Client Success Manager (West Coast)

Our Mission:
ButterflyMX is on a mission to empower people to open and manage doors & gates from a smartphone. Our products are installed in more than 15,000+ multifamily, commercial, gated communities, and student-housing properties worldwide, including properties developed, owned, and managed by the most trusted names in real estate. Our features are designed for developers, owners, property managers, and tenants and our products lower operating costs and improve tenant satisfaction.

Our Solution:
Developers and owners no longer need to run building wiring or install in-unit hardware. Property managers can grant building access, revoke permissions, and review entry logs from an online dashboard. Residents can open doors from their smartphones, issue visitor access, and see who is trying to enter the building.

Our Culture & Values:
Fantastic people are the key to our success. As a distributed, primarily remote workforce, we’re looking for more intelligent, passionate, collaborative, ai-forward, and down-to-earth individuals to join our growing team. We’re driven by a shared commitment to excellence and innovation, grounded in our core values: We delight our customers, We take ownership, We are a community of collaborators, We speak up, We think big and do small, and We are tenacious.

We are looking for a people-oriented Client Success Manager who is excited about owning their own territory. The most successful CSMs at ButterflyMX love to learn, are strong communicators, and are nimble enough to pivot on a dime. This role will report to the Senior Manager of Client Success and partner with the Vice President of Client Success to ensure our customers have a world class experience.

• Own the entire client relationship lifecycle from onboarding to ongoing support. This role requires strong communication, organization, and collaboration across property managers, end-users, technical support, other departments with ButterflyMX, and low-voltage installers.
• Articulate the value proposition of the ButterflyMX intercom system to new property management representatives and their tenants
• Develop a strong understanding of our software and hardware products and be able to communicate complex technical situations in a client-friendly way
• Proactively and efficiently resolve customer inquiries using multiple channels of communication: phone, email, and ticketing platforms such as ServiceCloud or Vitally
• Partner with the ButterflyMX Sales and Support teams as the lead client contact to identify, address, and resolve or escalate issues
• Maintain and update property management contact(s) for billing, training, installations and support in SalesForce and Vitally 
• Proactively identify accounts risks and develop mitigation plans to resolve
• Work cross-functionally with Product and Engineering teams to support new product launches and drive customer issues to resolution. Participate in testing new and updated features and provide feedback.
• Work with the ButterflyMX management team to deepen relationships, understand long term client needs, and renew business
• Work closely with internal teams to advocate for clients and share knowledge across the organization
• Collaborate effectively across all teams, creating an atmosphere of trust and open communication

Requirements

• 3+ years in a Customer Success, Customer Relationship, Operations experience
• Exceptional communication and interpersonal skills
• Quick learner with an intuitive mindset and excellent problem-solving skills
• Analytical capabilities needed to understand client needs and develop relevant account strategies 
• Highly motivated self-starter who works effectively in a team-based environment as well as independently
• Desire and flexibility to learn and grow in a fast pace and growing environment 
• You value quality and pay close attention to detail, taking full ownership and pride in your work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders. 
• Bachelor's degree required

Benefits

• Comprehensive Medical (ButterflyMX covers 90% of the cost), Dental, and Vision plans (ButterflyMX covers 100% of the cost) starting day 1
• 401(k) plan with a match
• 13 paid holidays, 25 PTO days
• Paid Family Leave
• Employee Assistance Program
• Quarterly self-care stipends
• Access to optional benefits including pre-tax flexible healthcare spending accounts (FSA and HSA), Dependent Care FSA, and Commuter Benefits, as well as optional Supplemental Life, AD&D, Hospital Indemnity, Disability, Legal, Accident, Critical Illness, Pet, and Personal Liability Insurance
• And more!