Hybrid Customer Success Customer Success

About Our Client

Our client is revolutionizing the real estate market by digitizing and optimizing urban real estate, starting with parking. It automates parking lot and garage management and operates over 150 facilities across 30 US states. Supported by prominent investors, the company is making significant strides in transforming the $131 billion US parking real estate market.

About The Role

In the role of Customer (Partner) Success Manager, you will take ownership of relationships with a portfolio of parking facility owners and the tenants who utilize their facilities.

1. Lead the onboarding process for each new customer to ensure a smooth transition—this includes facilitating a hassle-free experience for both the property owner and the drivers/tenants utilizing the parking facility.

2. Manage daily relationships with facility owners, tenants, retailers, and drivers, fostering successful long-term collaborations.

3. Collaborate closely with the regional General Manager and the operations team to guarantee customer satisfaction and seamless facility management.

This is an individual contributor role. The Customer Success Manager will also work cross-functionally with Product, Sales, Data, and Field Operations teams.

Occasional travel may be required to engage with customers or assist on launch days, but this will not exceed 5% of the time (unless additional travel is preferred).

What you will do

- Cultivate and maintain strong relationships with customers, serving as their primary contact and trusted advisor.

- Understand customers' business objectives and assist them in leveraging solutions to meet these goals. Since customers may focus on varying objectives such as maximizing revenue or ensuring tenant satisfaction, it will be essential to identify their priorities and offer tailored support.

- Manage the transition from the sales team to the operations team when a new parking lot owner comes onboard. You will be their guide during this initial phase, ensuring they feel supported throughout the onboarding journey.

- Actively monitor customer health and continuously engage to guarantee success and satisfaction.

- Develop and present Quarterly Business Reviews to customers, demonstrating the value and impact the organization provides.

- Gather customer feedback to inform product development and enhancements—many features have originated from insights gained during conversations with the Customer Success team.

- Triage partner requests and collaborate with relevant teams (engineering, operations, sales) to address needs promptly.

- Keep partners informed about any issues that arise within their parking facilities.

- Respond promptly to customer inquiries. The goal is to acknowledge every phone call, text, or email by the end of the same day, indicating proactive efforts to address their questions or concerns.

- Assist partners in troubleshooting product-related bugs or operational issues. Given that many customers may not be digital natives, it will often require investigative efforts to uncover the root of the problems they experience.

- Identify opportunities to expand existing partnerships with customers when appropriate.

What you need

- 3-5+ years of experience in a customer success or account management role, ideally within a SaaS, Real Estate, or technology-driven environment.

- Proven success in managing and growing SMB, Mid-Market, or Enterprise customer accounts.

- Self-starter with strong problem-solving skills and a strategic mindset towards customer needs and solutions. Constantly think about how to resolve customer challenges and drive improvements.

- Exceptional communication and interpersonal abilities, capable of building powerful relationships with customers at all levels.

- Top-notch organizational skills to ensure no customer request goes unnoticed.

- Experience working with cross-functional teams, including sales, product, and engineering.

- A proactive, customer-centric approach focused on delivering outstanding customer experiences.

- People skills that allow for quick adaptation of communication style according to the customer. The customer base ranges from individual landlords with a single facility in rural areas to large real estate private equity firms managing multi-billion dollar portfolios nationwide, requiring different communication strategies.

The Upside

- As one of the early team members, there is immense opportunity to significantly impact and help shape the future of this role.

- Competitive salary and benefits package, including unlimited PTO, health/dental/vision insurance, 401k, and more.

- Ample opportunity for growth—the operations team is set to expand significantly in the coming years, and you will play a foundational role in that development.

- Collaborate closely with the founders, leadership team, and CEO to drive strategy and execute initiatives.

- Contribute to changing perceptions of real estate utilization in our cities.

- Join a diverse team, currently comprising over 35% female and 30% non-white individuals, with ongoing efforts to continue hiring inclusively, reflecting the diversity of customers.

- Be part of a sharp, motivated team with the option to work from an office in San Francisco or remotely. The company adopts a remote-first approach while recognizing that some thrive in an office environment.