Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager (CSM) and play a primary role in ensuring our customers get the full value from our hardware and SaaS solutions. As a CSM, you will own a portfolio of Enterprise business customers, proactively manage customer engagement, and contribute to renewals and customer portfolio expansion.

Requirements

• 5+ years of professional experience
• 2+ years in a customer facing role for a SaaS product or other technology product, ideally with a B2B or B2B2C focus
• Experience in Customer Success and working knowledge of common CS tools and concepts preferred (e.g. Salesforce, Gainsight, ChurnZero, Catalyst, GRR, NRR, adoption, churn, NPS, customer health, etc.)
• Able to maintain a professional remote work setting, such as a home office
• Can travel for business purposes up to 10-15% over the course of the year

Responsibilities

• Own a portfolio of Enterprise customers and proactively manage customer engagement (high, low, and digital touch) to deliver value and achieve strong customer health
• Plan and execute customer onboarding, training, and setup for new customers, including in-person and virtual training
• Work closely with implementation managers to ensure successful installation of our hardware and software platform at new customer multifamily communities
• Manage recently onboarded customers with high touch engagement during the hypercare phase, leading to strong product usage and healthy customers
• Proactively manage customer health across your entire portfolio, quickly addressing problems that could impact the value for the customer, thereby ensuring customer success and high renewal rates
• Contribute to product and marketing strategy by encouraging customer testimonials and seeking customer insights and examples of the platform’s value in action
• Evaluate, design, and implement customer portfolio communication and engagement plans to drive product awareness and usage, using high, low, and digital touch methods
• Collect, document, and report customer feedback and pain points to help inform the product roadmap. Includes analyzing customer needs and writing user stories
• Represent the voice of the customer internally, providing an informed point of view regarding customer needs and pain points, and prioritizing themes across the entire portfolio to influence the product roadmap
• Influence others and work collaboratively across Product, Engineering, Sales, and Support to drive resolution to complex and ambiguous customer impacting problems