Manager, Customer Success

Second Nature is a company focused on enhancing the rental experience through their Resident Experience Platform. They are seeking a Manager of Customer Success to lead a team of Client Success Managers, ensuring exceptional customer service and achieving retention goals.

Responsibilities:

• 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
• Management of crucial CSM team, responsible for customer retention; renewals; preventing churn; upselling; activations

Requirements:

• 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)