Client Success Manager

Summary

Join Storable's Client Success Team and contribute to our clients' success with our self-storage solutions. As a Client Success Manager (CSM), Senior CSM, or Principal CSM, you will manage a portfolio of clients, driving adoption, mitigating risks, and fostering long-term retention. Your responsibilities will scale with your experience, from managing mid-market clients to overseeing large, strategic accounts. You will conduct business reviews, identify growth opportunities, and act as a liaison between clients and internal teams. The role requires strong relationship management, communication, and analytical skills. Storable offers a fully distributed work environment and a comprehensive benefits package.

Requirements

• Strong relationship management and proactive engagement skills
• Experience with Client Success platforms (e.g., Vitally, Gong) and CRM tools
• Excellent communication and presentation skills, with the ability to lead discussions with key stakeholders
• Ability to analyze client data, identify trends, and develop strategic action plans
• Strong problem-solving mindset, with experience in consultative selling and business reviews
• 2-4 years of experience in Client Success, Account Management, or a related role in SaaS or self-storage
• Experience in managing mid-market client relationships
• Strong organizational skills and ability to manage multiple accounts
• 5+ years of experience in Client Success, Account Management, or a related role in the storage or SaaS industries
• Proven success in delivering measurable business impact through strategic client relationships
• Strong executive communication and presentation skills
• Experience in mentoring and developing junior team members
• 10+ years of experience in enterprise-level Client Success or Strategic Account Management
• Expertise in managing executive relationships and leading business transformation initiatives
• Strong analytical skills, with the ability to interpret complex customer data and develop actionable insights
• Experience in customer success innovation (automation, AI-driven engagement, predictive analytics)
• Proven ability to scale Client Success operations and contribute to company-wide strategies

Responsibilities

• Own client relationships within the self-storage industry, acting as a strategic advisor to drive adoption and expansion
• Conduct Business Reviews to reinforce the ROI of Storable’s solutions and align on future strategies
• Identify upsell and cross-sell opportunities based on business objectives and product fit
• Monitor key client metrics, proactively addressing risks and implementing engagement strategies to improve retention
• Serve as a subject matter expert (SME) on self-storage industry trends and best practices
• Act as a liaison between clients and internal teams (Product, Engineering, Marketing) to advocate for feature enhancements
• Utilize Client Success platforms (e.g., Vitally, Gong) and CRM tools to track engagement and develop data-driven recommendations
• Manage a portfolio of standard to mid-market clients
• Drive day-to-day adoption and engagement of Storable’s solutions
• Focus on proactive problem-solving and retention strategies
• Collaborate with internal teams to enhance the client experience
• Manage high-value or complex accounts, acting as a trusted advisor
• Lead high-impact Executive Business Reviews, providing strategic insights and ROI assessments
• Develop tailored success strategies that drive client expansion and operational efficiency
• Mentor junior CSMs, sharing best practices and assisting in complex account situations
• Partner with leadership on process improvements and contribute to evolving Storable’s Client Success methodology
• Oversee Storable’s largest and most complex clients, ensuring they achieve long-term business success and maximum ROI
• Serve as a trusted executive advisor, influencing client leadership teams on operational strategies and technology adoption
• Lead enterprise-level engagements, such as high-stakes business reviews and strategic planning discussions
• Drive customer success innovation, collaborating with leadership to enhance engagement models and best practices
• Mentor and coach senior and mid-level CSMs, fostering a culture of excellence
• Represent Storable as an industry thought leader, participating in events, panels, and customer advisory boards

Preferred Qualifications

• Experience leading client success initiatives, such as retention programs, expansion planning, or customer advocacy
• Deep expertise in the self-storage industry, including key metrics and operational challenges
• Background in change management and business consulting for technology adoption
• Willingness to travel as needed for client engagements and industry events

Benefits

• Generous health coverage for you and your family, including fully paid short- and long-term disability coverage and two-times base salary life insurance
• 401(k) match after 60 days, 100% vested after 1 year
• Employer contribution to your HSA, plus an HRA to help offset your deductible
• Instant access to flexible vacation. We trust you, so we have a ‘take what you need’ vacation policy
• Be More – company rewards and recognition that add up and can be redeemed for personalized gifts and experiences!
• 8 hours of Volunteer Time Off each year and the opportunity to get active in the community by joining one of our offsite volunteer and community service events
• 8 hours of Rest, Relax, Recharge time to care for your mental health
• Access a range of mental well-being resources for yourself and your dependents, including counseling services, stress management programs, and mindfulness workshops
• Fully paid parental leave: 12 and 6 weeks for primary and secondary caregivers, respectively
• Paw'ternity Leave and Pet Bereavement - we understand that pets are a part of the family and have generous time-off policies, which honor that commitment
• Caregiver Leave: four weeks of fully paid time away from work to care for aging dependents or family members, if needed
• $50 monthly home data stipend, plus a home office sign-on bonus of $250
• Fertility care support options to help in your journey towards parenthood
• Access to financial experts to help you make informed decisions and achieve your financial goals
• Direct Student Loan Payment Program, some qualifications and eligibility rules apply