Customer Success Manager

Anonymous Employer

Customer Service & Support

Real Estate Confidential
3 weeks ago

Job Summary

LeadSimple’s founders started a lead generation business connecting landlords with property management companies. Witnessing the challenges lead buyers had closing deals led into a natural segue to build out an industry-specific CRM which became the de-facto industry standard. Fast forward to 2020 when we released a process/workflow suite to move from the sales side of our clients business into the heart of day-to-day operations. The market was hungry and responded aggressively to the new direction, which led us to double down with growth and additional product expansion.

  • Minimum Qualification:Degree
  • Experience Level:Senior level
  • Experience Length:4 years

Job Description/Requirements

Expectations for your first 90 days:

  • Understand the roles of each department in the customer cycle: sales, onboarding, support, and product. Displays working knowledge of a seamless handoff between sales and customer success. 
  • Understand customer needs, pain points, and motivations for using product. Able to identify churn signals in advance: bad customer fit, poor account handoff, bad product experience.  
  • Develop a sticky product experience that aligns with customer goals. Be a partner with the customer and tactfully nudge adoption of advanced features to help them reach the next level. Able to independently drive expansion and seek upsell opportunities. Expansion revenue should be visible and measurable by the end of 90 days. 

A day in the life of…

  • Manage churn and increase customer satisfaction
  • Drive account expansion and increase lifetime value
  • Liaise with the Sales team to understand client needs
  • Liaise with the Onboarding team to understand the client experience
  • Bridge the gap between Sales, Onboarding, and Support teams
  • Ensure clients get fast time-to-value
  • Keep clients engaged and regularly using LeadSimple
  • Advocate for clients by connecting their wishes to the larger strategy
  • Advocate for the company by getting customers excited about upcoming product launches and updates

Please only apply if you:

  • Embrace learning new technology 
  • Learn fast
  • Communicate crisply
  • Proactively seek solutions
  • Own the outcome
  • Embody emotional maturity
  • Bring an optimistic “can do” attitude
  • Supply your own internet and smartphone
  • Have B2B SaaS experience (preferred)

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