The Client Success Manager is responsible for developing customer relationships that promote growth and retention. The job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to understand the client’s business and provide value through actionable insights.
Candidates must be based in and work from either our Los Angeles/Camarillo, CA office or be a fully remote employee residing in Arizona (AZ) or Texas (TX).
Duties/Responsibilities
- Proactively identify and escalate at opportunities for growth and clients at risk.
- Conduct regular check-ins and quarterly business reviews with assigned clients.
- Provide a high level of actionable insight and data analysis to provide value for our customers.
- Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
- Demonstrate an increasing level of knowledge and comprehension of Rently products and integrations.
- Accurately document and update client records, support notes, and interactions (Salesforce, ZenDesk, Dialpad, Confluence, etc).
- Ensure compliance with Rently best practices while following established policies and procedures.
- Consistently meet OKRs and KPIs as communicated by your manager.
- Sustain business growth and profitability by maximizing value.
- Analyze customer data to improve customer experience and minimize customer churn.
- Hold product demonstrations for customers and aid in product design and development.
- Evaluate and improve tutorials and other communication infrastructure.
- Mediate between clients and the organization, escalating customer requests and complaints as needed.
Required Skills/Abilities
- Experience with Salesforce, ZenDesk, or other comparable CRMs and support ticketing systems.
- Proven ability to work in a fast-paced, team-centered work environment.
- Prior experience in SAAS, real estate, or proptech.
- Technical aptitude and ability to identify alternative solutions to customer issues.
- Ability to handle multiple, critical, high-priority issues with a sense of urgency.
- Proficiency with Google Suite Products.
- Excellent communication—verbal, written, interpersonal with strong active listening skills.
- Ability to demonstrate effective problem-solving skills and strong client orientation.
- Detail-oriented and dependable, with a positive and inquisitive attitude.
- Ability to multitask, prioritize, and collaborate cross-functionally.
- Exhibit a high degree of self-motivation, drive, and a proactive nature.
- A track record of providing excellent customer advocacy.
Education/Experience
- Bachelor's degree.
- 3-5 years of experience in a customer success role.
- Real Estate industry experience (preferred).
For applicants located in California, the salary range for this full-time role is expected to be $75,000-$85,000 per year. This range is a reflection of base salary only, not of a total compensation package. Please note Rently reserves the right to pay more or less than the posted range, depending on the candidate's experience and qualifications, and that the expected salary range may be different for candidates located outside of California.
Full-Time Employee Benefits:
75% monthly medical, dental, vision, disability, and life insurance premium coverage via Anthem Blue Cross with 2 HMO options (where available) and 2 PPO options. FSA, STD, LTD, and other voluntary plans available. Coverage extends to employee, spouse, registered domestic partner, and dependent children.
401k with 3% Rently match
Paid time off
Sick time off
Partial gym membership reimbursement
Partial pet insurance reimbursement
Career growth opportunities
Professional development opportunities
Work related travel opportunities (dependent on role)
Company gatherings & team events
And more!
Rently is an ISO 27001 and PIMS 27701 Certified Organization
By applying to this role, you confirm you are legally authorized to work in the United States. Rently US does not provide sponsorship.
