Customer Success Specialist

Hubble Network was founded with the intention of delivering on the promise of what Internet-of-Things (IoT) was supposed to be. We're building a global Bluetooth network dedicated to machine-to-machine connectivity. We differentiate ourselves as the first modem-less and gateway-less, direct-to-satellite network from off-the-shelf BLE chips. Hubble is ideal for applications in logistics, AgTech, and maritime where economies of scale for volume consumer and enterprise asset tracking is a priority. Our goal is to be the first billion-endpoint-connected network in the world.

Hubble is an early-stage, venture-backed startup supported by some of the best investors in the world. In their previous lives, the founding team has been successful in raising $100s of millions in venture funding, developing the Amazon Sidewalk network, launching billions of dollars of space assets, and leading their teams to successful exits, both through acquisition and IPO. We are now looking to bring on talented team members who are the best at what they do to help us make Hubble a reality for the world.

We are looking for an energetic, early stage career professional who is eager to “get at it” and build hands-on B2B customer support and success experience in a fast-paced, high-growth environment. If you love technology, are a self-starter, thrive on problem-solving, and are passionate about delivering top-tier customer experiences, this role is for you...

You’ll join our innovative startup at the exciting intersection of B2B SaaS, IoT and New Space markets, as our first dedicated Customer Success hire. 

This is a vital role in shaping the future of our customer success efforts and driving business growth through exceptional customer interactions.

You’ll be joining a stealth incubator business unit of Hubble Network in our San Mateo, CA office working directly with the leadership team. This is a 100% onsite position.

ABOUT THIS ROLE 

As a Customer Success Specialist, you’ll be the main point of contact for our enterprise and commercial customers, helping them onboard, succeed, and grow with our platform. You’ll execute and evolve strategies that drive customer satisfaction, retention, and growth while working closely with leadership as we learn from and grow our customer base.

This is a ON-SITE POSITION in San Mateo, CA

AN IDEAL CANDIDATE HAS

• A Sense of Urgency:  Lead projects from concept to reality, rapidly and effectively
• Excellent Communication Skills:  Effectively convey ideas and communicate technical topics with engineering, build staff, and operations; run self-directed design reviews and participate in reviews of parallel systems
• Anticipation of Needs:   Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever growing and changing needs of an early-stage company
• First Principles:  Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex systems
• High Learning Agility:  Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your foundations to better collaborate with your teammates with different backgrounds  

KEY RESPONSIBILITIES

Customer Onboarding & Support:

• Serve as the primary contact for North American-based commercial customers, ensuring a seamless onboarding experience for both trial and paid users.
• Monitor free trials and actively engage with customers to drive conversions to paid subscriptions.
• Build, document and write support articles for customer knowledge base to enhance self-service capabilities.

Inventory & Fulfillment Management:

• Manage inventory and oversee the fulfillment of customer orders, from e-commerce to provisioning.
• Ensure timely shipment and delivery for trial users and paid subscribers.

Product & Process Improvement:

• Administrate and manage internal and external beta testing of the platform / new features with defined cohort(s) of users.
• Conduct internal usability testing for our web platform, sensors/devices, and mobile app, providing feedback to the engineering and product team.
• Assist in creating onboarding and training materials to improve customer experience.
• Collaborate with the product team to propose enhancements based on customer feedback.

Business Growth Initiatives:

• Help drive new customer acquisition through testimonials and word-of-mouth referrals.
• Track and optimize key customer metric