Customer Success Manager I, SMB

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of the entire customer lifecycle for a high-volume portfolio, encompassing post-onboarding support, user adoption, value realization, and retention efforts.

• Establish and nurture relationships with business owners and key decision-makers to comprehend their objectives and align Buildium solutions accordingly.

• Facilitate customer calls and strategic check-ins to enhance engagement and promote deeper product utilization.

• Design and implement scalable outreach initiatives, which include email sequences and educational materials.

• Monitor customer health metrics and proactively mitigate risks through targeted interventions.

• Spot opportunities for expansion and increased product adoption within existing accounts.

• Analyze customer data and trends to guide engagement strategies and prioritization efforts.

• Collaborate across departments, including Product, Support, Marketing, and Sales, to enhance customer outcomes.

• Keep accurate CRM records and contribute to team-wide process enhancements.

⛳️ Requirements

• A minimum of 2+ years of combined experience in Customer Success, Sales, or other revenue-generating customer-facing roles, preferably in the software sector, is required.

• Demonstrated experience working with small business owners or senior-level decision-makers.

• Strong understanding of the SaaS customer lifecycle and value realization processes.

• Capability to manage a high-volume portfolio while ensuring customer outcomes are prioritized.

• Experience in conducting consultative discussions and aligning solutions with business objectives.

• Strong analytical abilities to interpret customer data and trends effectively.

• Confidence in navigating CRM systems; familiarity with Salesforce is preferred.

• Excellent time management and organizational capabilities.

• Strong written, verbal, and interpersonal communication skills.

• Proficiency in managing customer expectations, objections, and complex conversations.

• Highly self-motivated, adaptable, and comfortable with uncertainty.

• Technically proficient with Microsoft Office Suite and Google Workspace.

• Previous experience in real estate, property management, or a related field is highly desirable.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development