Customer Success

About AirGarageAirGarage is repurposing the 30% of real estate in the average American city currently dedicated to parking.We are building a future where real estate is digitized and can be transitioned from one use to another seamlessly on-demand, moving every piece of urban real estate toward its highest and best use.We are starting with the $131 billion US parking real estate market because it is one of the most offline and mismanaged commercial real estate asset types.As a full-stack parking operator, we automate the operation of parking lots and parking garages. We handle everything from advertising to collecting payments from drivers and enforcing against illegal parking. We already operate 150+ parking lots and parking garages across 30 US states and we are growing quickly.We are backed by top tier investors including Andreessen Horowitz, Floodgate, Founders Fund, and angel investors who have founded or worked at companies like Uber, Opendoor, Flexport, and more.Want to learn more about AirGarage and the problem we're tackling? Check out this podcast: https://www.youtube.com/watch?v=AU0NkDK51E4THE ROLEAs a Customer (Partner) Success Manager, you will be responsible for owning relationships with a portfolio of parking facility owners and the tenants of their facilities.At a high level, the primary functions of the role can be broken down into 3 categories:• Lead the onboarding process for every new customer to ensure the transition to AirGarage is seamless - both for the property owner and for the drivers/tenants that use the parking facility.• Manage the day to day relationship with facility owners, tenants, retailers, and drivers that use the parking facilities in order to ensure a successful long term relationship.• Work closely with your regional General Manager and the rest of the operations team to make sure customer needs are met and our facilities are running smoothly.This is an individual contributor position. The Customer Success Manager will also be required to work cross-functionally with our Product, Sales, Data, & Field Operations teams.There may be occasional travel to meet with customers or to assist with launch day activities, but it will not exceed more than 5% of your time (unless you prefer to travel more often!).WHAT YOU WILL DO• Build and maintain strong relationships with our customers, acting as their primary point of contact and trusted advisor.• Understand customers' business objectives and help them leverage our solutions to achieve these goals. Some of our customers are focused on maximizing their revenue, others just want to keep their tenants happy, you will need to figure out what is most important to each customer and determine how to help them achieve their goals.• Manage the handoff from the sales team to the operations team when a new parking lot owner signs up with AirGarage. You will be their guide as they get used to working with us and you will be responsible for ensuring they never feel lost throughout the onboarding process.• Proactively monitor customer health and consistently engage with customers to ensure their success and satisfaction.• Develop and deliver Quarterly Business Reviews to customers, showcasing the value and impact AirGarage is driving for them.• Gather customer feedback and insights to inform product development and improvement - many of the ideas for features we've built came directly from our customer success team's conversations with our Customers.• Triage partner requests and work with the relevant teams (engineering, operations, sales) to ensure that we address their needs in a timely fashion.• Proactively keep our partners informed of issues that arise in their parking facilities.• Respond in a timely fashion to every customer inquiry. We strive to respond to phone calls, texts, and emails at the very latest same day to at least acknowledge that we are working on answering their question or concern.• Help partners troubleshoot product related bugs or operational concerns. Many of our customers are not digital natives and you will often need to investigative to get to the root of the problem with them.• Keep an eye out for opportunities for us to expand our existing partnerships with customers when and where appropriate.WHAT YOU NEED• 3-5+ years of experience in a customer success or account management role, preferably in a SaaS, Real Estate, or other technology company.• Proven track record of managing and growing SMB, Mid-Market, or Enterprise customer accounts.• To be a self starter with strong problem-solving skills and the ability to think strategically about customer needs and solutions. You will need to be thinking constantly about how to solve customer problems and how we can improve.• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers at all levels.• Top-tier organization ability so that no customer request ever slips through the cracks.• Experience working with cross-functional teams, including sales, product, and engineering.• A proactive, customer-obsessed mindset with a focus on delivering exceptional customer experiences.• People skills that enable you to quickly adapt your style based on the customer you are working with. Our customers range from individual lard lords with a single parking facility in the rural midwest to real estate private equity firms with multi-billion dollar portfolios across the USA. Each customer requires a different communication style.THE UPSIDE• By joining as one of our early team members, there is enormous opportunity ahead for you to have an outsized impact and shape the future of AirGarage in this role.• Competitive salary and benefits including unlimited PTO, health / dental / vision insurance, 401k, and more.• A lot of room to grow -- the operations team will be orders of magnitude larger within a few years, and you'll be the foundation of that team.• Work closely with our founders, leadership team, and CEO to drive strategy and execute on key initiatives.• The opportunity to change the way that the world thinks about real estate use in our cities.• A diverse team -- we are currently 35%+ female and 30%+ non-white and we hope to continue hiring thoughtfully to build a team that represents the fact that our customers come from all walks of life.• You'll be joining a sharp, motivated team and have the option to work in an office in San Francisco or work remotely. Our company is remote-first but we know some people thrive in the in-person energy of working in an office.We understand that there's no such thing as a 'perfect' candidate. We're looking for someone passionate, with grit and determination, who is excited to face the challenges of a rapidly growing startup. AirGarage is the type of company where you can grow exponentially, and we encourage you to apply to us even if you don't 100% match the candidate description.AirGarage is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Candidates and employees are always evaluated based on merit, qualifications, and performance. We will never discriminate on the basis of race, color, gender, national origin, ethnicity, veteran status, disability status, age, sexual orientation, gender identity, martial status, mental or physical disability, or any other legally protected status.