Senior Customer Success Operations Manager at LeaseLock in Marina Del Rey, CA

ABOUT LeaseLock: LeaseLock is the world's leading insurtech platform for real estate. With the closing of our $52 million Series B financing round, we look to further expand our industry-leading lease insurance product into the first AI-powered financial technology platform for enterprise real estate. Our flagship lease insurance product powers a faster, simpler, more affordable rental transaction resulting in maximized asset performance for the largest property owners and operators. LeaseLock is seamlessly deployed within the native online leasing checkout, resulting in significant conversion lift--while instantly generating industry-leading coverage for the property on every lease. LeaseLock has insured over $2 billion in leases backed by insurance rated A (Excellent) by A.M. Best. Our global investors include SoftBank Ventures Asia, Wildcat Ventures, Westerly Winds, Vertex Ventures US, Liberty Mutual Strategic Ventures, American Family Ventures, Moderne Ventures, and Mucker... Capital. ROLE SUMMARY We are looking for a Senior Customer Success Operations Manager to partner with our internal teams and clients in order to develop a superior client experience that promotes client advocacy, retention and loyalty. This position will be reporting to the VP of Customer Success. You will provide client support for various reporting and technical items. You will be responsible for enhancing and optimizing the client experience, while delivering a high-level of customer satisfaction. Ideally, we are looking for an outstanding relationship-builder with a positive customer success mindset, technical aptitude, ability to troubleshoot, comfortable being hands-on in the trenches, and a collaborative nature. This is an entrepreneurial, high-growth, and fast pace atmosphere, and the ideal candidate will thrive and make an impact in that type of environment. RESPONSIBILITIES Examine and understand the full customer lifecycle at LeaseLock to drive continued results Take ownership of internal systems, reporting, and analysis within our CS org Partner with CS Leaders and internal stakeholders to continuously improve the CX Deep dive into our reporting and analysis; helping identify key strategic insights to improve and optimize our business practices Identify gaps and inefficiencies in our customer journey, and begin to implement solutions for continuous improvements Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify post launch expansion opportunities Take ownership of specific aspects of our customer journey, including retention, customer health, claims, etc. Provide LeaseLock with predictive insights regarding Customer health, expansion and retention Assist clients in driving adoption and expansion of the LeaseLock program QUALIFICATIONS Should possess fantastic interpersonal skills and be strong advocate for both clients and LeaseLock Strong analytical and problem solving skills Highly organized and resourceful Have experience directing and influencing others Excellent written and verbal communication skills Passion for customer success Growth mindset and adaptability 3-5 years of account management experience Technical background preferred Insurance background preferred Bachelor's degree in Business or other related field Must become an insurance licensed agent Experience with Reporting and Analysis in Excel, Salesforce, and Looker PREFERENCES: Experience in property management and/or insurance Experience in a high growth, SAAS company Benefits: Full health, medical and dental benefits 401k matching Unlimited vacation time Opportunity to own and build a brand from the ground up Help make a difference in housing affordability in America LEASELOCK COMPANY VALUES Customer The customer's success is our top priority. Empathy We support each other and embrace our diversity. Integrity We show up with honesty while bringing our authentic self to every situation. Innovation We are passionate about empowering ideas and making an impact with an infinite mindset. Optimism We are ambitious, resilient, and committed to achieving our goals with confidence. Salary Range: $80K -- $100K Minimum Qualification Sales EngineeringEstimated Salary: $20 to $28 per hour based on qualificationsShow full descriptionCollapse