Customer Success Manager

Neighbor•Lehi, UT

15h•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 with parking operators and national real estate portfolios, including large REITs. The Customer Success Manager will identify and optimize partnerships to maximize revenue, partner engagement, and satisfaction, and will work closely with Sales, Customer Support, Product, Marketing, and Engineering. The role suits someone comfortable developing, implementing, and iterating on strategies in an ambiguous, fast-paced startup environment.

Requirements

Demonstrated success identifying business opportunities for clients and increasing partner engagement and utilization of company products.
Experience using AI to automate processes at scale.
Ability to use data analysis, reporting, and forecasting to guide business decisions.
Track record of building and cultivating relationships with internal and external stakeholders, driving decisions collaboratively, 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 challenging problems.

Nice To Haves

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

Responsibilities

Maximize commercial supply partner engagement on the Neighbor platform, including fast responses to inbound messages and renter requests.
Increase the number of properties listed on Neighbor by commercial supply partners.
Maximize the number of Neighbor properties generating revenue for each commercial partnership.
Build customer success processes that optimize partner satisfaction and revenue generation.
Define success criteria and understand commercial partners’ business needs in a changing business environment.
Assist in defining and designing tools, standard operating procedures, and processes.
Onboard new commercial supply partners, including initial and regular check-ins.
Synthesize commercial partner feedback and recommend product improvements.
Serve as a strategic partner to commercial supply partners and proactively identify opportunities across their 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.
Establish relationships with key clients and identify ways to increase revenue with those partners.