Customer Success Manager

Job Description

Join a fast-growing, forward-thinking company revolutionizing how people access and experience essential goods and services in modern living spaces. With a mission to enhance convenience and sustainability through innovative technology, they empower communities with seamless, on-demand access to premium products.

We're looking for an experienced Customer Success Manager to help us onboard, support, and delight customers. This is a critical role in their growing business. We're looking for someone who can build and lead a best-in-class Customer Success program. You will develop the infrastructure to onboard new customers smoothly, equip them to adopt our platform effectively, and ensure they achieve value as quickly as possible.

An ideal candidate will have a proven track record in designing and executing customer success strategies within the real estate industry that promote loyalty and customer satisfaction, as well as in building and running a highly effective customer support function. You'll be experienced at collaborating with high-performing teams (Sales, Product, and Marketing) and able to set the direction for your function, but you also have a knack for working directly with key accounts to drive satisfaction, retention, and potential expansion. The opportunity for personal growth is limitless.

What You'll Do

• Serve as the primary contact for all B2B Customer Success requirements.
• Be the product expert, learning the ins and outs of our product and services so you can help customers understand, use, and get the most out of the company.
• Owning the end-to-end customer journey, from Sales handover to managing implementation to preventing churn, with a focus on maximizing adoption and delivering customer delight.
• Developing and implementing processes to ensure effective adoption and renewals, providing regular reports to leadership and customers on account of progress, opportunities, and risks.
• Closely track customer satisfaction, taking a proactive approach to identifying opportunities for improvement and taking action to prevent potential churn.
• Implementing processes to ensure rapid response to customer support challenges, ensuring issues are escalated to the right stakeholders, and coordinating across the company as needed.

What You Need

• At least 4 years of Customer Success experience, with a strong inclination towards Real Estate. Ideally, you should also have experience in customer support or communication (either directly or through team leadership).
• You have experience working within Customer Success teams and are experienced in developing and embedding best practices to deliver company goals.
• You thrive in a fast-paced environment and are impact-driven, always willing to go the extra mile to get things done.
• Sense of urgency to achieve great things in life (essential).

Salary & Benefits

• Location: New York, New York, US.
• Salary: $75,000 salary + Commission ($120,000 total OTE)
• This is a full-time (40 hours per week), long-term position.
• The position is immediately available.
• On-Site
• Monday through Friday, 8 hours a day.
• Equity in the company in the form of stock options.
• Full benefit package.

The next step will take you to an application form that requires you to answer some questions and upload your resume. Please answer completely so that we can get to know you better.

Job Type: Full-time

Pay: $75,000.00 - $120,000.00 per year

Compensation Package:

• Bonus opportunities

Schedule:

• 8 hour shift

Ability to Commute:

• New York, NY 10018 (Required)

Work Location: In person

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