Customer Success Manager

Land Gorilla is a trusted leader in construction loan management, offering a secure and seamless experience for construction lenders, contractors, and borrowers. The Customer Success Manager will manage a dedicated portfolio of clients, focusing on maximizing satisfaction and ensuring continued partnership through proactive retention and strategic growth opportunities.

Responsibilities:

• Build and nurture relationships with a portfolio of clients, offering recommendations that deliver both value to the client and a reliable, growing revenue stream to our company
• Maintain a detailed Account Plan for each client, including a strategy for growth and/or retention
• Monitor and evaluate clients’ adoption of software features to ensure maximum benefits are achieved. Support the adoption of new software tools that are released
• Create, manage, and close cross-sell and up-sell opportunities for clients, based on needs and potential for growth
• Prepare and deliver business reviews to the client’s management team to drive program growth, process improvement, and client satisfaction
• Deliver supplemental software training, tailoring instruction to match client needs and anticipated use of the system
• Recommend appropriate system configurations and settings to match client requirements
• Manage client escalations and complaints with internal stakeholders, delivering effective resolutions
• Collaborate with the Product team to define solutions to meet client needs
• Regularly maintain and update client/project status in CRM
• Handle client contract renewal processes
• Drive growth and credibility by cultivating a network of brand advocates to produce high-impact testimonials, case studies, and references. As needed, assist with bulk onboarding projects for new clients who bring existing business to their Land Gorilla relationship
• Maintain awareness of industry trends, best practices, and compliance and regulatory changes; communicate relevant information to clients in a timely fashion

Requirements:

• 3+ years of demonstrated ability in an Account Manager or Customer Success role
• Enterprise experience
• Driven, energetic self-starter who identifies and accomplishes goals without explicit instructions
• Demonstrated ability to build and maintain client trust
• Demonstrated ability to manage cross-sell and up-sell deals
• Strong empathy and active listening skills
• Exceptional technology skills and aptitude
• Collaborative and creative problem solver, able to work with clients and internal resources to analyze, synthesize, and implement the best solutions
• Knowledgeable in current industry practices, trends, and technology
• Can handle multiple priorities with consistent and strong follow-through
• Able to analyze data to recommend improvements
• Excellent written and verbal communication skills
• Able to respond to and handle challenges in a professional and solution-oriented manner
• Construction lending experience is preferred