Senior Customer Success Manager

The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally and the face of Findigs externally. Beyond day-to-day support our team’s insights are the foundation for customer retention product strategy and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product Engineering and Sales teams to build a best-in-class customer experience.

This position is NYC-based with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area we are also open to considering remote candidates on the East or West Coast.

Please note we are unable to sponsor or take over sponsorship of an employment visa at this time.

Where you will make an impact:

• Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients ensuring they achieve their business outcomes using the Findigs platform.
• Develop and execute strategic account plans that drive platform adoption retention and expansion opportunities within your portfolio.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value share insights and align on future goals.
• Proactively monitor account health and product usage to identify and mitigate risks while also uncovering opportunities for growth and expansion.
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
• Act as the voice of the customer translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
• Contribute to scaling and refining our customer success practice by helping define playbooks processes and best practices for our enterprise segment.
• Navigate and resolve complex client escalations with a sense of urgency collaborating with internal teams to ensure timely and effective resolution.
• Mentor and guide members of the Customer Success team sharing your expertise in enterprise account management.

We’d love to hear from you if you have:

• 7+ years of experience in a customer-facing role with a strong focus on managing a portfolio of large complex enterprise accounts in a B2B SaaS environment.
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders. A track record of driving product adoption managing renewals and identifying expansion opportunities within a client base.
• Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
• Deep understanding of customer success principles methodologies and best practices.
• Experience with CRM and customer success platforms (e.g. Salesforce HubSpot Gainsight).Strong analytical and problem-solving skills with the ability to navigate ambiguous complex client situations.
• Willingness to embrace the unstructured fast-paced environment of a high-growth startup.
• Strong communication skills including the ability to translate complex technical issues.

Nice-to-haves:

• Prior startup experience.
• Experience in Proptech or Fintech.

What we offer:

• Location: We operate on a hybrid schedule (3-4x times in-office per week) with in-office days at our newly renovated NoHo office. 
• Mission-Driven Culture: A collaborative high-impact workplace where we challenge each other to grow innovate and drive meaningful change.
• Competitive Compensation: Competitive OTE + Pre-IPO equity. 
• Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy allowing you to take the time you need to rest and recharge. We also observe all company holidays.
• Wellness Perks: Health benefits 401(k) matching up to 4% monthly gym stipend and lunch provided every day.

What We Do

Our all-in-one rental ecosystem establishes airtight trust between property managers and residents unlocking a fast and fair experience for all. We build advanced tools and intuitive experiences to serve all sides of the rental equation: helping property managers grow their communities safely and simplifying the path home for renters all across the US.

Why Work With Us

We are an incredibly passionate and dynamic group of folks. Our mission is our north star where we make renting work for all us to support every path and simplify the way forward. We make sure our team feels heard by providing various opportunities for our employees to share feedback.

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