4 WALLS

Customer Success Manager

4 WALLS

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $55,000 - $60,000 per year

About the role

  • Own the onboarding workflow from the moment an order is signed/received
  • Lead internal kickoff calls to align scope, timelines, risks, responsibilities, and required access
  • Lead external client kickoff calls to set expectations, confirm goals, and establish communication cadence
  • Coordinate a structured kickoff meeting where Sales provides introductions and 1–2 key context points, then remains an observer for the CSM to conduct the meeting
  • Serve as the client’s consistent go-to for questions, requests, and ongoing support
  • Maintain clear, professional client communication via email, calls, and scheduled check-ins
  • Ensure clients understand their services, workflows, and best practices; drive adoption and utilization of Respage Services
  • Track, prioritize, and execute client requests with strong organization and follow-through
  • Support clients using PMS platforms (especially Yardi, RealPage, AppFolio) by troubleshooting issues and helping resolve integration or workflow obstacles
  • Understand common PMS-related requirements, terminology, and property-level workflows
  • Identify when an issue is user error, product defect, third-party limitation, or data/setup problem and route appropriately
  • Triage client-reported issues: reproduce, research, gather details, and propose solutions or next steps
  • Recognize potential bugs and partner with technical teams to document, escalate, and track outcomes
  • Communicate clearly with clients throughout investigation and resolution, including timelines, workarounds, and status updates
  • Act as a strategic partner by understanding client goals, current needs, and anticipated future needs
  • Proactively identify relevant Respage capabilities the client is not using and recommend solutions when appropriate
  • Support renewal readiness by maintaining strong relationships and demonstrating ongoing value
  • Collaborate closely with Sales, Implementation, and Technical teams to ensure a smooth client experience
  • Manage tasks, timelines, and documentation in Teamwork Projects; manage support requests in Teamwork Desk
  • Use Slack for internal alignment and Google Workspace (G Suite) for daily communication, documentation, and scheduling
  • Use ChatGPT regularly to support daily responsibilities (drafting, summarizing, organizing, problem-solving, and process execution)

Requirements

  • MUST live in the Greater Philadelphia area for team meetings
  • 2+ years of account management or client success experience in a high-touch, service-oriented environment
  • Proven ability to manage multiple accounts and priorities with strong time management, organization, and accountability
  • Excellent written and verbal communication skills, including leading meetings and managing stakeholder expectations
  • Fast learner with the ability to absorb complex service details and explain them clearly to clients
  • Comfortable working in a task- and request-driven environment with frequent client interaction
  • Proficiency with Google Workspace (G Suite) and willingness to work daily in Slack, Teamwork Projects, and Teamwork Desk
  • Comfortable using ChatGPT as an ongoing productivity tool in daily workflows
  • Working knowledge of how Google Ads is typically used for apartment communities (lead generation, calls, tours, application funnels), including common campaign types (Search, Performance Max) and basic budget pacing concepts
  • Understanding of SEO services and expectations for multifamily (local SEO/Google Business Profile fundamentals, on-page basics, content support, and typical timelines for results)
Benefits
  • competitive compensation package that includes a base salary
  • phone and internet allowance
  • generous PTO
  • comprehensive healthcare
  • profit-sharing
  • 401K with a generous match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
account managementclient successtime managementorganizationcommunicationGoogle AdsSEOPMS platformstroubleshootingdata analysis
Soft skills
leadershipinterpersonal communicationproblem-solvingadaptabilityattention to detailproactive approachrelationship managementstakeholder managementcollaborationcustomer service