Client Success Manager (CSM) - Storage Division (Future Openings)

Primary Responsibilities (All Levels)

• Own client relationships within the self-storage industry, acting as a strategic advisor to drive adoption and expansion.
• Conduct Business Reviews to reinforce the ROI of Storable's solutions and align on future strategies.
• Identify upsell and cross-sell opportunities based on business objectives and product fit.
• Monitor key client metrics, proactively addressing risks and implementing engagement strategies to improve retention.
• Serve as a subject matter expert (SME) on self-storage industry trends and best practices.
• Act as a liaison between clients and internal teams (Product, Engineering, Marketing) to advocate for feature enhancements.
• Utilize Client Success platforms (e.g., Vitally, Gong) and CRM tools to track engagement and develop data-driven recommendations.

Additional Responsibilities by Level

Client Success Manager (CSM)

• Manage a portfolio of standard to mid-market clients.
• Drive day-to-day adoption and engagement of Storable's solutions.
• Focus on proactive problem-solving and retention strategies.
• Collaborate with internal teams to enhance the client experience.

Senior Client Success Manager (Sr. CSM)

• Manage high-value or complex accounts, acting as a trusted advisor.
• Lead high-impact Executive Business Reviews, providing strategic insights and ROI assessments.
• Develop tailored success strategies that drive client expansion and operational efficiency.
• Mentor junior CSMs, sharing best practices and assisting in complex account situations.
• Partner with leadership on process improvements and contribute to evolving Storable's Client Success methodology.

Principal Client Success Manager (Principal CSM)

• Oversee Storable's largest and most complex clients, ensuring they achieve long-term business success and maximum ROI.
• Serve as a trusted executive advisor, influencing client leadership teams on operational strategies and technology adoption.
• Lead enterprise-level engagements, such as high-stakes business reviews and strategic planning discussions.
• Drive customer success innovation, collaborating with leadership to enhance engagement models and best practices.
• Mentor and coach senior and mid-level CSMs, fostering a culture of excellence.
• Represent Storable as an industry thought leader, participating in events, panels, and customer advisory boards.

Required Skills & Experience (All Levels)

• Strong relationship management and proactive engagement skills.
• Experience with Client Success platforms (e.g., Vitally, Gong) and CRM tools.
• Excellent communication and presentation skills, with the ability to lead discussions with key stakeholders.
• Ability to analyze client data, identify trends, and develop strategic action plans.
• Strong problem-solving mindset, with experience in consultative selling and business reviews.

Additional Requirements by Level

Client Success Manager (CSM)

• 2-4 years of experience in Client Success, Account Management, or a related role in SaaS or self-storage.
• Experience in managing mid-market client relationships.
• Strong organizational skills and ability to manage multiple accounts.

Senior Client Success Manager (Sr. CSM)

• 5+ years of experience in Client Success, Account Management, or a related role in the storage or SaaS industries.
• Proven success in delivering measurable business impact through strategic client relationships.
• Strong executive communication and presentation skills.
• Experience in mentoring and developing junior team members.

Principal Client Success Manager (Principal CSM)

• 10+ years of experience in enterprise-level Client Success or Strategic Account Management.
• Expertise in managing executive relationships and leading business transformation initiatives.
• Strong analytical skills, with the ability to interpret complex customer data and develop actionable insights.
• Experience in customer success innovation (automation, AI-driven engagement, predictive analytics).
• Proven ability to scale Client Success operations and contribute to company-wide strategies.

Preferred Skills & Experience

• Experience leading client success initiatives, such as retention programs, expansion planning, or customer advocacy.
• Deep expertise in the self-storage industry, including key metrics and operational challenges.
• Background in change management and business consulting for technology adoption.
• Willingness to travel as needed for client engagements and industry events.