Details zum Jobangebot
About The Role
The job puts you in the heart of the Customer Success team dedicated to working with clients to achieve outcomes and maximize value through the adoption of our smart building analytics product. We are on a growth trajectory and seeking a dedicated Customer Success Manager (CSM) with a customer-centric approach and a knack for fostering strong client relationships to drive business success. In this role, you will collaborate with key stakeholders to ensure product adoption and customer retention. Your partnership with the Sales and Product teams will be key in managing the customer journey seamlessly. Previous experience in property management, commercial buildings, or commercial real estate tech is highly preferred.
About Our Client
Our client is a Human-First organization committed to expediting the most cost-effective route to decarbonizing buildings. Given that real estate is a major contributor to carbon emissions globally, with buildings and construction accounting for nearly 40% of emissions, the push towards sustainability is now at the forefront.
Last year alone, our efforts led our clients to cut down over 23,000 tons of CO2 emissions, equivalent to removing more than 13,000 cars from the road. Setting us apart from competitors, our solutions require no new sensors or equipment upgrades, yielding an average 11% reduction in CO2 emissions for clients. With a presence in 10 markets, including Canada, the hiring company serves renowned brands like Empire State Realty Trust and Silverstein Properties.
Key Responsibilities:
- Manage all post-sales activities for clients, leveraging strong relationships, in-depth product knowledge, strategic planning, and execution
- Boost retention and product adoption by directly engaging with clients and identifying opportunities to leverage product features
- Demonstrate thorough knowledge of the product to help clients address their specific use cases and obstacles
- Engage with stakeholders across all levels, from engineering to C-suite, to gather feedback and foster advocacy within client organizations
- Innovate and streamline processes based on new insights; develop team playbooks, recommend tools for enhanced scalability
- Lead client meetings and collaborate with sales and technical account managers to meet client KPIs and drive growth strategies
- Monitor and assess customer health, utilizing basic analytical skills for tracking
- Spearhead the customer discovery process in collaboration with sales, focusing on expansion within existing client organizations
- Identify new opportunities and collaborate with sales for seamless handover and pursuit of identified opportunities.
Drive key results:
- Maintain a portfolio of “healthy” clients with high software adoption rates and growing revenue management
- Achieve a high Customer Satisfaction score
- Contribute to the 95%+ customer renewal rate and 115%+ net dollar retention rate through positive customer experiences and continual engagement.
Qualifications:
- Bachelor’s Degree in a related field with 5-7 years of customer-facing experience in managing multiple accounts
- Prior exposure to SaaS business models or high-growth startups is advantageous
- Ability to travel locally and regionally for monthly or quarterly client meetings
- Broad knowledge of the commercial office, property management, or facility management domain
- Collaborative nature to work closely with Sales and Product teams to align with client needs and deliver exceptional value
- Eagerness to become a product expert and drive customer objectives and business goals
Benefits:
- Competitive compensation and equity opportunities
- Comprehensive medical, dental, and vision plans with premium coverage by the hiring company
- Access to online mental health support through Talkspace
- Health Spending Account (HSA) and Flexible Spending Account (FSA) availability
- Convenient commuter benefits
- 401k plan access
- Generous paid time off policies, including 12 holidays and unlimited PTO
