Client Success Manager (CSM)

$67,000 - $89,000/Yr

Storable - Austin, TX

Full-time - Mid Level

Remote - Austin, TX

About the position

The Client Success Manager (CSM) at Storable's Storage division is responsible for leveraging industry expertise in self-storage solutions and SaaS technology to align client business objectives with Storable's product capabilities. This role focuses on enhancing client lifetime value, fostering retention, and building lasting partnerships tailored to the unique needs of self-storage operations. The CSM ensures clients recognize the value of Storable's solutions, achieve desired outcomes, and maximize their business performance within the self-storage sector.

Responsibilities

• Manage relationships with a portfolio of clients in the self-storage industry, driving product adoption, renewals, and satisfaction by delivering consistent value aligned with industry needs.
• Consult with clients on business goals specific to the storage industry and recommend customizations that maximize alignment with Storable's solutions.
• Facilitate Executive Business Reviews to highlight Storable's contributions to clients' business objectives and demonstrate ROI within the storage sector.
• Monitor and analyze client usage patterns specific to the storage vertical to improve adoption and operational effectiveness.
• Serve as a liaison between clients and Storable's Product and Engineering teams, providing targeted feedback based on the unique demands of the self-storage industry.
• Share industry-relevant insights and best practices across the Client Success team and the broader organization to strengthen the storage-focused solutions and approach.
• Use CRM and Client Success Platform tools to accurately track client interactions, progress, and key industry-specific objectives.
• Communicate overall client health, proactively escalating at-risk accounts to ensure client retention within the storage sector.
• Collaborate across internal teams to provide seamless communication, scheduling, and execution of initiatives tailored for storage operations.

Requirements

• Proficient in Google Workplace (Gmail, Docs, Sheets, Slides, Drive).
• Experience with Client Success platforms and tools (e.g., Vitally, Gong) for tracking customer health and engagement in the self-storage industry.
• Strong presentation skills; comfortable leading group presentations and product demonstrations focused on the storage market.
• Ability to align self-storage business challenges with Storable's product solutions, effectively communicating benefits to both technical and non-technical audiences.
• Strong client relationship-building skills, with a focus on self-storage-specific needs and client satisfaction.
• Proven ability to partner with clients in the storage industry, understanding their operational challenges and translating them into actionable product and process strategies.
• Understanding of SaaS implementations and how they support operational improvements in self-storage.
• Strong organizational and documentation skills, especially for industry-specific client follow-up and expectation management.

Nice-to-haves

• 2 - 4 years of experience in Client Success, Account Management, or related roles within the storage or SaaS industries, with direct experience in self-storage a plus.
• Familiarity with SaaS solutions for storage, including knowledge of key industry challenges and improvement areas.
• Ability to analyze data, extract insights, and present recommendations with a focus on driving value in storage operations.
• Experience with project management elements, especially for initiatives aligned with storage client goals.
• Familiarity with storage-specific metrics like Net Rentable Square Feet (NRSF), Gross and Net Retention Rates, customer health, and product adoption rates.
• Ability to travel as required to client sites and company events, with a focus on self-storage locations.

Benefits

• Paid parental leave
• Health savings account
• Caregiver leave
• Disability insurance
• Health insurance
• Happy hour
• Paid time off
• Parental leave
• 401(k) matching
• Life insurance