Customer Success Manager

Summary

Join Entrata's Customer Success team as a Customer Success Manager and ensure customer success with the Entrata platform. Develop strong customer relationships, collaborate with other departments to meet customer needs, and effectively manage multiple customer-impacting projects. Responsibilities include managing a client portfolio, conducting regular performance review meetings, collaborating with development and product teams, partnering with support, facilitating transitions out of implementation, creating success plans, educating customers on self-service tools, advising on risks, attending sprint reviews, and maintaining knowledge of Entrata offerings. Minimum qualifications include a B.A./B.S., 2-3 years of customer success experience, strong organizational skills, patience, autonomous work ability, up to 15% travel, and excellent communication and analytical skills. Preferred qualifications include property management experience, SAAS customer-facing experience, and experience with product and development teams. Entrata offers a competitive salary and benefits package.

Requirements

• B.A. / B.S
• 2-3 years of customer success experience
• Desire to go the extra mile to ensure that your customers are happy and successful
• Strong organizational skills, with the ability to manage multiple projects simultaneously
• Ability to demonstrate patience while working through stressful situations and challenges
• Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers
• Ability to travel up to 15% of the time
• Excellent communication, both verbal and written, and analytical skills

Responsibilities

• Manage a portfolio of clients to ensure a high level of satisfaction and success is achieved
• Conduct regular meetings with your customers to review solution performance and provide best practice recommendations
• Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers
• Partner with our Support organization to ensure that the customers’ support needs are being met
• Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency
• Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers
• Educate customers on self-service tools, release processes, and other client programs
• Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks
• Attend sprint review meetings and advocate for customer needs in those meetings
• Maintain high-level knowledge of each of the Entrata offerings and configuration options

Preferred Qualifications

• 2-3 years of property management experience
• 2-3 years of customer success or other customer-facing experience in SAAS industry
• Experience working with Product and Development teams

Benefits

• Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance
• Comprehensive medical, dental, and vision coverage , including fertility benefits, available for eligible employees and their families
• HSA/FSA options and employer-paid disability benefits provided for eligible employees
• Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security
• Wellness initiatives promoting physical and mental well-being , access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs
• Family-centric leave policies supporting new parents during significant life events
• Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community
• Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits
• Bi-annual swag drops for employees