Senior Customer Success Manager

1 month ago

Madison, United States Rentable Full time
Job DescriptionJob Description

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 product and a competitive intelligence software - ApartmentIQ, both with high 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 a Senior Customer Success Manager for our ApartmentIQ product, you'll play a pivotal role in driving customer relationships that promote growth and retention. You will work closely with customers to increase customer adoption, identify, and close opportunities for growth. You will also own the renewal and work with cross-functional stakeholders to minimize churn within your book of business. To be successful, you must have an in-depth knowledge of company products, services, partner integrations, and client business practices and possess effective communication skills. A genuine desire to understand the client's business and provide value through actionable insight is expected in this critical role.

Responsibilities:

  • Proactively manage a portfolio of primarily mid-market & some enterprise customers.
  • Identify and close opportunities for growth.
  • Identify and work cross-functionality to remediate clients at risk.
  • Develop and build strong relationships with key customer stakeholders.
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
  • Provide a high level of actionable insight and data analysis to your customers.
  • Provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
  • Demonstrate an increasing level of knowledge and comprehension of Rentable products.
  • Accurately document and update client records, notes, and interactions (Salesforce, Gainsight, Asana, etc).
  • Ensure compliance with Rentable best practices while following policies and procedures
  • Consistently meets OKRs and KPIs as communicated by your manager.

Qualifications:

  • Experience in a client-facing success role (2+ years)
  • Business savvy with a consultative, problem-solving, approach
  • Experience with CRM systems and willing to learn Salesforce and Gainsight (or similar systems)
  • Ability to work in a fast-paced, team-centered work environment
  • Technical aptitude and ability to identify alternative solutions to customer issues
  • Ability to handle multiple, critical, high-priority issues with a sense of urgency
  • Proficiency with Google Suite Products
  • Strong communication skills – verbal, written, interpersonal with strong active listening skills
  • Ability to demonstrate effective problem-solving skills and strong client orientation
  • Detail-oriented and dependable, with a positive and inquisitive attitude
  • Exhibit a high degree of self-motivation, drive, and a proactive nature
  • Bachelor's degree preferred but not required

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.

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