Customer Success Manager

Description
Engrain has transformed the way people find, lease, and manage properties. Engrain provides a holistic suite of mapping solutions built specifically for the real estate industry to provide stunning unit-level map visualizations that integrate with countless websites and property tech applications. Our revolutionary, unit-level map data and interactive visuals within our SightMap, TouchTour and Asset Intelligence product lines allow both property owners and prospective renters to better ensure occupancy and drive revenue.
As a Customer Success Manager, you will be responsible for owning a portfolio of assigned customers, growing monthly recurring revenue, driving account penetration increase, ensuring Customer Portal adoption, and actively increasing customer satisfaction. This role is vital to the success of our customers and our company growth. You will be working in a fast-paced environment with excellent professional growth opportunities. This position requires the ability to quickly learn the technical aspects of the product, integrations, and partnerships while keeping up with industry trends. Finally, you will be responsible for developing and delivering a roadmap to success for each customer that meets or exceeds team and individual goals.
What you'll do...

• You are responsible for the success of our customers through product expansion and customer portal adoption
• Develop strong relationships and serve as a trusted advisor to key customer stakeholders to reduce churn for the purpose of increasing retention rates
• Develop and execute a roadmap to success
• You will be the point of escalation for your customers. Mitigate challenging situations and corral the right stakeholders to drive solutions
• Work closely with Engrain's team leads in Sales, Product, and Implementation to drive product usage, engagement, account penetration, expansion, and renewals.
• Regularly lead strategy sessions with key customers to educate them of new products and to ensure success and ongoing expansion
• Create, monitor, and forecast key account metrics, ROI, and revenue

Collaboration...

• This role will report to the Director of Customer Success
• You will be a part of a team of 6 Customer Success Managers
• You will work closely with the Sales, Product, Implementation, and Customer Support teams
• You will represent Engrain at sales events and trade shows, as needed
• Up to 10% travel required

Requirements
What you offer us...

• 3+ years experience in a customer-facing role in high volume customer environments: Customer Success, Account Management, or Sales
• Commitment to creating long-term relationships with our customers
• Experience working in SaaS
• Strong project management skills
• Demonstrated growth mentality: active listening skills, an effective communicator in stressful situations, respect for others, can offer constructive feedback and can accept and grow from feedback received
• Patient, friendly, and direct when needed
• Ability to navigate complex relationships and organizations to accelerate product adoption, expansion and seek opportunities for growth
• Ability to problem-solve, be creative, and drive customer retention
• Proven record in planning and executing effective customer growth roadmap
• Self-motivated, empathetic to customer needs, and improving customer relationships
• Success working cross-functionally within an organization
• Multi-family and/or real estate experience
• Experience using Salesforce CRM
• Quarterback for your customers. You stay calm when facing technical and/or customer challenges. You mobilize the right people to resolve issues and present your can-do spirit
• Prioritize customer experience with a focus on customer satisfaction and retention
• Fast-learner, striving to understand customers' business goals, anticipate future needs, and identify solutions
• Relationship-oriented, self-directed, and a team player

What we offer you...

• Salary Disclosure for Colorado: annual salary of $85,000 - $100,000. Final offer amount is determined by factors including years and depth of candidate's experience, certifications, and skill set alignment to the job requirements
• Various health, dental, and vision insurance plans to choose from
• Up to 12 weeks of paid parental leave
• Up to 18 days annually of PTO & 10 holidays per year
• Dog-friendly office
• 401k match up to 4 percent
• Annual reimbursement for learning & growth opportunities through our Grow450 program
• On-site amenities include a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.