Client Success Representative
About The Position
The Client Success Representative is an account management role that owns the relationship with a portfolio of QuikStor clients from the completion of initial implementation through the life of the account. The Representative is introduced at the start of implementation and becomes the primary relationship owner after go-live. The role has two priorities: retention and growth. The Representative drives feature adoption, serves as the client’s main point of contact, and coordinates with Support to ensure issues are resolved. They also identify opportunities to upsell modules and features and expand accounts through additional facilities and services. This is a post-sale account management role, not a new business/hunter role. The Representative earns a commission on the collected recurring revenue of every assigned account, phased in over the first year of each assignment, and a commission on all new business added to those accounts. The plan resets every January. Success is measured by gross and net revenue retention, new business added, collections, feature adoption, and client satisfaction.
Requirements
- 2 - 4 years of experience in customer success, account management, or other post-sale client-facing roles, preferably in B2B SaaS.
- Proven track record of retaining and growing a book of accounts.
- Strong communication, presentation, and training skills, in person and remote.
- Highly organized with disciplined follow-through, comfortable managing many accounts and priorities at once.
- Comfort upselling, discussing pricing, renewals, and order forms with clients
- Proficiency with CRM and support platforms such as HubSpot and Intercom, with Excel experience preferred
- Willingness to travel 10-15% for client visits and industry events
Nice To Haves
- Self-storage operations experience at the facility, district, or operator level, or experience supporting self-storage management software
- Experience with property management or other operationally critical SaaS platforms
- Familiarity with subscription renewals, expansions, and usage-based pricing models
- Experience delivering customer training or enablement programs
- Experience working in a private-equity-backed or operator-owned SaaS environment
Responsibilities
- Own the relationship for an assigned portfolio of clients and all their facilities after implementation.
- Be introduced during implementation, participate in key touchpoints, and assume ownership at go-live.
- Serve as the primary client contact for any issue, and route day-to-day technical issues to Support, which remains the first line of support.
- Build trusted relationships with owners, operators, regional managers, and facility staff.
- Keep HubSpot records accurate and current, including contacts, facilities, products, contract terms, and account health.
- Maintain an account plan for each client covering renewals, growth opportunities, and risks.
- Confirm at handoff that each facility is operating on the platform as designed and that the client knows how to get help.
- Drive adoption of key QuikStor features, including automated rent increases, delinquency and auction workflows, online payments and autopay, websites and web components, payment processing, insurance, and access control integrations.
- Conduct training and scheduled check-ins to reinforce best practices and increase adoption across facility teams.
- Introduce clients to new releases and capabilities and help them implement and maximize their value.
- Coordinate with the Training team to develop client curriculum and onboard new client staff.
- Monitor usage, support activity, billing status, and satisfaction to identify at-risk accounts early and act on them
- Run a regular review cadence with every account, including quarterly business reviews for larger operators
- Own renewals end to end and resolve commercial issues before they become cancellation risks
- Partner with Finance on past-due balances and billing questions so that collected revenue stays current
- Identify and close expansion within assigned accounts, including additional facilities, add-on modules, website and web component subscriptions, insurance programs, and other recurring services
- Prepare quotes and order forms within approved pricing and partner with Sales leadership on anything outside standard terms
- Refer hardware, professional services, and net-new operator opportunities to Sales
- Track every expansion from signed order through go-live and first payment
- Capture client feedback and feature requests in Intercom for Product review
- Follow open support issues for assigned accounts through the Support team's tracker process, push for resolution, and keep the client informed
- Share client insights with Product, Marketing, Implementation, and Support
- Support to drive timely client issue resolution without owning the support queue
- Collaborate with Product and Marketing on client communication and enablement
- Coordinate with Finance and Operations to maintain accurate billing, contracts, and account records
Benefits
- Medical, Dental, Vision, and Life Insurance
- 401k Retirement Plan
- Vacation and Sick Time
- 20 Days of Remote Work
- Annual Bonus
- Employee Assistance Program
- Education Assistance Program
- Employee Discount Store
- Equity Opportunities
- Discounted Storage
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
