Customer Success Manager, East Coast Markets

Work set-up: 
Full Remote
Contract: 
Full time
Work from: 
Florida (USA)

Offer summary

Qualifications:

Strong communication and interpersonal skills., Experience in sales and customer relationship management., Ability to analyze data and provide strategic insights., Proficiency with CRM tools like Salesforce and Slack..

Key responsibilities:

  • Manage and support a portfolio of hosts to ensure their success.
  • Build and maintain strong relationships with hosts.
  • Analyze host data to optimize their performance on the platform.
  • Proactively communicate platform updates and market trends to hosts.

PadSplit logo
PadSplit Real Estate Management & Development SME https://www.padsplit.com/
51 - 200 Employees
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Job description

About PadSplit:

PadSplit is a housing marketplace that helps solve the affordable housing crisis by connecting individuals in need of flexible, costeffective living options with shared housing opportunities. Hosts are property owners or managers who list their homes on PadSplit’s platform, earning income while providing safe, affordable rooms to members.


The Role We Need:

We are looking for a Customer Success Manager on the East Coast to effectively manage and support the host success journey by providing tailored assistance, ensuring hosts receive value from the PadSplit platform and enhance overall satisfaction. By addressing the unique needs of different hosts, the Customer Success Manager will help promote performance (revenue and profit) for hosts, drive unit expansion of active hosts, and drive growth for the business. Their proactive engagement and problemsolving capabilities are essential for maintaining a healthy marketplace ecosystem and fostering longterm relationships with hosts.


The Person We Are Looking For:

We need a proactive and empathetic individual with exceptional communication skills and a customercentric mindset to be successful in this role. You will need to thrive in a fastpaced and everchanging environment while demonstrating the ability to quickly understand and address the needs of hosts. The right candidate will have sales experience, strong problemsolving skills, adept at using data to drive insights, and have a knack for building strong relationships through fostering trust while promoting host engagement.


Here’s what you’ll do daytoday:
  • Inside Sales Quota: Manage a sales pipeline of leads and opportunities to achieve quota target.
  • Dedicated Support: Become the trusted point of contact for your assigned portfolio of hosts, providing ongoing support, addressing inquiries, and troubleshooting any challenges they may encounter.
  • Relationship Building: Foster strong relationships with hosts, understanding their unique goals and property portfolios.
  • Performance Optimization: Analyze host data and offer personalized recommendations to help them maximize their success on the platform, such as optimizing rental rates and occupancy rates.
  • Proactive Communication: Keep hosts informed about platform updates, market trends, and best practices through regular communication channels.
  • Strategic Advisor: Establish strong, strategic outcomes with hosts, serving as a trusted advisor to maximize the value they derive from PadSplit.
  • Performance Tracking & Reporting: Monitor key metrics related to host expansion, reporting on progress and identifying areas for improvement.
  • Host LifeCycle: Lead and own the relationship with PadSplit hosts throughout their journey, from onboarding to support, ensuring satisfaction and success.
  • Identify Expansion Opportunities: Proactively identify and engage with existing hosts who demonstrate potential for adding more properties to the PadSplit marketplace.
  • Expansion Pipeline Management: Maintain a pipeline of expansion opportunities, tracking progress and nurturing relationships with hosts.
  • Collaborative Communication: Effectively communicate with internal and external senior management to understand host needs, drive retention, foster growth, and share insights

  • Here’s what you’ll need to be successful:
  • Strong Communication Skills: Ability to clearly and effectively communicate with hosts, as well as internal teams, to ensure everyone is aligned and informed.
  • CustomerCentric Mindset: A deep commitment to understanding and prioritizing the needs and goals of customers, ensuring their success and satisfaction.
  • ProblemSolving Skills: Aptitude for identifying issues quickly and developing effective solutions to keep customers happy and engaged.
  • RelationshipBuilding Ability: Talent for establishing and nurturing strong, trustbased relationships with hosts to foster loyalty and longterm engagement.
  • Adaptability: Flexibility to thrive in a fastpaced, dynamic startup environment where priorities and challenges can change rapidly.
  • Tech Stack: Proficiency in Salesforce and Slack, with the flexibility to adapt to additional account management tools.
  • Analytical Skills: Proficiency in using data to track customer health, identify trends, and make informed decisions that drive host success.
  • Product Knowledge: Indepth understanding of the PadSplit marketplace platform and its features to effectively support and guide customers.
  • Collaboration Skills: Ability to work closely with other teams, such as product, sales, and marketing, to ensure a cohesive approach to customer success and leverage crossfunctional insights.

  • The Interview Process:
  • Your application will be reviewed for possible next steps by the Hiring Manager.
  • If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
  • If warranted, the next step would be a video interview with our Director of Host Success for fortyfive (45) minutes.
  • If warranted, the final step would be a video interview with our Head of Sales thirty (30) minutes.
  • If warranted, then we move to offer!

  • Compensation, Benefits, and Perks
  • Fully remote position we swear!
  • Competitive compensation package including an equity incentive plan
  • National medical, dental, and vision healthcare plans
  • Company provided life insurance policy
  • Optional accidental insurances, FSA, and DCFSA benefits
  • Unlimited paidtime (PTO) policy with eleven (11) companyobserved holidays
  • 401(k) plan
  • Twelve (12) weeks of paid time off for both eligible birth and nonbirth parents
  • The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
  • Notice to Applicants:

    PadSplit participates in EVerify. All new employees are required to complete an I9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the EVerify process.

    PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
    •

    Required profile

    Experience

    Industry :
    Real Estate Management & Development
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Customer Success ManagementSales DevelopmentPerformance AnalyticsAnalyticsProduct KnowledgeSlack (Software)

    Other Skills

    • Communication
    • Problem Solving
    • Technical Acumen
    • Adaptability
    • Collaboration
    • Relationship Building
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