Senior Customer Success Manager

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 and competitive intelligence software suite with strong 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 

In this role, the Senior Customer Success Manager will play a pivotal role in driving customer relationships that promote growth and retention for our rapidly growing Marketing Automation Suite for multi-family owners and operators. Rentable’s flagship Google Business Pro product is the industry’s only source of daily, 100% automated, AI content generation for multifamily marketers to manage and optimize Google Business Profiles. 

As a Senior Customer Success Manager, you will work closely with customers to increase adoption and identify opportunities for growth within your book of business. You will also own the renewal process and work with cross-functional stakeholders to minimize churn. To be successful, you must have an in-depth knowledge of company products, services, partner integrations, and client business practices and possess effective communication skills. A genuine desire to understand the client’s business and provide value through actionable insight is expected in this critical role. 

Responsibilities: 

• Proactively manage a portfolio of primarily Enterprise & some mid-market customers. 
• Identify and nurture opportunities for growth; high collaboration with various stakeholders
• Identify and work cross-functionality to remediate clients at risk 
• Develop and build strong relationships with key customer stakeholders
• Partner closely with other cross-functional team members to translate business needs and product requirements into new customer solutions
• Provide a high level of actionable insight and data analysis to your customers 
• Provide process enhancement feedback while evangelizing the culture and spirit of teamwork
• Demonstrate an increasing level of knowledge and comprehension of Rentable products
• Accurately document and update client records, notes, and interactions (Salesforce, Groove, Asana, etc)
• Ensure compliance with Rentable best practices while following policies and procedures
• Consistently meets OKRs and KPIs as communicated by your manager
• Align business objectives with the outcomes of QBRs, ensuring that discussions and actions contribute to long-term goals
• Represent the company at various events, meetings, and conferences, which may require travel
• Collaborate with clients and stakeholders in different geographical locations, necessitating occasional visits

Qualifications:

• 4+ years experience in a client-facing, customer success, implementation, or account management role 
• Business savvy with a consultative, problem-solving, approach
• Experience with CRM systems and willingness to learn relevant software tools and platforms for data analysis, reporting, and presentation (e.g., Google Sheets, Salesforce, Google Slides) are often required
• Ability to work in a fast-paced, team-centered work environment
• Technical aptitude and ability to identify alternative solutions to customer issues
• Ability to handle multiple, critical, high-priority issues with a sense of urgency
• Proficiency with Google Suite Products
• Advanced communication skills – verbal, written, and interpersonal with strong active listening skills
• Ability to demonstrate effective problem-solving skills and strong client orientation
• Detail-oriented and dependable, with a positive and curious attitude
• Exhibit a high degree of self-motivation, drive, and a proactive nature
• Expert-level meeting facilitation skills
• Ability to manage exec-level relationships at large enterprise accounts
• Capability to identify challenges, propose solutions, and drive initiatives to address issues identified during QBR discussions.
• Bachelor's degree preferred but not required

Why Rentable:

• 100% remote workplace
• Competitive Compensation
• Stock Options
• Open Vacation Policy (you take vacation whenever you want)
• 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.