Customer Success Manager

Summary:

You're reading this because lately, you've been thinking "I really want a key role at a high growth 40-person B2B SaaS company AND I want that role to allow me to focus on creating awesome experiences for our members, through 1-1 communication, while leveraging automation and how-to content for customer retention and growth.

If that’s you, you can just go ahead and close your search. This is that role!

If I had to sum YOU up, I’d say you are currently a CSM, support rep, or in another customer service facing role. You are looking to leverage your experience to help build and maintain strong customer relationships within a SaaS setting. You want to join a strategic team of CSM’s working to develop customer relationships that promote retention and loyalty.

If you love DealMachine and want to help us build a product that empowers real estate professionals to find more deals, then you’ve found the right place! We’re always looking for incredible people to join our team.

What you'll do:

• Establish a trusted advisor relationship with Team Owners on each assigned account.
• Develop a deep understanding of the platform features and solutions to ensure customers are leveraging the platform's functionality to its fullest potential.
• Develop a functional understanding of Single Family Home - Real Estate Investing and the concepts and trends in the REI industry at large.
• Understand customer business goals and objectives to ensure that clients derive maximum value from their investments in DealMachine and fully utilize the services on an ongoing basis.
• Monitor customer usage to track adoption, opportunities for optimization, expansion, and at-risk early warning signs.
• Proactively engage with existing customers periodically to promote customer relationships and ensure satisfaction with our product.
• Serve as the voice of our customers cross-functionally, providing feedback and insights internally to our Support, Engineering, Product, Sales and Marketing teams.
• Help develop and update training documentation, presentations, and content that will help onboard new customers and provide continued value to all customers.
• Deliver group training sessions via Zoon for our members a few times per week.

Who you are:

• You love helping customers expand through proven value and delivered outcomes to help your customers increase their investment in your company.
• You are detail-oriented and have excellent project and time management skills.
• You are a motivated self-starter with an understanding of key customer success concepts and a passion for working with customers.
• You are an excellent communicator verbally and in writing. You can convey a vision and inspire customers with a sense of what is possible with DealMachine.
• You enjoy working in a team, but also work well independently.
• You are passionate about technology and being a part of a fast-growing SaaS company.
• Resourceful and results-driven. You pick things up quickly and like to figure things out on your own.
• You have excellent critical thinking and problem-solving abilities.
• You have a proactive, solution-oriented attitude when tackling customer issues.
• You enjoy working with your teammates to enhance and shape processes so our team can continue to grow.
• You are bi-lingual in English and Spanish (not required, but definitely a plus!)

What you bring:

• 2 years of experience in a client facing role (Customer Success, Customer Support, Hospitality, Retail, etc.) experience in a SaaS or software company is a plus.
• A friendly, trustworthy demeanor which showcases empathy and allows members to open up to you about their goals and roadblocks.
• A willingness to dig into what the customer needs to find success with our platform.
• Ability to stay organized and efficiently prioritize your daily task lists.
• Experience working with a broad range of Customer Success and business tools, including but not limited to Intercom, Hubspot, Slack, Google Suites, Stripe, etc. is a plus!
• Ability to manage and prioritize customers while staying focused on helping them to consistently exceed their desired outcomes.

About the Team:

Our Customer Success Manager will report directly to the Head of Customer Success. The Customer Success Team currently has 2 Customer Success Managers, 2 Customer Success Coordinators, our Head of Community Experience. You can get to know some of our team members on our careers page: dealmachine.com/careers

About Us:

DealMachine is the highest-rated app to help real estate investors acquire single-family homes, based on Apple and Android installs and store reviews. Composed of “driving for dollars” plans, “list builder” plans, real estate data, direct mail marketing, and “skip tracing” contact search, DealMachine gives real estate investors the tools they need to grow better. Our mobile apps have been downloaded more than 300,000 times and we currently serve over 22,000 active members.

Benefits at DealMachine:

• Competitive salary: We pay at or above market salary in most cases - $40000 / year with a $12000 target bonus (uncapped)
• Health insurance: We cover 100% of the employee premiums and significantly subsidize family plans.
• Flexible Work Schedule, Remote Work, and flexible PTO
• Retirement IRA with a 3% company matching.
• Great tools: Each employee receives an Apple Macbook laptop and a 27” external monitor. We’ll also purchase any of the software or hardware you need.
• Complete transparency: Everyone has access to business metrics and financial information about the company.