Senior Enterprise Customer Success Manager

August 13

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Updater

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The smartest move you'll ever make.

Relocation • SaaS Software • Address change • Moving • Real estate software

201 - 500

💰 $215M Debt Financing on 2022-05

Description

• Onboard our Top Tier clients with the HomeSafe Connect solution, setting the stage for adoption, advocacy. • Act as a leader within the team to drive strategy, drive improved processes • Develop, test, and iterate on enterprise playbooks and engagement strategies • Successfully manage clients by serving as the trusted advisor and expand the client relationship by constantly reinforcing our value every day with key client stakeholders and executive sponsors. • Monitor and track customer progress in the customer journey and adoption in order to identify customers that require additional engagement • Monitor health metrics and log interactions using our CS tool, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references • Educate clients on the Updater platform and provide them the training and tools to transfer knowledge to their teams. • Project manage and track progress on client-specific initiatives to help them reach their goals. Provide ongoing support, responding to their queries in a timely manner. • 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. • Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value • Collaborate with our integrations team, organize data sets, and submit technical tickets. • Partner with internal teams, Support, Product and training to analyze trends and facilitate the creation of relevant training materials with our training team, be the point of contact with product to manage the CS feature requests. • Become an expert on the platform and best practices • Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team.

Requirements

• 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 working with VP and C-level execs within your book of business • Experience working within a SaaS or enterprise software-related field

Benefits

• Medical, Dental, and Vision Insurance • Unlimited PTO • 13 paid company holidays annually • Updater Stock Options • 401(k) • Commuter Benefits • Personal Wellbeing Subsidy • New Hire Subsidy • One Medical Membership • Short Term Disability Insurance • Supplemental Life Insurance • 12 weeks of Primary Caregiver Parental Leave