Customer Success Manager

We're on a mission to empower companies to thrive and employees to love their work lives. Codi creates the office solution designed for the way people work today, with hospitality at its core. WFH is lonely, coworking doesn't build your company culture, and brokers offering multi-year leases give you headaches. We built Codi to break the status quo.

Within weeks (not months), companies have access to turnkey office hubs where they want, when they want - whether that's for one day a week, or full-time - and fully managed by Codi. We're simply the fastest, easiest, and most flexible office space partner. More than a space provider, Codi becomes a company's growth partner, adapting their spaces to the team culture and growth needs.

We're growing incredibly quickly and need a customer-obsessed individual who breathes hospitality, workplace culture, startup, real-estate, and customer delight to onboard, manage and grow our clients based in the San Francisco Bay Area.

Who Are You?

• You're a self starter.
• Challenges entertain you.
• You're obsessed with customer delight and hospitality.
• You've got a lot of hustle.
• You execute better and faster than anyone.
• You are a problem solver.
• You focus on impact and achieve desired results.
• You're creative.

Unfortunately

We will *not* be a good fit for you if: Politics and drama entertain you. You enjoy the structured corporate world. You'd rather avoid human interactions. You're not especially creative or innovative.

Responsibilities

At Codi, we think of our clients as our #1 priority and hospitality is at the core of our service. Their success is our success. You will essentially be viewed as the owner of client satisfaction in the San Francisco Bay Area, with success translating to long-term retention and growth of client accounts. Your role will involve account management as well as driving the customer success org.

• You'll become clients' best friend at Codi. You'll establish and maintain proactive communication with key stakeholders through strategic and recurring follow-ups.
• You'll own and manage all client accounts in the San Francisco Bay Area.
• You'll build trust, rapport, and credibility with key client stakeholders in order to expand client engagement and drive long-term growth. You'll be the first one to know what the client is thinking in terms of headcount growth, relocation, or expansion/downsizing.
• You'll be the internal advocate for client needs, always fighting for the end-users!
• You'll own client onboarding and will be the key stakeholder for the client's Day 1 experience, collaborating with Sales, Real-Estate, and Operations to ensure smooth access, furniture & music setup, and that the rest of the space is setup according to our Codi Standards and their contract.
• You always have a clear understanding of the current client experience throughout the Codi spaces, by regularly collecting data points through user interviews, surveys, reviews, or just anecdotal feedback. You'll maintain strong attention to detail, ensuring timely resolutions and tracking for account protocols. You'll be the escalation point of contact for support issues.
• You'll be the experience and hospitality "guru", proactively driving new initiatives to wow clients on their first day and beyond, while increasing overall client retention and satisfaction, based on qualitative or quantitative data. You'll celebrate our clients and their milestones.
• You'll proactively work with Product to strengthen our office-as-a-service platform based on clients' input.
• You'll proactively collaborate cross-functionally (Sales, Operations, Real-Estate, Design, Marketing) in order to eliminate roadblocks and create a clear pathway for long-term growth.
• You'll partner with marketing on local events that benefit our clients (invitations, speaking, presentations, hosting, etc). You'll map location-specific use cases, requirements, success metrics to the client's key business objectives.
• You'll provide in-person tours to high-value prospects or clients for our Offsites product.
• Your key metrics are logo retention, revenue retention, and account net promoter score.
• You'll report to the Head of Customer Success.

Requirements

• Located in the SF Bay area, spending 2-3 days per week in Codi spaces and with Codi clients.

• Bachelor's degree with 3+ years experience in a client-facing role. Tech, real estate, and hospitality experience a plus.
• Experience working in a B2B, post-sales role.
• Proven capacity to effectively manage multiple projects with a strong attention to detail.
• Demonstrated ability to work cross-functionally to solve individual client needs and to enhance the overall Codi experience.
• A willingness to embrace uncertainty, engage in experimentation, and learn fast from mistakes.
• Great communication skills and an ability to rapidly communicate through a variety of channels including, email, phone, in person, and text.
• Proficient with various technologies and business enablement tools: Hubspot, Slack, Monday, Front, Google, and others.
• A passion for the future of work, urban innovation, hospitality, real-estate, and/or marketplaces.

Benefits

• Work from SF in a hybrid setting (in person 2-3 days/week)
• Annual base salary: $95k-115k + equity grant
• Healthcare: 100% coverage for you and your dependents
• Home-office stipend
• Unlimited Codi access
• Professional coaching
• Company offsites (2-3x/year)
• Grow with the company
• Work directly with the founders and executive team