Customer Success Manager II

Summary

Join Entrata's Customer Success team as a Customer Success Manager, ensuring customer satisfaction and success with the Entrata platform. You will build strong relationships with clients, collaborate with other departments to meet their needs, and manage multiple projects to ensure their continued success. This role requires strong organizational skills, the ability to manage multiple projects simultaneously, and excellent communication skills. You will also need to be comfortable working autonomously and traveling up to 15% of the time.

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