Digital Marketing Manager
re-tool
Director of Customer Success – Housing
EliseAI
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $150,000 - $185,000 per year
Job Level
Lead
About the role
- Maintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals
- Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows
- Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfolios
- Own the success of customers, including onboarding, product adoption and retention
- Strategize with our CRO to build, own, and execute account plans
- Lead a weekly metrics review to identify opportunities to improve performance
- Collaborate with product and engineering to spearhead adoption of new products and features
- Support our scaling by building out onboarding and enablement programs for new CSM hires
- Proactively identify churn risks and build and execute on playbooks based on learnings
- Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizations
- Partner with CSMs to drive upsell opportunities for the sales team
- Partner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutions
- Surface client feedback and ideas to the product and engineering teams for potential new features
- Attract top-tier talent to join our driven team
Requirements
- Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
- 3+ years experience managing a customer success team
- A track record in managing risk, forecasting, and identifying growth opportunities
- Skilled in navigating cross-functional relationships within a high-growth SaaS environment
- Excellent written and verbal communication skills;
- Strong sense of ownership and eagerness to build and define the customer success function.
- Ability to communicate candid, constructive feedback with your team
- Strong customer-facing and presentation skills with the ability to establish credibility with executives
- Willingness to work in person at our office 4-5 days a week
