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Strategic Customer Success Manager
2 months ago
Position Summary
Are you recognized as a "people person" or the go-to individual for advice? Do you enjoy innovative thinking to enhance user engagement? If you thrive on guiding clients through a smooth onboarding process, educating them on new product features, translating data into measurable outcomes, and fostering strong relationships, this role may be ideal for you.
As a Senior Client Success Manager, you will play a crucial role within our Customer Success team. You will act as the primary business liaison for our clients, ensuring they receive exceptional value from our solutions.
Key Responsibilities
- Lead the onboarding process for our top-tier clients, establishing a foundation for product adoption and advocacy.
- Drive strategic initiatives and improve processes within the team.
- Develop and refine enterprise engagement strategies and playbooks.
Your role will involve managing client relationships as a trusted advisor, continuously reinforcing our value proposition with key stakeholders.
- Track customer progress and adoption to identify those needing additional support.
- Utilize our customer success tools to monitor health metrics, conduct regular business reviews, and identify growth opportunities.
- Provide education on our platform and equip clients with the necessary training and resources.
- Oversee client-specific projects, ensuring timely responses to inquiries and ongoing support.
- Identify potential account risks and create mitigation strategies, collaborating with internal teams to resolve issues.
- Act as the 'voice of the customer' to provide feedback for enhancing our services.
- Work with the integrations team to organize data and submit technical requests.
- Collaborate with internal departments to analyze trends and develop relevant training materials.
- Become proficient in our platform and industry best practices.
- Identify areas for process improvement and document solutions to enhance the scalability of our Customer Success team.
Qualifications
- Empathy: Ability to understand and anticipate client needs.
- Humility: Open to feedback and alternative approaches.
- Strong Communication Skills: Comfortable engaging with various stakeholders, including executives.
- Adaptability: Capable of making decisions amidst uncertainty.
- Experience: Minimum of 5 years in Client Success or Account Management.
- Familiarity with SaaS or enterprise software environments.
Preferred Qualifications
- Experience in technical account management.
- Knowledge of the real estate industry.
- Background in a SaaS startup environment.
- Familiarity with CRM tools such as Salesforce or Gainsight.
About Updater
Updater simplifies the moving process for millions of households each year. Our platform enables users to easily forward mail, transfer utilities, and connect essential services. We partner with leading real estate companies to deliver a seamless moving experience.
Updater is committed to being an equal opportunity employer, considering all qualified applicants regardless of various protected statuses. We encourage individuals with disabilities or special needs to inform us for necessary accommodations.
Benefits: We offer a comprehensive benefits package for this full-time position, including medical, dental, and vision insurance, unlimited PTO, stock options, and more.
