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

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.

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.

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.

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.

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.

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.

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.