Customer Success Manager

| Hybrid
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About Engrain...

Engrain is transforming the way people find, lease, and manage property. A recognized leader in next-generation touring technology and map-based data visualization software, Engrain’s advanced integrations and technical flexibility offer solutions for any real estate technology stack.

Over the last year alone, we have seen 57% growth. We teamed up with RET Ventures, an industry-backed venture fund focused on single and multi-family rent tech. In addition, we have partnered with industry leaders like SmartRent, CoStar, apartments.com, and Knock. We are currently working with over 700 property management companies, have 7,500 active properties, and 3M+ units mapped.  We are doing big things and would love for you to join us.

As a Customer Success Manager, you will have the opportunity to uphold these standards while contributing to a fun and energetic company culture. This position is responsible for owning a portfolio of assigned customers, growing monthly recurring revenue, driving account penetration increase, 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.  

In addition, 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.

 

Who you are...

  • 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
  • Positive and energetic presenter with excellent listening and communication skills

What you'll do...

  • You are responsible for the success of our customers through expansion and product 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, which sits under the Chief Revenue Officer
  • 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

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

Bonus points: 

  • Multi-family and/or real estate experience 
  • Experience using Salesforce CRM

What we offer you...

  • Salary Disclosure for Colorado: $70,000 - $95,000 annually + quarterly performance bonus target 
  • 100% coverage of employee’s health, dental and vision insurance 
  • 2-10 weeks of paid parental leave + additional paid and unpaid leave options
  • Up to 18 days of PTO & 8 holidays per year
  • 401k match up to 4 percent
  • Annual stipend for personal growth through our Grow450 program
  • A fun workplace with on-site amenities including a professional fitness center, flexible & modern workspace, coffee bar, happy hour taps & team member lounge

Engrain's Values - Our culture is built upon...

  • Focus
  • Trust
  • Service
  • Design
  • Tenacity

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • SqlLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • CodeIgniterFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • XDDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

In the heart of DTC with easy access to RTD Light Rail & plenty of free parking. Enjoy a wide variety of restaurants & activities just a short walk away.

An Insider's view of Engrain

What’s the vibe like in the office?

You're likely to run into a friendly face who's genuinely interested in how your day is going. Although we don't take ourselves too seriously, we know how to hustle to get the job done. Perks include a self-service bar with beer on tap, Starbucks coffee machine, jigsaw puzzle table & a meditation room. We work hard, but know how to unwind.

Darlene

Office Manager

What projects are you most excited about?

SightMap Asset Intelligence, for me, is the most interesting and exciting project we are working on. There are tons of obstacles and problems to solve in this space and I would recommend anyone who owns a multi-unit apartment building look into this product. We're building some really cool things.

Ryan

Lead Software Engineer

What makes someone successful on your team?

Being adaptable to changes is the name of the game on the implementation team. To be successful you have to be able to adhere to new processes and take a swing at different practices to find the most efficient routes to success.

Sam

Implementation Specialist

How do you empower your team to be more creative?

My focus every day with our creative team is to give them a defined lane to creatively explore. Consistent quality work, especially within a creative space, begins with clearly outlined goals and personal expectations. Empower your creative team by giving them context in order to change the conversation from subjective to strategic.

Andre

Creative Director

What projects are you most excited about?

Having been a longtime client and user of our software, I've seen the products, features and hardware evolve over the last ten years. It's exciting to be a part of what this company has been and what it will be in the future.

Mary

National Account Executive

What are Engrain Perks + Benefits

Engrain Benefits Overview

Some perks (and quirks) you'll find around the office include a self-service bar with beers on tap, a Starbucks coffee machine, jigsaw puzzle table, and a meditation room. We have access to an on-site fitness center and are within walking distance from the RTD LightRail. Whether you are looking for 100% paid employee health care benefits, competitive 401K plans, or generous PTO, Engrain is the place for you. We all work hard at what we do, but we also know how to unwind.

Culture
Volunteer in local community
Open door policy
Team based strategic planning
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
In-person revenue kickoff
Employee awards
Flexible work schedule
Diversity
Diversity employee resource groups
Health Insurance & Wellness Benefits
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Company-sponsored outings
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Mother's room
Onsite gym
Professional Development Benefits
Lunch and learns
Promote from within
Continuing education stipend
Online course subscriptions available
Paid industry certifications

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