Partner Success Manager (North Region)

AirGarage•San Francisco, CA

19h•Remote

About The Position

AirGarage is on a mission to bring real estate online, starting with parking. We replace broken parking machines, fragmented software, and manual, labor-intensive operations with a unified, data-rich operating system for parking real estate. We handle everything it takes to run and optimize a parking asset: payments, dynamic pricing, enforcement, license plate recognition, analytics, and more. By building all of our technology in-house, we are able to deliver a magical experience for drivers while providing real-time visibility and revenue increases of 20-50% or more for real estate owners. That’s why national real‑estate leaders like Hines and Greystar, as well as technology companies like Meta, partner with AirGarage to optimize their parking facilities. AirGarage uses datapoints like real-time occupancy, local events, weather, driver behavior, competitor pricing, and more to bring true intelligence to real estate owners’ assets for the first time. We’re investing aggressively to make the physical world legible to a digital system: cameras, sensors, and software that generate a firehose of real-time data about the world around us. That data fuels models and algorithms that allow us to optimize performance at each property while giving owners the clarity and control they’ve never had before. Before you can optimize an asset, you need to observe it. Before you can observe it, you need to bring it online. We are starting with the $131 billion US parking real estate market because it is one of the most offline and mismanaged commercial real estate asset types. 26% of the land area in the median American urban core is dedicated to parking. We are backed by top tier investors including Headline Growth, Andreessen Horowitz, Floodgate, Founders Fund, Abstract Ventures, and angel investors who have founded or worked at companies like Uber, Opendoor, Flexport, and more. As a Customer (Partner) Success Manager, you will be responsible for owning relationships with a portfolio of parking facility owners and the tenants of their facilities. At a high level, the primary functions of the role can be broken down into 3 categories: Serve as a proactive asset manager for your portfolio of parking facilities, identifying and executing on opportunities to grow revenue, improve performance, and maximize returns for our property owner partners. Manage the day-to-day relationship with facility owners, tenants, retailers, and drivers that use the parking facilities in order to ensure a successful long-term relationship. Work closely with your regional General Manager and the rest of the operations team to make sure customer needs are met and our facilities are running smoothly. This is an individual contributor position. The Partner Success Manager will also be required to work cross-functionally with our Product, Sales, Data, and Field Operations teams. There will be occasional travel to meet with customers or to assist with launch day activities, but it will not exceed more than 10% of your time (unless you prefer to travel more often!).

Requirements

Live in our North region (DE, NJ, PA, NY, CT, RI, MA, NH, VT, ME, OH, MI, WV, IN, IL, WI, KY, MN, IA, MO)
3-5+ years of experience in operations, consulting, customer success or account management role, preferably in a SaaS, Real Estate, or other technology company.
Proven track record of managing and growing SMB, Mid-Market, or Enterprise customer accounts.
To be a self starter with strong problem-solving skills and the ability to think strategically about customer needs and solutions. You will need to be thinking constantly about how to solve customer problems and how we can improve.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers at all levels.
Top-tier organization ability so that no customer request ever slips through the cracks.
Experience working with cross-functional teams, including sales, product, and engineering.
A proactive, customer-obsessed mindset with a focus on delivering exceptional customer experiences.
People skills that enable you to quickly adapt your style based on the customer you are working with. Our customers range from individual land lords with a single parking facility in the rural midwest to real estate private equity firms with multi-billion dollar portfolios across the USA. Each customer requires a different communication style.

Responsibilities

Build and maintain strong relationships with our customers, acting as their primary point of contact and trusted advisor.
Understand customers' business objectives and help them leverage our solutions to achieve these goals. Some of our customers are focused on maximizing their revenue, others just want to keep their tenants happy, you will need to figure out what is most important to each customer and determine how to help them achieve their goals.
Manage the customer handoff from the Onboarding team to the Regional Operations team as new parking facilities go live with AirGarage. You will be their guide as they get used to working with us and you will be responsible for ensuring they meet their goals and have a successful partnership with AirGarage.
Proactively monitor customer health and consistently engage with customers to ensure their success and satisfaction.
Develop and deliver Quarterly Business Reviews to customers, showcasing the value and impact AirGarage is driving for them.
Gather customer feedback and insights to inform product development and improvement - many of the ideas for features we’ve built came directly from our customer success team’s conversations with our Customers.
Triage partner requests and work with the relevant teams (engineering, operations, sales) to ensure that we address their needs in a timely fashion.
Proactively keep our partners informed of issues that arise in their parking facilities.
Respond in a timely fashion to every customer inquiry. We strive to respond to phone calls, texts, and emails at the very latest same day to at least acknowledge that we are working on answering their question or concern.
Help partners troubleshoot product related bugs or operational concerns. Many of our customers are not digital natives and you will often need to investigative to get to the root of the problem with them.
Keep an eye out for opportunities for us to expand our existing partnerships with customers when and where appropriate.

Benefits

Competitive salary and benefits including unlimited PTO, health / dental / vision insurance, 401k, and more.
A lot of room to grow -- the operations team will be orders of magnitude larger within a few years, and you’ll be the foundation of that team.
Work closely with our founders, leadership team, and CEO to drive strategy and execute on key initiatives.
The opportunity to change the way that the world thinks about real estate use in our cities.
A diverse team -- we are currently 35%+ female and 30%+ non-white and we hope to continue hiring thoughtfully to build a team that represents the fact that our customers come from all walks of life.
Equity: Have a stake in the business that you’re helping to build and grow.
Work remotely: Live and work wherever you like! We believe in folks working where they are happiest and most productive. We currently hire teammates that are located anywhere within North America.
Health insurance: We offer health insurance and currently cover 85% of the cost of medical, dental, and vision plans for the primary employee and 50% of the cost of plans for dependents.
Parental Leave: We offer 12 weeks of fully paid parental leave to all parents to bond with a newly born, adopted, or fostered child. The 12 weeks can be taken as a continuous leave or intermittently over the first 18 months of the child's life.
Home office setup: Get a laptop + additional equipment needed to set you up for success.
Time to recharge: We have an unlimited PTO policy with a minimum requirement of 10 days per year.
401k: Make financial planning right for you with a 401k retirement savings program.
Team Off-sites: ~2 times per year our team comes together for a full week in places like Tahoe, Puerto Vallarta, San Diego, Park City, and Austin.
BookGarage: Our team loves to learn and grow together, so join us for our optional recurring book club.
Room to grow: Our team will be orders of magnitude larger within a few years; as a part of our foundational team, you'll have opportunities to grow with us.
Transform our cities: The opportunity to change the way that the world thinks about real estate use in our cities.
Work with a diverse team: At AirGarage, we've always been committed to building a thriving team that represents the communities we serve. Our team is currently 40% female and 30%+ from underrepresented communities.