Impact You'll Make
Within 1 month:
- Fully onboarded and comfortable navigating Homebot’s product and explaining it to customers
- Build trust and set expectations with enterprise customers at all levels (from loan officers to execs)
- Communicate key metrics and product updates to key stakeholders of assigned accounts
Within 3 months:
- Operationally independent with a full book of business
- Develop strong understanding of Homebot’s tech stack (Salesforce, Sigma/Tableau, etc.)
- Own customer training and enablement through live sessions, webinars, and ongoing education
- Act as primary escalation point for accounts, including adoption, compliance, and churn-related conversations
Within 6 months:
- Coordinate and present business reviews with key decision-makers and executive sponsors
- Proactively manage customer health, identifying risks and opportunities early
- Advocate for customers internally while balancing business needs and priorities
Within 1 year:
- Retain and grow book of business by building long-term, trusted customer relationships
- Mitigate churn risk and support renewal and expansion conversations
- Know customers’ health metrics inside and out and use data to guide strategy
- Contribute to scalable Customer Success processes and improvements
Within 2 years:
- Successfully renew multiple enterprise contracts by planning ahead and navigating complex conversations
- Maintain on-target ARR retention goals with clear documentation of renewals and any contraction
- Manage $2M+ in ARR
- Own at least one cross-functional initiative as the Customer Success stakeholder
Who You'll Collaborate With
- Reports to the Director of Customer Success
- Works closely with Customer Support, Sales, Product, and Implementation teams
- Part of a team of Customer Success Managers
What You Bring
Experience & Expertise
- 2+ years of experience managing customers in high-volume or enterprise environments
- Proven success owning renewal conversations and driving retention
- Experience working with professional corporate teams and executive stakeholders
- Strong organizational and strategic thinking skills, including account planning
- Ability to lead results-driven meetings such as QBRs and executive check-ins
Communication
- Strong written and verbal communication skills
- Ability to explain technical concepts to technical and non-technical audiences
- Proactive communicator who keeps internal partners informed and aligned
- Comfortable navigating challenging conversations with confidence and empathy
Problem Solving
- Ability to analyze complex situations and identify practical solutions
- Resourceful and collaborative when solving customer or process challenges
- Data-driven decision maker who balances customer value with business impact
Bonus Points
- Expert in Real Estate and/or Mortgage Lending and the different stakeholders involved with homeownership
- Experience as a Customer Success Manager or Account Manager
- SaaS and/or start-up experience
Characteristics of a Homebot Customer Success Manager
- Humble, hard-working, and motivated who thrives in an empowered environment
- Collaborative, gritty, and resourceful - willing to help with any tasks from technical tickets to leading a virtual customer presentation
- Confident, adaptable self-starter who thrives in a fast-paced environment
- Strong written and verbal communication skills; knows when to pick up the phone, handle executive decisions, and work through difficult client scenarios with grace
- Friendly and positive attitude through chaos, change, and new company and product developments
- Patient, friendly, and direct when necessary
Must be located in Denver, CO.
Compensation
- Annual targeted base salary range of $85,000 - $105,000
- Eligible for bonus and Equity Appreciation Rights (Stock Units)
- Comprehensive benefits including 401(k) match, flexible PTO, parental leave, medical/dental/vision, and more