Customer Success Manager

Be a Game-Changer in the World of Commercial Real Estate!

Ready to revolutionize the commercial real estate tech industry while staying right at home? As a Customer Success Manager, you'll become the key player in helping property professionals worldwide unlock the full potential of innovative cloud-based solutions. Your mission: reduce churn, drive feature adoption, and deliver impactful customer engagement—all while reshaping how properties are managed globally. From running high-impact training sessions to launching targeted campaigns, you’ll be at the heart of customer success. This role isn’t just another step in your career—it’s the opportunity to elevate both clients and yourself in a fast-evolving, tech-driven industry!

The Details on Your Next Big Opportunity

Delivering Client Wins: What You'll Be Doing

Adoption and Churn Reduction

• Leverage the Customer Health Score tool to proactively identify and engage customers with low health scores or recent declines, facilitating increased system adoption and mitigating churn risk early.
  
• Engage customers who have submitted product feedback by providing updates on development progress and upcoming features, promoting early adoption and reducing churn potential.
  
• Highlight new or underutilized system features and offer solutions to common challenges, delivered at scale to specific customer cohorts.
  
• Engage high-health scoring customers to introduce new product features and explore opportunities for increased system utilization, upgrades, and upsells through Account Management.
  

Customer Engagement

• Organize targeted campaigns for specific customer cohorts through scalable approaches such as webinars, video content, email campaigns, and workshops, while setting metrics for success and conducting progress reviews to sustain engagement and gather feedback for improvement.
  
• Conduct consultations to provide support for clients needing additional assistance, either in group formats or individually.
  
• Collaborate with team members to facilitate training sessions and product demonstrations.
  

Training and Education

• Lead and coordinate educational workshops, webinars, and training sessions designed to enhance system understanding, increase adoption, and improve product utilization.
  
• Support trainers in developing and refining training materials, including guides, distribution content, and video tutorials, tailored to various learning styles and customer needs across different locations.
  

Develop Best-in-Class Customer Success Practices

• Develop a framework for best-in-class customer success by creating templates and procedures to optimize the customer experience.
  
• Gather and communicate customer feedback to ensure a focus on the customer’s voice and drive continuous improvement in processes and service delivery.
  

Requirements

What it Takes to Be the Next Success Manager

• Strong analytical and problem-solving skills
  
• Excellent communication skills with the ability to explain complex technical concepts simply
  
• Commercial acumen and financial literacy
  
• Property management experience
  

Benefits