Senior Customer Success Manager

Findigs builds a platform for property managers and renters that simplifies rental screening. The Senior Customer Success Manager owns the post-sale lifecycle for a portfolio of accounts, driving platform adoption, customer value, retention, and long-term partnerships.

Responsibilities:

• Drive net new revenue growth and retention across a portfolio of clients, ensuring they achieve their business outcomes using the Findigs platform
• Develop and execute strategic account plans that encourage platform adoption, retention, and expansion opportunities within your portfolio
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals
• Navigate org-level complexity with ease, build deep relationships with client leadership up to the VP/C-suite level, and operate as a trusted strategic advisor
• Build and iterate on how we work leveraging AI; you'll use AI tools (including but not limited to Claude, Pylon, and other workflow automation tools) across the CS lifecycle to continuously identify repeatable manual work and automate it
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams
• Lead in scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management

Requirements:

• 6+ years of experience in a customer-facing role, with a strong focus on managing a portfolio of complex accounts in a B2B SaaS or consulting environment
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders
• A builder mindset when it comes to AI; you're highly proficient in Claude, ChatGPT, or other workflow automation tools to automate repetitive work or build something that didn't exist before. You don't wait for a better tool to be handed to you—you find it or build it yourself
• A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base
• Exceptional presentation and communication skills, with the ability to translate complex, technical concepts clearly and concisely to diverse audiences
• Deep understanding of customer success principles, methodologies, and best practices
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight)
• Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup
• Experience in Proptech or Fintech