Customer Success Manager

MavenAI is a profitable, growth-stage company focused on building industry-leading martech and data products for the PropTech space. The Customer Success Manager will be responsible for managing customer relationships, ensuring successful use of the software, and driving customer renewal processes while advocating for customer needs.

Responsibilities:

• Nurture & Expand: Build and maintain strong, long-term relationships across your customer base to deeply understand their unique business objectives
• Multi-Threaded Growth: Develop deep relationships beyond the daily users, specifically targeting and engaging with executive decision-makers to ensure platform stickiness
• Customer Advocacy: Act as the "Voice of the Customer" by collaborating with Product, Support, and Marketing to influence our product roadmap and communication strategy
• Ownership of Targets: Take full accountability for achieving and exceeding retention and Net Revenue Retention (NRR) targets within your assigned book
• Sales Partnership: Partner closely with the Sales team to identify upsell and expansion opportunities, driving increased spend through strategic account planning
• Growth Strategy: Proactively identify areas for customer growth and consult on upcoming product releases to ensure clients stay ahead of the curve
• Success Roadmaps: Create, document, and execute tailored Client Success Plans that align our platform's capabilities with the customer’s desired outcomes
• Business Reviews: Conduct regular, high-impact Business Reviews to report on ROI, gather feedback, and recalibrate strategy
• Data Integrity: Ensure the CRM remains the "source of truth" by keeping all customer data, health scores, and interaction logs accurate and up-to-date

Requirements:

• A minimum of 4 years in Customer Success Management
• Multifamily experience is required
• Experience working with a B2B SaaS product
• Proven performance in hitting monthly benchmarks & metrics in previous positions
• Highly coachable, self-starter, with a growth mindset
• Demonstrated ability to create great customer experiences
• Strong communication skills with customers
• Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth
• Ability to problem-solve, be creative, and drive customer retention
• Self-driven and independent; you thrive without constant supervision
• A collaborative team player who contributes to the collective success
• Agility in adapting to new scenarios and learning on the go