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Customer Success Manager
Confirmed live in the last 24 hours
Dorchester, Boston, MA, USA
Experience Level
Desired Skills
  • 5+ years relevant experience in a Customer Success role within a fast-paced startup or SaaS environment
  • Passionate about technology, innovation, and customer experience
  • Excited to work in a fast-paced, rapidly changing startup environment
  • Able to see the big picture and inspire customers - CRE tech is a rapidly evolving landscape and we need folks who can drive the industry forward
  • Able to demonstrate empathy to develop a strong rapport with customers and partners
  • Able to document and navigate complex multi-layered organizational structures
  • Obsessed with improving user experience and daily life at work through technology
  • An excellent communicator. Able to recognize different customer motivations and needs, and communicate effectively across multiple stakeholders
  • A strong mediator that has demonstrated the ability to understand as well as represent competing points of view, both internal and external, while deriving the best outcome for all parties involved
  • Comfort navigating conversations regarding APIs and SDKs is strongly preferred, though not required
  • Proven experience building relationships and engaging with senior and executive-level customers
  • Strong analytical abilities, including analyzing data sets to craft a compelling story
  • Proven track record of meeting or exceeding retention goals
  • Proficiency with Salesforce.com
  • Commercial real estate experience strongly preferred
  • Own the entire customer lifecycle and act as the quarterback for the Customer team
  • Obsessively understand, document, track, and revise Customer Outcomes
  • Be curious and ask thoughtful questions and seek to understand the unique needs of each customer
  • Aptitude for technical and complex products & services with the ability to train others through enablement activities
  • Create, execute, and evolve Success Plans and ensure customers are continuously working toward key milestones
  • Consult on industry and product best practices and lead Business Reviews. Present to a variety of internal and external audiences at varying levels and technical proficiency
  • Become an expert in HqO and educate customers on the use & benefits of our products and identify expansion opportunities and partner with sales for growth
  • Develop multi-level relationships throughout complex customer organizations
  • Act as a trusted advisor to executives & key stakeholders
  • Advocate for customers internally by providing continuous feedback to HqO's Sales, Marketing, Product, & Engineering teams
  • Capture and assimilate customer requests and new features or feature enhancements to Product Management
  • Achieve/exceed target OKRs including but not limited to NPS, customer health, net revenue retention, upsells
  • Proactively identify and communicate churn risk and provide a strategy to prevent/reduce churn

201-500 employees

Workplace experience platform