Customer Success Manager

About the Opportunity

The company's award-winning property operations and experience platform helps coordinate, communicate, and verify detailed work at properties. Powering over 55M property care tasks, the platform helps thousands of short-term rental managers and hospitality operators increase operational efficiency and boost service revenue while eliminating manual work and elevating the experience at each property.

Key Responsibilities

• Ensure the client has the best understanding of the platform, technical capabilities, and know how to enable their success, while learning about their unique business needs and how they align with future product development.
• Accelerate new user adoption through functional and conceptual instruction and provide ongoing education on new features.
• Maintain continuous engagement with clients to increase value and build confidence in the product by providing ongoing education on new features and products.
• Drive further adoption.
• Identify upsell opportunities.
• Identify business churn risks early, and create action plans to circumvent them.
• Develop strategies for engagement, adoption, and success planning, by analyzing data and client feedback. Further drive value by identifying additional upsell and cross-sell opportunities.
• Represent the voice of the client internally, and provide feedback that enables continuous development and improvement of how the organization does business.
• Apply a solution-oriented approach to meeting client needs, and escalate client issues quickly.

Required Qualifications

• Driven to understand client’s needs, empower them with best practices, and build trust.
• Outstanding people skills that enable the ability to build and maintain strong relationships with colleagues and clients.
• A self-starter able to thrive in a fast-paced environment through strong communication, meticulous attention to detail, and autonomous execution.
• A clear, confident, and persuasive communicator who can craft and deliver messaging for diverse groups of users and stakeholders, knowing when and how to represent different interests.
• Values Diversity, Equity, Inclusion, and Belonging (DEIB).
• 2-4 years experience in client success or account management.
• Experience promoting SaaS solutions in a client success role.
• Strong project management and prioritization methods.
• Experience with CRM software and web-based tools.
• Proven ability to effectively juggle multiple projects with competing priorities.

Preferred Qualifications

• Experience in startups is a bonus.
• Experience in the property management industry is a bonus.