Customer Success Manager

*We’re currently only hiring for this role remotely in the United States.

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Want to join a team of A players in an exciting, high-growth, entrepreneurial environment?

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We’re a small team solving big problems in the property management industry. Bootstrapped since 2013, we're passionate about helping small businesses simplify growth and streamline operations, providing the leading CRM in our space.

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We are looking for a Customer Success Manager to join our amazing team of A-players and drive instant impact for our customers. We are hiring people who have done it before.

If you answer yes to all of the questions below, we'd love to talk with you:

• Do you have experience acting as the named point of contact for enterprise customers, focusing on retention and growth strategies throughout the enterprise?
• Have you employed specific strategies and procedures for conducting outreach and managing customer concerns, delivering exceptional customer service characterized by organization, strategic thinking, and urgency?
• Do you actively seek client feedback to increase user satisfaction and product stickiness, acting on the collected feedback to enhance customer retention?
• Are you skilled in employing a highly consultative style to discover additional unmet needs and new use cases, generating new work/sales with current clients and creating proposals to meet these needs?
• Have you recommended service and product enhancements to improve sales potential and customer satisfaction, documenting and conveying every request to the product or sales team?
• Do you embrace challenges as a pathway for your own growth?
• Have you embraced difficult conversations with colleagues?
• Do you have a track record of providing feedback to peers and leaders to reach goals?
• Are you able to articulate what growth looks like for you?

Expectations for your first 90 days:

• Understand the roles of each department in the customer cycle: sales, onboarding, support, and product. Displays working knowledge of a seamless handoff between sales and customer success.
• Understand customer needs, pain points, and motivations for using product. Able to identify churn signals in advance: bad customer fit, poor account handoff, bad product experience.
• Develop a sticky product experience that aligns with customer goals. Be a partner with the customer and tactfully nudge adoption of advanced features to help them reach the next level. Able to independently drive expansion and seek upsell opportunities. Expansion revenue should be visible and measurable by the end of 90 days.

A day in the life of…

• Drive account expansion and increase lifetime value
• Liaise with the Sales team to understand client needs
• Liaise with the Onboarding team to understand the client experience
• Bridge the gap between Sales, Onboarding, and Support teams
• Ensure clients get fast time-to-value
• Keep clients engaged and regularly using LeadSimple
• Advocate for clients by connecting their wishes to the larger strategy
• Advocate for the company by getting customers excited about upcoming product launches and updates

Perks:

• 8 Company Holidays + Week off at Christmas
• Unlimited PTO
• Birthday lunch on us 🎂
• Monthly Healthcare Allowance
• Monthly WFH Allowance
• Yearly Vacation Allowance
• Fun and outcome driven work environment with a smart, hard working team
• Location independence
• Mission driven company and values-based culture

Other requirements:

• Embrace learning new technology
• Learn fast
• Communicate crisply with care
• Proactively seek solutions
• Own the outcome
• Embody emotional maturity
• Bring an optimistic “can do” attitude
• Supply your own internet and smartphone
• Have B2B SaaS experience

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Selected candidates might have written assessments and multiple interviews with different people. We’ll do whatever it takes to get the right person in the right seat.