Customer Success Manager I, Sales

SUMMARY

As a Customer Success Manager - Emerging Markets, you will be responsible for owning and managing the partnership of Buildium's highest-growing customer segment. You will build and execute strategic outreach strategies and engagement plans, focused on helping customers reach their goals. You will work to link Buildium's product, customer care (support), and marketing teams to ensure that our customers are recognized and appropriately represented.

PRIMARY RESPONSIBILITIES

• Work in a high-volume, low-touch environment, delivering value to your customer base through strategic outreach and engagement.

• Develop trusted relationships with customers to consultatively recommend new products and services resulting in upsell opportunities and customer growth.

• Analyze trends in customer data to influence outreach, engagement, health, and maturity of your book of business.

• Maintain and develop your overall industry knowledge and the competitive landscape, and use those tools to inform and consult customers.

• Meet and exceed quarterly retention and revenue targets.

• Collaborate with a variety of internal and external stakeholders to ensure customer satisfaction.

• Resolve customer issues that arise with good judgment and decision-making; escalate as necessary through appropriate channels.

• Maintain accurate customer details in CRM (Salesforce.com) as required by management.

• Help to influence and adapt internal processes for the betterment of your individual and the overall team performance.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• 1-2 years combined experience in Customer Success, Sales, or other revenue-driving customer-facing roles, ideally in software.

• Confidence navigating CRM platform; SalesForce preferred

• Experience with or an understanding of SaaS business model

• Easily adapts to low-touch engagement and an ability to manage a dynamic schedule

• Proven ability to work in a high-volume position, with a large book of business.

• Strong ability to cultivate internal and external relationships.

• Experience managing customer expectations, objections, and complaints.

• Excellent time management and organizational skills.

• Excellent written, verbal, and interpersonal communication skills.

• Highly self-motivated, positive, adaptable, creative, and deals well with ambiguity.

• Technically savvy with Microsoft Office Suite and Google Workspace.

• Previous real estate, property management, or similar experience is highly desirable