Customer Success Manager

New York, New York   |   Full time

Perchwell partners with real estate brokerages to provide them with market analytics and listing management tools that help agents more easily collaborate with clients. We are looking for a Customer Success Manager to own the strategic and day-to-day relationship with main points of contact at our clients, while helping to set up our process and structure for scale. You'd be the sole CSM joining a team of Customer Support Associates and (in true startup fashion) pitching in on other projects as needed! 

What you’ll focus on:

  • Own the success of our clients from pre-sale through implementation and delivery
  • Develop strong relationships with key partners to ensure full understanding of the customer's business strategy, culture and metrics for success
  • Use our customer feedback mechanisms to surface customer requests and help translate customer feedback into product requirements
  • Dedicated outreach to customers, advising them on potential issues, policy recommendations, new product functionality, networking and learning opportunities
  • Be a leader in the Pre-boarding and On-Boarding of new customers
  • Coordinate & conduct client-specific training and communications

What you’ll need to be successful:

  • First and foremost, a client service lean to everything you do - high emotional intelligence and a positive, flexible attitude
  • A few years of experience working in Customer Success, ideally in a small SaaS startup
  • Tech savvy - willingness to learn & understand the ins and outs of a SaaS product
  • A Bachelor’s degree or equivalent experience

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