Strategic Customer Success Manager

2 weeks ago

New York, New York, United States Cortex Sustainability Intelligence Full time
Customer Success Manager

The Cortex Customer Success team works directly with our customers to define outcomes and deliver value through the adoption of our smart building analytics product. We are growing rapidly and looking for a Customer Success Manager (CSM) with a customer-first mentality that understands the value of cultivating relationships with our customers in order to drive business outcomes. You will engage with key decision-makers to drive adoption and customer retention. You will also work closely with our Sales and Product teams to manage the customer relationship across the entire customer journey. Experience in property management, commercial buildings, and/or commercial real estate property tech is highly desirable.

Who are we:

A Human-First organization that is passionate about creating the fastest and lowest-cost path to decarbonize buildings. Real estate is the single largest contributor to carbon emissions, with buildings and construction generating nearly 40% of global carbon emissions. As the wave of sustainability incentives and requirements sweep across the US and the world, buildings are going to be right in the middle of decarbonizing, and it's happening now.

Last year we helped our clients save over 23,000 tons of CO2, which is the equivalent of taking over 13,000 cars off the road. Unlike our competitors, we require no new sensors, and no equipment upgrades. On average we see an 11% reduction in CO2 emissions for our clients. We are serving clients in 10 markets, including Canada, and serve some of the biggest brands in the market, including Empire State Realty Trust and Silverstein Properties.

Key Responsibilities include:
  • Manage all post-sales activity for Cortex customers through strong relationships, expert product knowledge, strategic planning, and execution
  • Drive retention and product adoption by engaging directly with customers and highlighting opportunities to leverage our product features
  • Maintain a deep understanding of the product and lead conversations with customers to solve their relevant use cases and challenges
  • Meet with key stakeholders at all levels (engineering to c-suite) to obtain feedback and drive advocacy within organizations
  • Translate new ideas and insights into repeatable processes; create team playbooks, and identify and recommend tools to improve scalability
  • Be responsible for leading customer meetings, and partnering with sales and technical account managers, designed to achieve customer KPIs and position us for growth.
  • Manage and track customer health by the customer including basic analytical skills
  • Be responsible for the customer discovery process, along with sales, focused on customer growth and ability to get higher and wider in our customer's organization
  • Identify new opportunities and coordinate with sales on the hand-off process to chase down the opportunity(ies).
Drive key results:
  • Maintain "healthy" customers with high adoption rates of our software and growing revenue under management
  • Maintain a high Customer Satisfaction score
  • Through a positive customer experience and ongoing engagement, contribute to ensuring that Cortex maintains a 95+% customer renewal rate and 115%+ net dollar retention rate.
Qualifications:
  • Bachelor's Degree in related field with 5-7 years of relevant customer-facing experience managing multiple accounts.
  • Experience with a SaaS model business or high-growth startup is a plus.
  • You are able to travel locally and regionally to meet with current customers on a monthly or quarterly basis.
  • Broad knowledge in the commercial office, property management, and/or facility management space.
  • Ability to work closely with Sales and Product teams to understand customer needs and how to deliver exceptional value
  • Willing to become an expert with our product and work with customers to drive key objectives and business goals
Benefits:
  • Competitive compensation and equity
  • Access to 6 medical plans (Cortex covers 100% of the premiums for base plan)
  • Access to 3 dental plans (Cortex covers 100% of the premiums for base plan)
  • Access to 2 visions plans
  • Online mental health support through Talkspace
  • Access to Health Spending Account and Flexible Spending Account
  • Commuter benefits
  • Access to 401k plan
  • 12 paid holidays
  • Unlimited paid time off
Cortex provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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