Guide, inspire, and lead a team of 10 Client Success Managers.
Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience.
Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team.
Work with your CSM team to establish clearly defined goals, KPIs and development plans
Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates
Help the team set achievable targets; continuously review KPIs with team
Conduct biannual performance reviews; provide constructive feedback through weekly one on ones
Guide CSM team to ensure customer centricity during every customer touch
Guide CSM team on upleveling account management and customer Impact Reviews
Consistently monitor and proactively engage with disengaged customers to prevent potential churn
Develop a deep understanding of the RBP and RXP benefits/value proposition
Resolve technical escalations with support from Product & Engineering
Run, analyze and share detailed reporting on account health, activations, and upsells.
Identify trends and gaps; collaborate with the team to solve

3+ years experience leading a 8+ person B2B Client Success Management team
Proven Ability and track record of delivering unbeatable customer experiences
Proven ability to establish milestones and keep all team members on task in a remote environment
Experience analyzing and optimizing existing processes
Experience with G-Suite, Salesforce, Gong, Totango (or similar CSM platform)

Health First: Medical, Dental, Vision, & Life Insurance; 401K Plan
Flexibility: Open PTO and sick days
Training: A supportive team to help you grow your career and unlock your full potential
Growth: The opportunity to get in on the ground floor of a fast-growing startup that’s designing and developing an exciting category

Customer Success Manager

Key skills