Customer Success Manager | Housing
Owns strategic relationships with housing customers, drives product adoption, provides technical support, manages onboardings, and prevents churn by optimizing usage and gathering feedback for product teams. Requires 2+ years technical B2B SaaS experience managing $2.5M+ ARR book.
About the job
Key Responsibilities
- Become an expert in EliseAI's products - with a heavy focus on user workflows, integrations and how our products work together
- Understand our customer's business needs and goals, effectively communicate the AI's value ensuring successful adoption and utilization of our products
- Provide world-class support by taking ownership on customer issues - working closely with the Engineering, Product and Support teams to address and resolve client issues quickly
- Write documentation and host workshops on our product offerings to keep customers up-to-date with new features
- Drive adoption of new products and features and assist with the launch
- Partner with the implementation team to lead discovery into client goals and best practices to successfully project manage client onboardings
- Strategize with our sales team to build, own, and execute client success and engagement plans
- Review client reporting and usage metrics regularly to determine how to optimize your customers' performance
- Proactively identify underperforming customers and execute plans to improve the customer's success in order to prevent churn
- Act as a conduit between customers and internal teams, gathering customer feedback, documenting feature requests, and proving client insights to our Engineering and Product teams to enable continuous improvement of our product roadmap
Requirements
- 2+ years of technical B2B client-facing experience with a SaaS product
- Demonstrable ability to take ownership and accountability, and act on client objectives in a technical environment
- Strong written and verbal communication skills including the ability to communicate technical language to non-technical customers
- Ability to read and understand technical documentation and analyze data sets
- Currently manage a book of business of at least $2.5M ARR
- Must thrive in working in a fast-paced environment
- Ability to prioritize effectively and get things done
- Willingness to work in person at our office 4-5 days a week
Compensation & Benefits
- Salary range: $130,000 - $160,000 ($152,500 - $182,500 OTE)
- Equity in the company
- Medical, Dental and Vision premiums covered at 100%
- Fully paid parental leave
- Commuter benefits
- 401k benefits
- Fitness & home services stipend
- Unlimited vacation and paid holidays
- Relocation packages
Skills
SaaS, Customer Success, Account Management, Technical Support, Product Demos, Client Onboarding, Data Analysis, Reporting Metrics, Workshops, Documentation, Integrations, User Workflows
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