Senior Technology Customer Success

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Requirements:

• 4+ years of experience in customer success, implementation, and delivery of technology solutions, preferably within SaaS, PropTech, or FinTech.
• Commercial real estate (CRE) industry experience is a strong plus.
• Proven expertise in project management principles, tools, and methodologies, including onboarding, system deployment, and customer training.
• Excellent stakeholder management and communication skills, with the ability to build strong relationships, coordinate across teams, solve complex and sensitive client-facing problems, and influence decision-making.
• Highly organized and detail-oriented, able to manage multiple customers and projects simultaneously while maintaining a customer-first approach.
• Strong problem-solving and analytical skills, capable of proactively identifying issues and opportunities for improvement.
• Tech-savvy, comfortable working with SaaS platforms, data integrations, and analytics tools.

Responsibilities:

• Own and oversee the entire post-sales customer journey, including project scoping, kickoff, onboarding, training, engagement, issue resolution, expansion, and renewal.
• Assess customers’ business and technical requirements to confirm our SaaS platform’s suitability and identify necessary customizations, integrations, and configurations.
• Lead project delivery, ensuring our solution's seamless setup, implementation, and deployment while managing risks and maintaining high-quality standards.
• Act as the primary relationship owner, proactively engaging with customers to ensure value realization, product adoption, and long-term success.
• Drive internal and external collaboration, working closely with cross-functional teams to align customer needs with product capabilities and ensure smooth data and systems integration.
• Identify potential risks early, developing and executing mitigation strategies to ensure successful project completion and continuous customer satisfaction.
• Monitor customer engagement and usage data, conducting regular check-ins and Quarterly Business Reviews (QBRs) to track performance and identify upsell or expansion opportunities.
• Serve as the customer advocate, capturing feedback and sharing insights with product and engineering teams to improve our platform.
• Stay informed of industry trends and best practices, proactively recommending enhancements to improve our platform and internal processes.