About the job
About Our Client
Our client is a rapidly growing prop-tech startup that makes property access simple for owners, staff, residents, and visitors. They are seeking smart, passionate, collaborative, and down-to-earth individuals to join their team. The culture is transparent and flexible, offering benefits that range from a 401(k) match to quarterly stipends for self-care.
About The Role
Our client is looking for a people-oriented Client Success Manager who is excited about owning their own territory. The most successful CSMs love to learn, are strong communicators, and can pivot quickly. This role will report to the Senior Manager of Client Success and partner with the Vice President of Client Success to ensure customers have a world-class experience.
Responsibilities
- Own the entire client relationship lifecycle from onboarding to ongoing support. This role requires strong communication, organization, and collaboration across property managers, end-users, technical support, other departments, and low-voltage installers.
- Articulate the value proposition of the intercom system to new property management representatives and their tenants.
- Develop a strong understanding of the software and hardware products and communicate complex technical situations in a client-friendly way.
- Proactively and efficiently resolve customer inquiries using multiple channels of communication: phone, email, and ticketing platforms such as ServiceCloud or Vitally.
- Partner with the Sales and Support teams as the lead client contact to identify, address, and resolve or escalate issues.
- Maintain and update property management contact(s) for billing, training, installations, and support in SalesForce and Vitally.
- Proactively identify account risks and develop mitigation plans to resolve them.
- Work cross-functionally with Product and Engineering teams to support new product launches and drive customer issues to resolution. Participate in testing new and updated features and provide feedback.
- Collaborate with the management team to deepen relationships, understand long-term client needs, and renew business.
- Work closely with internal teams to advocate for clients and share knowledge across the organization.
- Collaborate effectively across all teams, creating an atmosphere of trust and open communication.
Requirements
- 3+ years in Customer Success, Customer Relationship, or Operations experience.
- Exceptional communication and interpersonal skills.
- Quick learner with an intuitive mindset and excellent problem-solving skills.
- Analytical capabilities needed to understand client needs and develop relevant account strategies.
- Highly motivated self-starter who works effectively in a team-based environment as well as independently.
- Desire and flexibility to learn and grow in a fast-paced and growing environment.
- Values quality and pays close attention to detail, taking full ownership and pride in work with a high level of service, responsiveness, and follow-through for both internal and external stakeholders.
- Bachelor’s degree required.
Benefits
- Comprehensive Medical (the company covers 90% of the cost) starting day 1.
- Dental and Vision plans (the company covers 100% of the cost) starting day 1.
- 401(k) plan with a match.
- 13 paid holidays and 25 days of PTO.
- Paid Family Leave.
- Employee Assistance Program.
- Quarterly self-care stipends.
- HealthAdvocacy Program.
- Access to optional benefits, including pre-tax flexible healthcare spending accounts (FSA and HSA), Dependent Care FSA, and Commuter Benefits, as well as optional Supplemental Life, AD&D, Hospital Indemnity, Disability, Legal, Accident, Critical Illness, Pet, and Personal Liability Insurance.
- Collaborative, dynamic work environment filled with kind, intelligent people who are working hard on an industry-defining product.
