Customer Success Manager

Who you are: You are the captain of your ship. With your trusted crew and clients aboard, you are ready to navigate the waters to get clients to their desired destination. You are an expert at problem-solving and project execution based on your customer's unique business goals. You are a relationship builder who delights our clients and skillfully navigates both fun and challenging value-driven... communications. You are self-aware. You recognize your strengths, but you are always eager to learn new things, to iterate, and to improve. Staying stagnant is not in your nature. You dominate your CRM with unerring accuracy and love to truly know your client base inside out and upside-down. You like to wear a lot of different hats. You are eager to roll up your sleeves and dig into the many moving parts of our growing organization. You are a great communicator. A big part of helping our customers is keeping them in the loop, listening to them, understanding their business, and clearly advocating for them internally by going to bat for them on items that are highly valuable to their team. You desire to work in an environment where your input is crucial to help shape our offerings and how we interact with clients. You enjoy owning your world by managing your time like a boss. You use common sense and good judgement to set your inner compass, leading you to exceptional prioritization and achievement. If this sounds like you, we are rapidly growing, and would love to have you help us support our growing customer base! Responsibilities: Serve as the customer quarterback by overseeing the entire customer journey from sales handoff, training, user-adoption, to retention and expansion. Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services. Develop, prepare, and nurture customers for advocacy. Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals. Proactively identify churn risk and strategically plan to eliminate/divert risk. Act as technical leader with your account base while working with the Technical Account Management and Support teams to follow up on issues, bugs, and other potential renewal detractors. Define/track success criteria while monitoring goals and providing insights on overall health of relationships. Conduct executive and quarterly business reviews with onsite operations teams, as well as top level executives. Collect, analyze and then use data to make the customers' experience with the company as seamless as possible. Maintain a forecast of renewals and work to identify and/or develop upsell opportunities. Advocate customer needs/issues cross-departmentally and act as a voice of the customer across the organization. Manage account escalations and skillfully apply what you have learned about the client to navigate through challenges as a team. Qualifications 5 years customer success, client engagements and product support for a software solution 3 years' experience implementing software solutions to users of all skill levels Proven experience in churn reduction Experience with Salesforce preferred Proficient in Office software Prior experience in property management or hospitality a plus Benefits: Competitive pay and benefits Wide choice of healthcare options with generous company subsidy Health savings account option with company contribution 401(k) with employer match Paid holidays and paid time off increasing with tenure Paid maternity and paternity leave Company paid STD/LTD and life insurance Flexible spending accounts Casual dress work environment, we encourage people to be themselves An emphasis on culture and maintaining a work/life balance Salary Range: $80K -- $100K Minimum Qualification Account ManagementEstimated Salary: $20 to $28 per hour based on qualifications