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Lead Enterprise Customer Success Strategist

2 months ago

New York, New York, United States Updater Full time
Job Overview

Join Our Team

Are you recognized as a "people person" and often sought after for your insights? Do you enjoy innovative thinking to enhance user engagement? If you thrive on guiding clients through a smooth onboarding journey, educating them on new product features, translating data into tangible benefits, and fostering outstanding relationships, this role may be ideal for you.

As a Senior Client Success Manager for Enterprises, you will be an integral part of our Client Success team. You will act as the primary business liaison for our clients, specifically focusing on the HomeSafe Connect Applications. Your role will encompass guiding clients through the onboarding process, advising on best practices, and ensuring they derive maximum value from our offerings.

Key Responsibilities
  • Facilitate the onboarding of our premier clients with the HomeSafe Connect solution, laying the groundwork for user adoption and advocacy.
  • Lead initiatives within the team to enhance strategies and improve processes.
  • Develop, test, and refine enterprise engagement strategies and playbooks.

Effectively manage client relationships by serving as a trusted advisor, consistently reinforcing our value proposition with key stakeholders and executive sponsors.

  • Track customer progress throughout their journey and identify those needing additional support.
  • Utilize our Customer Success tools to monitor health metrics, conduct regular business reviews, celebrate successes, and pinpoint growth opportunities.
  • Educate clients on the Updater platform, equipping them with the necessary training and resources to empower their teams.
  • Oversee and track progress on client-specific projects to help them achieve their objectives, providing timely support for their inquiries.
  • Proactively identify potential account risks and devise mitigation strategies, collaborating with internal teams to resolve issues using Updater's resources.
  • Act as the 'voice of the customer' by providing feedback on how we can enhance our services to maximize client value.
  • Work alongside our integrations team to organize data sets and submit technical requests.
  • Collaborate with internal departments, including Support, Product, and Training, to analyze trends and create relevant training materials, while managing feature requests.
  • Become a subject matter expert on our platform and best practices.
  • Identify areas for process improvement, documenting solutions to build a scalable framework for our Customer Success team.
Qualifications
  • Empathy: You strive to understand your clients' perspectives to anticipate their needs.
  • Humility: You are open to feedback and willing to consider alternative approaches.
  • Strong Communication Skills: You are comfortable engaging with various stakeholders, including VPs and C-level executives.
  • Comfort with Ambiguity: You can navigate uncertainty and make informed decisions based on available information.
  • Client-Facing Experience: A minimum of 5 years in Client Success or Account Management.
  • Experience working with senior executives within your client portfolio.
  • Background in SaaS or enterprise software environments.
Preferred Qualifications
  • Experience in technical account management.
  • Familiarity with the Real Estate industry.
  • Experience in a SaaS startup environment.
  • Knowledge of Salesforce, CRM, or Gainsight.

About Updater

Updater simplifies the moving process for millions of households each year. Our platform allows users to effortlessly forward mail, transfer utilities, and connect essential services. Leading real estate companies across the United States rely on Updater's innovative solutions to enhance their clients' moving experiences.

Updater is committed to being an equal opportunity employer, considering all qualified applicants without regard to various protected statuses. We encourage individuals with disabilities or special needs to reach out for accommodations.

Benefits

The Company offers a comprehensive benefits package for this full-time position, subject to eligibility requirements:

  • Medical, Dental, and Vision Insurance
  • Unlimited Paid Time Off
  • Thirteen paid company holidays annually
  • Updater Stock Options
  • 401(k) Plan
  • Commuter Benefits
  • Personal Wellbeing Subsidy
  • New Hire Subsidy
  • One Medical Membership
  • Short-Term Disability Insurance
  • Supplemental Life Insurance
  • Parental Leave for Primary Caregivers