused: Ability to deliver high levels of customer enablement by proactively identifying and addressing the needs of customer project teams and various executive sponsors.

Results oriented: Sets achievable yet aggressive individual/customer goals and demonstrates a unwavering focus on achieving the best business outcomes.

Influential: Asserts recommended and own ideas and strategies based on specific scenarios, thereby influencing customer project teams and executive sponsors to take necessary actions.

Analytical: A passion for problem-solving - the ability to identify and proactively resolve issues with customer project teams and executive sponsors.

Strategic: Demonstrates a strong business understanding and proactively identifies options, outcomes, and risks for any customer scenario.

Possesses strong business acumen: Understands customer CBIs and Hearsay's value proposition for its customers. Demonstrates business foresight along with the ability to integrate diverse perspectives.

Effective communicator: Excellent written and oral communication skills. Effective at inspiring agents/advisors to take action. Able to make clear recommendations and drive action on next steps from project managers and key sponsors.

Collaborative: Betters internal and external teams through knowledge sharing and operationalization.

Organized: Has a strong process orientation, is comfortable managing large, complex, multi-product SaaS programs for enterprise customers.

Managing conflict: Surfaces conflicts and disagreements in a constructive manner with a goal of providing visibility and assisting with resolution.

Coaching & development: Works to improve and reinforce performance of other team members.