Senior Scaled Customer Success Manager

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Has anyone ever told you that you’re a “people person” or their go-to for advice? Do you love thinking outside of the box to increase user adoption? Do you crave the responsibilities of guiding clients through a seamless onboarding experience, educating them on exciting (and frequent) new product features, translating data into ROI, advising clients on best practices, and building exceptional relationships? Well, then we've got the perfect role for you! 

As a Senior Scaled Customer Success Manager, you’ll be a valued member of our MoveHQ Success team.  You’ll be responsible for guiding our SMB/Mid Market customer cohorts through the automated onboarding, advising them on best practices at scale, and, ultimately, achieving excellent value.  This role requires a strategic mindset, excellent communication skills, and the ability to collaborate effectively across various teams to deliver value to our clients.

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As the leader in revolutionizing how Americans move from one home to another, the Updater team gets pretty busy. We are making technology so good that you won't move without it and out of the 12 million Americans who moved last year, 25% of them interacted with our technology; so we are busy!

About the Role

• Onboard new client cohorts with the Updater solution 
• Develop, test, and iterate on scaled playbooks and engagement strategies
• Monitor and track customer cohort progress in the customer journey and adoption in order to identify customers that require additional engagement
• Host and facilitate one-to-many training sessions and workshops to ensure customers have a comprehensive understanding of our product.
• Leverage one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses and engage with customers as-needed at critical points in the customer journey to ensure adoption
• Successfully manage clients by serving as the trusted advisor and expand the client relationship
• Identify trends for common customer challenges and behaviors and actively develop ways to address them at scale 
• Monitor health metrics and log interactions using CS platform, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references and case studies. 
• Navigate through ambiguity as we continue to build and refine the scaled customer success segment
• Project manage and track progress on scaled projects internally that you own. 
• Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools.
• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives
• Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team.
• Function as the Voice Of the Customer for the Scaled Cohort of Customers 

About You

• Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs
• Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to alternate way of doing things
• Strong communication: you're comfortable talking and presenting with various stakeholders including VPs, C-level execs, and on-site teams in the property management space
• Comfortable with Ambiguity: you can effectively cope with uncertainty and make decisions on the basis of the information you have, even if that isn’t the whole picture
• Client-facing experience: 5+ years in Client Success and/or Account Management
• Experience Building a Scaled CS Program 
• Experience working with VP and C-level execs within your book of business
• Experience working within a SaaS or enterprise software-related field

Bonus Points For

• Technical account management experience
• Familiarity in the Moving space 
• Saas start-up experience 
• Salesforce/CRM 
• Digital Adoption, DAP, (Pendo, Gainsight PX, WalkMe, Whatfix), HTML, CSS, JQuery, MS Word, Excel, PowerPoint 
• Quantitative analysis experience

This posting is anticipated to remain open until October 12th, 2024. The new hire salary range for this position is $98,679 to $140,970 annually. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.