Property Leads

Customer Success Manager

• The Customer Success Manager role is pivotal in steering our CS operations towards excellence.
• Tasked with harmonizing team efforts, refining retention methods, and nurturing client relationships, ensuring optimal team performance and fostering a culture of unity and motivation.
• Establish retention targets, devise retention and growth strategies, analyze performance data, oversee training, mentor the CS team, and provide overall CS team management.
• Oversee and mentor the CS team (including the refunds team), ensuring alignment towards common objectives, fostering unity, and motivating members through effective incentive schemes and acknowledgment of their achievements.
• Maintain and actively manage a small, high-value book of business.
• Design strategies that enhance revenue retention rates while bolstering client satisfaction.
• Create a robust follow-up system for all clients, aiming for maximum customer satisfaction, growth, and retention.
• Monitor team metrics, ensuring adherence to organizational expectations, rewarding high performers, and addressing underperformance with patience and strategic interventions.
• Coordinate with company founders for continuous training and professional development. Forecast recruitment, selection, onboarding, and training needs, ensuring teams are adequately staffed and trained up.
• Work closely with the marketing team for lead quality feedback and ensure effective collaboration between CS, Sales, and Marketing teams.

Senior Customer Success Manager