Customer Success Lead

Obligo•New York, NY

7d•$135,000 - $150,000•Onsite

About The Position

We are seeking an experienced Customer Success Lead to lead our Customer Success team and build successful partnerships with property management companies nationwide. Reporting to the company’s VP Revenue & Operations, you will be responsible for executing our customer success strategy, making a meaningful impact on our customers’ businesses, and helping turn satisfied customers into long-term advocates of Obligo. In this role, you will directly manage a portfolio of customer accounts while also leading and supporting the Customer Success team in a hands on, player-coach capacity. As a people leader, you will set standards for pipeline reviews, call reviews, and account planning across the Customer Success team. As a data-driven leader, you will define and track metrics and SLAs that pinpoint where and when customer interventions are necessary. As the voice and champion of our customers, you will work cross-functionally with Product, R&D, Data, Sales, and Marketing to ensure Obligo delivers a world-class customer experience.

Requirements

5+ years of experience in a client-facing role at a B2B SaaS company.
4+ years of experience leading or managing customer-facing team members.
Experience owning customer relationships across onboarding, renewal, and expansion.
Experience working with complex SaaS platforms.
Strong relationship-building, communication, and organizational skills.
Ability to understand customer tech stacks and work comfortably with CRM and data tools.
Comfort working with data and building or modifying basic reports in HubSpot; Tableau or Sigma is a plus.
Willingness to experiment, learn, and operate in a fast-paced environment.
Ability to work out of our New York City office.

Nice To Haves

Prior experience in property technology (proptech) or property management is a strong plus.
Bachelor’s degree in business, marketing, engineering, or a related field preferred.

Responsibilities

Own top-down responsibility for the success of key and enterprise accounts within assigned property management systems (PMS), including performance, relationships, retention, and growth.
Directly manage a portfolio of customer accounts while supporting team ownership of top accounts within their respective PMS responsibilities.
Own and oversee the onboarding process for accounts in assigned channels, including the primary channel and secondary channels as needed.
Partner closely with Sales by PMS to ensure smooth customer handoffs and ongoing alignment through weekly squad/pod meetings on pipeline, account status, and growth opportunities.
Monitor customer usage and health through dashboards and reporting to identify trends, risks, and adoption blockers, and drive solutions in collaboration with Product, R&D, and external partners.
Track product flavors and version rollouts within assigned channels to ensure customers are enabled on the appropriate configurations.
Lead and support a team of Customer Success Managers and adjacent roles, setting standards for account management, onboarding, and customer engagement.
Conduct regular pipeline reviews, account planning sessions, and call reviews to ensure consistency and quality across the team.
Act as the internal voice of the customer, sharing insights and feedback across Sales, Product, Marketing, Data, and R&D.
Contribute to customer success stories, case studies, and referrals.

Benefits

Competitive base salary and bonus structure
Stock options
Multiple Health, Dental, and Vision plans that begin on day one
Remote office expense reimbursement
Generous PTO and holiday schedule
Commuter benefits
Life insurance
Quarterly team kickoffs and other team outings
Amazing offices in NYC and Tel Aviv
A chance to work with incredible teammates that are super bright, creative, talented, and passionate