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Customer Success Manager
4 months ago
We're Changing the Rentals Industry
We're a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.'s largest rental marketplaces - Rentable, we recently launched a martech and competitive intelligence software suite with strong growth rates.
We're a 100% remote team of 90 spread across the U.S. from coast to coast. We operate on a strict no a**holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves.
While we've raised $30MM+ to date from some of the world's best investors, we're profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital.
If you like the idea of joining an industry-changing company made up of people who genuinely like each other, Rentable could be a great fit for you.
The Role
As the Associate Customer Success Manager, you'll play an important role in driving a seamless experience for our customers. You will take ownership of creating and managing relationships, maintaining account health, upselling accounts, providing product feedback, and driving the customer renewal process all while being an advocate for our customers. Working closely with our customers, you will gain insight into their unique objectives and challenges, and you'll craft personalized responses and plans that cater to varying levels of needs from our customers.
You will be responsible for ensuring our customers are successful in using our software and platform and achieving their business objectives. You will have a passion for customer success and a proven track record of achieving revenue targets.
Responsibilities:
- Build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform
- Develop deep, multi-threaded relationships with decision-makers of your customers
- Drive spend across your book of business by collaborating with sales and identifying areas of opportunity
- Responsible for achieving retention targets within your assigned client base
- Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases
- Ensure customer data is accurate and up-to-date in our CRM system
- Conduct regular business reviews with customers to ensure they are achieving their desired outcomes
- Create and document client success plans for each of your assigned clients
- Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap & customer communication strategy that enhance the customer experience and drive efficiencies throughout the account lifecycle
- Though we are a remote workplace, our teams do travel to meet up several times per year in addition to our annual all-company retreat, Rentapalooza
Qualifications:
- A minimum of 1 year of account management or ads or reputation management sales experience
- Proven performance in hitting monthly benchmarks & metrics in previous positions
- Highly coachable, self-starter, with a growth mindset
- Demonstrated ability to create great customer experiences
- Strong communication skills with customers
- Strong organizational skills to manage concurrent projects and conversations
- Ability to navigate complex relationships to accelerate product adoption, and expansion and seek opportunities for growth
- Ability to problem-solve, be creative, and drive customer retention
- Self-driven and independent; you thrive without constant supervision
- A collaborative team player who contributes to the collective success
- Agility in adapting to new scenarios and learning on the go
Why Rentable:
- 100% remote workplace
- Competitive Compensation
- Stock Options
- Open Vacation Policy (you take vacation whenever you want)
- Medical, Dental, and Vision Insurance
- 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
- 401k Program
- No A**hole policy
If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
