Strategic Customer Success Manager

Summary

Join HappyCo's Customer Success team as a Strategic CSM and build strong relationships with customers. You will manage a portfolio of accounts, proactively address risks, and drive product adoption. This role requires strategic thinking, problem-solving, and excellent communication skills. You will act as a customer advocate, providing feedback to the product team and ensuring customer success. HappyCo offers a flexible, supportive culture with various benefits, including remote work, unlimited vacation, generous parental leave, and competitive pay.

Requirements

• A minimum of 5 years experience working in a Strategic Customer Success position
• Experience working within a SaaS company, preferably in the MultiFamily industry
• A proactive and solution oriented mindset
• Excellent communication skills and the ability to build relationships at all levels of an organization

Responsibilities

• Manage Strategic Accounts
• Maintain a rich understanding of HappyCo product features and value propositions as well as common ways to improve adoption and the customer experience
• Collaborate with other teams internally to ensure customer expectations are set appropriately and achieved, or adjusted, as needed
• Conduct regular Strategy Meetings with customers to review progress on Success Plans, make strategic and tactical recommendations, provide updates on upcoming events and feature releases, monitor for risk indicators and identify opportunities to increase value
• Engage with decision makers to increase influence at the highest level of the customer’s organization and ensure we stay aware of potential customer concerns, technology initiatives, pain points, and initiatives evaluating alternative solutions
• Create and deliver presentations and other content to customers to convey best practice recommendations, prove value, agree upon verified outcomes and engage stakeholders
• Monitor customer health to track adoption, risk and engagement, and use that information to take action based on analysis
• Drive Process Improvements
• Work with internal teams to contribute toward assessing, defining, refining, deploying and/or documenting processes that will improve customer and internal communication and collaboration, and that will positively impact the effective management and success of HappyCo’s customers
• Product Feedback and Engagement
• Collect and share customer feedback on product features and gaps; submit enhancement requests through the established channel
• Collaborate with the Product team and cross functional stakeholders to advise on and evaluate new features and releases

Preferred Qualifications

Experience using Gainsight

Benefits

• Work from anywhere supported by a flexible company culture
• Opportunity to work for one of the fastest growing technology companies in the PropTech industry
• Unlimited vacation time
• Generous paid parental leave
• Competitive and equitable pay, including stock options
• Monthly stipends to support Wellness and Home Office expenses