Customer Success Manager - North America

2 days ago

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Hospitable.com

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The leading solution for short term rental automation

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Description

• Your mission will be to make our customers raving fans of our product and company. • Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software. • Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement. • Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements. • Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals. • Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. • Assist new customers with onboarding and provide ongoing training to ensure they are getting the most out of the software. • Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related role within a SaaS or software company. • Demonstrated ability to manage customer relationships, with a focus on understanding and meeting customer needs. • Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner. • Strong analytical and problem-solving skills, with the ability to think strategically about customer needs and solutions. • Experience identifying upsell opportunities and a proven track record of meeting or exceeding upsell targets. • Comfortable working with software tools, understanding product functionality, and providing technical guidance to customers. • Ability to manage multiple customer accounts and projects simultaneously, with strong organizational skills and attention to detail. • Experience working closely with cross-functional teams, including product, support, and marketing, to deliver a seamless customer experience.

Benefits

• 35 days off per year, encouraged (including self-serve public holidays) and parental leave. • Mental-health and emotional support with therapists on call through Slack by Spill. • We also offer an extra compensation with RSUs (through our $HOST token). • Recognized on Inc.’s list of Best Workplaces for 2023.