Manager, Customer Success
About The Position
Today, we live in a world where everything has become convenient. Now you can get a ride anywhere, buy anything, and get an answer to your question with just a couple clicks on your phone. Convenience isn’t a luxury, it’s an expectation. So why not renting? It’s still a chore to get utilities set up, buy renters insurance, get air filters changed, handle pest control, and more. That’s why we’ve built the world’s first Resident Experience Platform that makes resident onboarding, resident services, and ancillary revenue effortless for property managers. We’re passionate about turning friction into triple win experiences for residents, investors, and managers. That way renting can be easy and rewarding for everyone. And now you can join us. Apply today to join 260+ passionate, creative people who strive to make a difference each day so residents, property managers, and investors all win. 🔥🔥🔥
Requirements
- 3+ years experience leading a 8+ person B2B Client Success Management team
- Proven Ability and track record of delivering unbeatable customer experiences
- Proven ability to establish milestones and keep all team members on task in a remote environment
- Experience analyzing and optimizing existing processes
- Experience with G-Suite, Salesforce, Gong, Totango (or similar CSM platform)
- Be available during your scheduled working hours and give your full attention to the completion of your Second Nature job duties
- Have a quiet, professional, distraction-free environment in which to complete your work
- Have access to your own reliable high-speed internet connection
- Attend our bi-annual in-person company meetings (Second Nature will reimburse the cost of your business travel per company guidelines)
Responsibilities
- Guide, inspire, and lead a team of 10 Client Success Managers.
- Guide your CSM team to deliver the highest level of customer service, partnering with Property Managers to exceed goals and deliver an unforgettable customer experience.
- Collaborate with senior leadership to establish clear retention goals and milestones for the CSM team while providing clear direction, mentoring, and leadership for your team.
- Work with your CSM team to establish clearly defined goals, KPIs and development plans
- Work with enablement team to create ongoing training programs to drive education, product knowledge and product updates
- Help the team set achievable targets; continuously review KPIs with team
- Conduct biannual performance reviews; provide constructive feedback through weekly one on ones
- Guide CSM team to ensure customer centricity during every customer touch
- Guide CSM team on upleveling account management and customer Impact Reviews
- Consistently monitor and proactively engage with disengaged customers to prevent potential churn
- Develop a deep understanding of the RBP and RXP benefits/value proposition
- Resolve technical escalations with support from Product & Engineering
- Run, analyze and share detailed reporting on account health, activations, and upsells.
- Identify trends and gaps; collaborate with the team to solve
- Management of crucial CSM team, responsible for customer retention; renewals; preventing churn; upselling; activations.
Benefits
- Medical, Dental, Vision, & Life Insurance
- 401K Plan
- Work Remotely from anywhere in the US
- Open PTO and sick days
- A supportive team to help you grow your career and unlock your full potential
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
