Customer Success Manager

Summary

Join PadSplit as a Customer Success Manager and play a pivotal role in supporting the success of our hosts. You will onboard new hosts, provide dedicated support, build strong relationships, and optimize their performance on the platform. This role requires strong communication, problem-solving, and analytical skills, along with experience using CRM tools like Salesforce. You will be responsible for tracking key metrics, identifying expansion opportunities, and collaborating with internal teams. PadSplit offers a fully remote position with competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in affordable housing.

Requirements

• Possess strong communication skills; clearly and effectively communicate with hosts, as well as internal teams
• Demonstrate a customer-centric mindset; deeply committed to understanding and prioritizing the needs and goals of customers
• Exhibit problem-solving skills; identify issues quickly and develop effective solutions
• Display relationship-building ability; establish and nurture strong, trust-based relationships with hosts
• Show adaptability; thrive in a fast-paced, dynamic startup environment
• Have CRM tools experience; proficiency in Salesforce
• Possess analytical skills; proficiency in using data to track customer health, identify trends, and make informed decisions
• Have product knowledge; in-depth understanding of the PadSplit marketplace platform and its features
• Possess collaboration skills; ability to work closely with other teams

Responsibilities

• Ensure a seamless onboarding experience for new hosts, providing them with comprehensive training and resources to excel on the PadSplit platform
• Become the trusted point of contact for your assigned portfolio of hosts, providing ongoing support, addressing inquiries, and troubleshooting any challenges they may encounter
• Foster strong relationships with hosts, understanding their unique goals and property portfolios
• Analyze host data and offer personalized recommendations to help them maximize their success on the platform, such as optimizing rental rates and occupancy rates
• Keep hosts informed about platform updates, market trends, and best practices through regular communication channels
• Establish strong, strategic outcomes with hosts, serving as a trusted advisor to maximize the value they derive from PadSplit
• Monitor key metrics related to host expansion, reporting on progress and identifying areas for improvement
• Lead and own the relationship with PadSplit hosts throughout their journey, from onboarding to support, ensuring satisfaction and success
• Proactively identify and engage with existing hosts who demonstrate potential for adding more properties to the PadSplit marketplace
• Maintain a pipeline of expansion opportunities, tracking progress and nurturing relationships with hosts
• Effectively communicate with internal and external senior management to understand host needs, drive retention, foster growth, and share insights

Benefits

• Fully remote position
• 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 paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis
• $70,000 - $80,000 a year
• In addition to the base salary, there is a variable comp component for expansion properties