Client Success Manager

Job Description

Title: Client Success Manager

Realync is seeking a Client Success Manager for our growing B2B SaaS multifamily technology company. This position will be responsible for onboarding, supporting, managing and nurturing the engagement and retention of local, regional, and national enterprise clients. Realync has experienced explosive growth with a defined market, proven opportunity, and a track record of success. We’re looking for hungry, self-starters with a background in SaaS service who are up for a new challenge, excited about hitting goals, and looking to have a lot of fun along the way!

Notes About This Role:

Location: Anywhere in the US
Compensation: $65,000 salary, plus OTE bonus and commission plan
Required Experience: Strong multifamily industry experience, including training and/or previously held a Client (customer) Success Manager role with a SaaS company
Required Travel: 50-75%, nationwide travel via flights, car, and public transport, in urban and suburban areas

What You Will Do:

Client Onboarding
Manage account setup, integration strategy, transition from sales, and user training
Record videos and deliver services in conjunction with on-site training and content creation
Travel = 50-75%
Account Management Collaboration
Effectively set, communicate, and manage goals and milestones with the client and associated Realync account manager
Follow up with teams based on usage, stage of community, time of year, and other milestones
Work with marketing to capture and communicate client success stories, quotes, and data
CS Strategy and Retention
Work with Realync leadership on setting, fine-tuning, and adjusting overall client success and account management strategies to ensure maximum retention and growth on assigned accounts
Be the liaison between Realync clients and our product team to capture user sentiment, feedback, and product enhancement ideas
Proactively communicate and strategize with each property to drive adoption, to ensure your assigned portfolio is at least 80% active
Data Analysis & Reporting
Pull, analyze, and manage Realync and client data for tracking performance and ROI

Who You Are:

You understand that the client's success is your success
You love data and are highly detail-oriented
No challenge or complexity will stop you from finding a solution
You enjoy being in a flexible and rapidly changing environment
You want to be fully immersed in a collaborative team
You are resourceful - you are a master sleuth and seek finding answers before asking for help
You own it - your role, career, and responsibilities
You're scrappy - you find a way, in, around, or through any challenge
You consider your job description as only a guide

What You Have:

2+ years experience working in the multifamily industry and/or as a client success manager at a SaaS company (required)
Exceptional service orientation, listening skills, presentation and coaching skills, and written and verbal communication skills
Growth mindset - coachable, open to feedback, and dedicated to constant self-improvement
Prior client-facing, client success, account management experience
Ability to work independently and set/manage priorities and initiatives judiciously and efficiently
Organized, self-starter, with strong interpersonal skills to work effectively and nurture strong relationships with cross-functional business partners
Strong project management skills with the ability to manage multiple projects, clients, tasks and related communications simultaneously and within budget
Technical skills: ChurnZero, Salesforce, Intercom, Slack, G-Suite & Microsoft Office Suite
Driven by personal, team, and company achievement with a commitment to excellence
Experience working on a highly collaborative and close-knit team

Hiring Process:

Qualified candidates will be invited to submit a video introduction of themselves answering 3 questions (invites will be sent the week of April 3rd)
Formal Interviews with selected candidates will be scheduled with the VP of Experience
A team meet-n-greet will be conducted with the final candidates
We are targeting this role to start May 2, 2023

March 15, 2023