Technical Customer Success Manager

Livable is a company focused on providing solutions for multi-unit housing complexes to manage utility billing through their SaaS platform. The Technical Customer Success Manager will onboard new clients, drive platform adoption, provide technical guidance, and ensure successful billing processes between residents and properties.

Responsibilities:

• Working with clients to achieve mutually beneficial billing and platform solutions
• Guiding clients and using our custom SaaS platform to calculate and manage utility bills for each resident or tenant
• Performing regular audits of client accounts and configurations to ensure accuracy of the team’s work
• Investigating and troubleshooting issues to determine if they stem from system behavior, user error, configuration, or potential bugs — then resolving or escalating appropriately
• Continuously look for ways to problem solve and increase personal productivity as well as that of the team
• Determine best practices for managing particular properties’ needs and working with the team to relay that information
• Follow and enforce all company policies and procedures

Requirements:

• 1+ year of experience in a customer-facing role (customer success, account management, technical support, or performing comparable work)
• You are highly organized; the ability to pay close attention to detail is CRITICAL for this role
• Strong technical aptitude: comfortable diving into software, researching issues independently, distinguishing between bugs and user/configuration errors, navigating complex systems, and using sound judgment to find the best solution for the customer — even when it's not obvious or fully documented
• Ability to problem solve and research information
• Ability to work with a team remotely
• Proficiency in all Google Suite products, especially spreadsheets, Google Meet, Hubspot, Project/Task management software such as Jira.com
• You will manage billing questions, technical inquiries, and platform updates
• You have a growth mindset and thrive in the building stage of a nimble team
• You view setbacks as learning opportunities, not failures
• You're highly adaptable, easily acclimating to a rapidly changing business and industry
• You have a working knowledge of federal, state, and local utility compliance
• You've been an early hire at a fast-growing company before
• You've had professional experience in Fintech and/or Proptech
• You've had experience or a working knowledge of Utility Billing or SaaS platforms
• You have experience or good working knowledge of the Property Management or Multi-family Real Estate industry