Client Success Manager (CSM 1)

The Client Success Manager (CSM-1) is responsible for developing customer relationships that promote growth and retention. The job is to work closely with multifamily sector customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, client business practices and possess effective communication skills with a genuine desire to understand the client’s business and provide value through actionable insights.

Duties and Responsibilities:

• Proactively identify and escalate opportunities for growth and clients at risk.
• Conduct regular check-ins and quarterly business reviews with assigned clients.
• Provide a high level of actionable insight and data analysis to add value for customers.
• Participate in all team meetings and provide process enhancement feedback while promoting a culture of teamwork.
• Demonstrate increasing knowledge and comprehension of Rently products and integrations.
• Accurately document and update client records, support notes, and interactions in systems like Salesforce, ZenDesk, Dialpad, Confluence, etc.
• Ensure compliance with Rently best practices while following established policies and procedures.
• Consistently meet OKRs (Objectives and Key Results) and KPIs (Key Performance Indicators) as communicated by the manager.

Required Skills and Abilities:

• Experience with Salesforce, ZenDesk, or other comparable CRMs and support ticketing systems.
• Proven ability to work in a fast-paced, team-oriented environment.
• Prior experience in SaaS, real estate, or proptech.
• Technical aptitude and ability to identify alternative solutions to customer issues.
• Ability to handle multiple, critical, high-priority issues with a sense of urgency.
• Proficiency with Google Suite Products.
• Excellent verbal, written, and interpersonal communication skills with strong active listening abilities.
• Effective problem-solving skills and a strong client orientation.
• Detail-oriented and dependable, with a positive and inquisitive attitude.
• Ability to multitask, prioritize, and collaborate cross-functionally.
• High degree of self-motivation, drive, and a proactive nature.

Education and Experience:

• 3-5 years of experience in a customer success role.
• Bachelor's degree or higher (preferred).
• Multifamily industry experience (preferred).
• Track record of providing excellent customer advocacy.
• Experience in sustaining business growth and profitability by maximizing value.
• Ability to analyze customer data to improve customer experience.
• Experience holding product demonstrations for customers.
• Ability to evaluate and improve tutorials and other communication infrastructure.
• Skilled at mediating between clients and the organization.
• Experience escalating customer requests and complaints as needed.
• Proven ability to minimize customer churn.
• Experience in aiding product design and product development.

For applicants located in California, the salary range for this full-time role is expected to be $75,000 - $80,000 annually. This range is a reflection of base salary only, not of a total compensation package. Please note Rently reserves the right to pay more or less than the posted range, depending on the candidate's experience and qualifications, and that the expected salary range may be different for candidates located outside of California.

Full-Time Employee Benefits:

Medical, Dental and Vision through Anthem Blue Cross (Rently pays 75% of employee monthly premium. 2 HMO options (where available) and 2 PPO options. FSA, and other voluntary plans. Company provided STD and LTD, and life insurance.

-401k with 3% Rently match

-Paid time off

-Sick time off

-Partial gym membership reimbursement

-Partial pet insurance reimbursement

-Career growth opportunities

-Professional development opportunity

-Work related travel opportunities (dependent on role)

-Company gatherings & team events

And more!

Rently is an ISO 27001 and PIMS 27701 Certified Organization.

By applying to this role, you confirm you are legally authorized to work in the United States. Rently US does not provide sponsorship.