Customer Success Manager

Neighbor•Lehi, UT

10d•Hybrid

About The Position

Neighbor is seeking a Customer Success Manager to build out its post-sale account management function and processes. The role is responsible for onboarding, managing, and expanding commercial supply partnerships, including parking operators and national real estate portfolios such as large REITs. The Customer Success Manager will identify and optimize partnerships to increase revenue, partner engagement, and satisfaction, working in a fast-paced and ambiguous startup environment. The role collaborates closely with Sales, Customer Support, Product, Marketing, and Engineering. The position is based at Neighbor’s Lehi, Utah headquarters and uses a hybrid work model, with work from home every Monday.

Requirements

Demonstrated success identifying business opportunities for clients and increasing partner engagement and utilization of company products.
Excellent verbal and written communication skills.
Ability to use data analysis, reporting, and forecasting to guide business decisions.
Track record of building and cultivating relationships with internal and external stakeholders, collaborating to drive decisions, resolving conflicts, and ensuring follow-through.
Experience using analytical, account management, and productivity tools, including Domo, HubSpot, and Google Suite.
Comfort working in a fast-paced, ambiguous startup environment and a hands-on approach to solving problems.
Values social and human relationships and desires to relocate to and work from the Lehi, Utah headquarters.

Nice To Haves

Experience in commercial real estate, especially familiarity with large REITs and parking operators.

Responsibilities

Maximize commercial supply partner engagement on Neighbor’s platform, including prompt responses to inbound messages and renter requests.
Increase the number of Neighbor properties listed by commercial supply partners.
Maximize the number of Neighbor properties earning revenue for each commercial partnership.
Develop customer success processes that improve partner satisfaction and revenue generation.
Define success criteria and understand commercial partners’ business needs.
Help define and design tools, standard operating procedures, and processes.
Onboard commercial supply partners and conduct initial and regular partner check-ins.
Synthesize commercial partner feedback and recommend product improvements.
Serve as a strategic partner, proactively identifying opportunities across partners’ portfolios.
Work with the Neighbor demand team to place large commercial demand deals with commercial supply partners.
Analyze complex data sets and provide recommendations to clients.
Build relationships with key clients and identify ways to increase revenue with those partners.