Client Success Manager (CSM-1) (Multi-Family)

$75,000 - $80,000/Yr

Rently - Los Angeles, CA

Full-time - Mid Level

Remote - Los Angeles, CA

About the position

The Client Success Manager (CSM-1) at Rently is responsible for fostering customer relationships that drive growth and retention. This role involves ensuring customer satisfaction with Rently's services, addressing areas of dissatisfaction, and providing actionable insights to enhance the client experience. The CSM must possess a deep understanding of Rently's products and services, effective communication skills, and a genuine desire to add value to clients' businesses.

Responsibilities

• Proactively identify and escalate opportunities for growth and clients at risk.
• Conduct regular check-ins and quarterly business reviews with assigned clients.
• Provide a high level of actionable insight and data analysis to add value for customers.
• Participate in all team meetings and provide process enhancement feedback while promoting a culture of teamwork.
• Demonstrate increasing knowledge and comprehension of Rently products and integrations.
• Accurately document and update client records, support notes, and interactions in systems like Salesforce, ZenDesk, Dialpad, Confluence, etc.
• Ensure compliance with Rently best practices while following established policies and procedures.
• Consistently meet OKRs (Objectives and Key Results) and KPIs (Key Performance Indicators) as communicated by the manager.

Requirements

• Experience with Salesforce, ZenDesk, or other comparable CRMs and support ticketing systems.
• Proven ability to work in a fast-paced, team-oriented environment.
• Prior experience in SaaS, real estate, or proptech.
• 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.
• Excellent verbal, written, and interpersonal communication skills with strong active listening abilities.
• Effective problem-solving skills and a strong client orientation.
• Detail-oriented and dependable, with a positive and inquisitive attitude.
• Ability to multitask, prioritize, and collaborate cross-functionally.
• High degree of self-motivation, drive, and a proactive nature.

Nice-to-haves

• Real estate industry experience is a plus.
• Experience holding product demonstrations for customers.
• Ability to evaluate and improve tutorials and other communication infrastructure.
• Skilled at mediating between clients and the organization.
• Experience in aiding product design and product development.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Flexible spending account
• Gym membership
• Health insurance
• Paid time off
• Vision insurance