Customer Success Manager

Summary

Join PadSplit as a Customer Success Manager on the East Coast and help solve the affordable housing crisis! You will manage and support the success of PadSplit hosts, providing tailored assistance and ensuring they receive value from the platform. This role requires proactive engagement, problem-solving, and strong communication skills to build relationships and promote host performance. You will analyze host data, offer personalized recommendations, and track key metrics to drive growth. The ideal candidate has sales experience, strong problem-solving skills, and proficiency in using data to drive insights. This is a fully remote position with competitive compensation and benefits.

Requirements

• Ability to clearly and effectively communicate with hosts, as well as internal teams, to ensure everyone is aligned and informed
• A deep commitment to understanding and prioritizing the needs and goals of customers, ensuring their success and satisfaction
• Aptitude for identifying issues quickly and developing effective solutions to keep customers happy and engaged
• Talent for establishing and nurturing strong, trust-based relationships with hosts to foster loyalty and long-term engagement
• Flexibility to thrive in a fast-paced, dynamic startup environment where priorities and challenges can change rapidly
• Proficiency in Salesforce and Slack, with the flexibility to adapt to additional account management tools
• Proficiency in using data to track customer health, identify trends, and make informed decisions that drive host success
• In-depth understanding of the PadSplit marketplace platform and its features to effectively support and guide customers
• Ability to work closely with other teams, such as product, sales, and marketing, to ensure a cohesive approach to customer success and leverage cross-functional insights

Responsibilities

• Manage a sales pipeline of leads and opportunities to achieve quota target
• 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 - we swear!
• Competitive compensation package including an equity incentive plan
• $70,000 - $80,000 a year
• Variable: $50 per room expansion
• On-Target Variable Commission is 600 rooms/year (50 rooms/month), or $30,000 in variable compensation
• 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 eligible 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