Customer Success Director

Summary

Join Lulafit as our Customer Success Director and leverage your commercial real estate expertise to drive client partnership success. You will own client satisfaction by aligning expectations with service delivery, building strong relationships, and coaching your team. This remote role involves approximately six trips per quarter to various locations. You'll manage a team, lead projects, and ensure exceptional execution across all sites. Success will be measured by client retention, NRR, NPS scores, team engagement, and budget adherence. We offer competitive compensation, including a salary range of $100K, free employee-only medical coverage, short-term disability, life insurance, an employee assistance program, and a 4% 401(k) match.

Requirements

• Have 3-5 years experience in commercial real estate
• Be familiar with the commercial real estate ecosystem. You understand stakeholders (Asset Mgmt, Leasing, PMs, Facilities, Security), Landlord priorities (leasing, Opex), etc... In other words, you can talk the talk and walk the walk based on where you've already worked
• Have managed high performing teams in the past and have provided exceptional feedback, coaching, and support to them that ensured they were highly successful
• Have efficiently collaborated with internal teams to address client needs and deliver solutions
• Have specific and powerful examples of how you have translated data into customer stories and times when you have identified opportunities for optimization
• Have led effective client meetings that deliver value and contribute to strong partner relationships
• Have successfully created and have been responsible for all client communication - including scheduling and leading meetings and closing the loop on all next steps
• Have demonstrated deep industry expertise and stay current on trends
• Have effectively managed the customer lifecycle including onboarding, steady state, renewals, growth and expansion
• Have served as a trusted advisor to clients providing strategic direction and ensured the delivery of value across our products and services
• Have built new tools and processes that enhance the delivery of our Customer Success function

Responsibilities

• Develop, maintain, and foster strong partner relationships. Understand how to foster trust with your clients, own regular meetings with them, ensure the communication channels with them are strong and frequent, that your goals are aligned, that you are helping them unlock contract value, and that you're managing any client risk
• Manage an exceptional team of 'A Players.' When you first join our team, we expect you will have 5-6 Host Leads you are managing and your job is to enable them to coach and support their teams more effectively. As an exceptional people manager you will own the success of each of the sites you manage, provide coaching and guidance to your team, and maintain the highest levels of quality on your team. This is your best way of ensuring your clients are getting everything they deserve
• Lead successful projects. You will launch new sites and ensure everyone working on the launch is tightly aligned and you will oversee project management - including supporting the rollout of new initiatives across your Host Team. This could come from you, our People Team, Meetings/Events team, Marketing, etc

Benefits

• FREE employee-only medical coverage available under some of our plans
• FREE short-term disability (STD), life insurance coverage, and an employee assistance program
• A 4% employer match with our 401(k)
• Remote work with approximately 6 trips a quarter to Chicago, Atlanta and elsewhere