Director, Customer Success

We’re Changing the Rentals Industry

We’re a profitable, growth-stage company building industry-leading martech and data SaaS products for the rentals industry. While originally known for building and operating one of the U.S.’s largest rental marketplaces - Rentable, we recently launched a martech product and a competitive intelligence software - ApartmentIQ, both with high growth rates.

We’re a 100% remote team of 90 spread across the U.S. from coast to coast. We operate on a strict no a**holes policy, and are proud to have built a community of highly performant people that take our work seriously, but not ourselves.

While we’ve raised $30MM+ to date from some of the world’s best investors, we’re profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital. 

If you like the idea of joining an industry-changing company made up of people who genuinely like each other, Rentable could be a great fit for you.

The Role

As the Director of Customer Success, you'll play a pivotal role in driving a seamless experience for our customers and the Customer Success team. You will work closely with the leadership team to implement account growth and retention strategies within the team. You will be expected to help coach and develop the team as well as creating and managing customer relationships, monitoring account health, securing the renewal, and driving growth and expansion opportunities. You will work closely with our customers and our team to gain insight into the unique objectives and challenges and you’ll craft personalized responses and plans that cater to varying levels of needs from our customers. 

You will be responsible for ensuring our customers and the team are successful in using our software and platform and achieving their business objectives. You will have a passion for customer success and a proven track record of achieving revenue targets.

Responsibilities:

• Coach your team and model how to build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform
• Educate your team on multifamily real estate (MFR) team needs and buying decisions
• Develop deep, multi-threaded relationships with decision-makers of your customers
• Drive spend across your team’s book of business through retention, expansions, and overall growth strategies
• Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases
• Ensure customer data is accurate and up-to-date in our CRM system
• Guide the team through the regular business review process with customers to ensure customers are achieving their desired outcomes
• Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap and customer communication strategy  
• Enhance the customer experience and drive efficiencies throughout the account lifecycle

Qualifications:

• 7+ years of customer success, account management, or sales experience required
• 4+ years of supervisory or management experience required
• Proven performance in hitting monthly goals & KPIs
• Proven ability to coach up and enable others
• Demonstrated excellence in creating exceptional customer experiences
• Expert communication skills with leadership and customers 
• Strong organizational skills to manage concurrent projects and conversations
• Ability to navigate complex relationships to accelerate product adoption and expansion, and seek opportunities for growth
• Ability to problem-solve, be creative, and drive customer retention
• Self-driven and independent; you thrive without constant supervision
• A collaborative team player who contributes to the collective success
• Agility in adapting to new scenarios and learning on the go

Why Rentable:

• 100% remote workplace
• Competitive Compensation
• Flexible Time Off
• Medical, Dental, and Vision Insurance
• 100% paid Short-Term Disability, Long-Term Disability, and Life Insurance program
• 401k Program
• No A**hole policy

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter. 
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We want to alert you to potential recruiting scams targeting job seekers. Please note that our company will never request payment, personal information, or any confidential details during the interview process.