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Director, Customer Success

Posted 2024-10-16

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💎 Seniority level: Senior, 7+ years

📍 Location: U.S.

🔍 Industry: Rentals industry

🏢 Company: Rentable

🗣️ Languages: English

⏳ Experience: 7+ years

Requirements:
  • 7+ years of customer success, account management, or sales experience required.
  • 4+ years of supervisory or management experience required.
  • Proven performance in hitting monthly goals & KPIs.
  • Proven ability to coach up and enable others.
  • Demonstrated excellence in creating exceptional customer experiences.
  • Expert communication skills with leadership and customers.
  • Strong organizational skills to manage concurrent projects and conversations.
  • Ability to navigate complex relationships to accelerate product adoption and expansion, and seek opportunities for growth.
  • Ability to problem-solve, be creative, and drive customer retention.
  • Self-driven and independent; you thrive without constant supervision.
  • A collaborative team player who contributes to the collective success.
  • Agility in adapting to new scenarios and learning on the go.
Responsibilities:
  • Coach your team and model how to build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform.
  • Educate your team on multifamily real estate (MFR) team needs and buying decisions.
  • Develop deep, multi-threaded relationships with decision-makers of your customers.
  • Drive spend across your team’s book of business through retention, expansions, and overall growth strategies.
  • Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases.
  • Ensure customer data is accurate and up-to-date in our CRM system.
  • Guide the team through the regular business review process with customers to ensure customers are achieving their desired outcomes.
  • Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap and customer communication strategy.
  • Enhance the customer experience and drive efficiencies throughout the account lifecycle.
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