Customer Success Manager
Job Summary
Job Description
As a Customer Success Manager, you will ensure customers' success with the Entrata platform. This role involves building strong customer relationships and collaborating with other departments to meet customer needs and retain them. Responsibilities include managing client portfolios, conducting regular performance meetings, collaborating with Development and Product teams, supporting clients, creating tailored plans, educating customers, and advising on risks. This position requires strong organizational, communication, and analytical skills. You will manage multiple projects that impact customers. You should be able to work autonomously and travel up to 15% of the time. The goal is to ensure high levels of customer satisfaction.
Must have:
- 2-3 years of customer success experience
- Strong organizational skills, manage projects simultaneously
- Excellent verbal, written, and analytical skills
- Ability to travel up to 15% of the time
- Ability to work autonomously
Good to have:
- 2-3 years of property management experience
- Experience working with Product and Development teams
Perks:
- Flexible and transparent culture with remote and hybrid work options
- Generous vacation time and frequent company recharge days
- Comprehensive medical, dental, and vision coverage
- HSA/FSA options and employer-paid disability benefits
- Access to 401(k) retirement plans with employer matching
- Wellness initiatives promoting physical and mental well-being
- Family-centric leave policies
- Entrata Cares programs for volunteerism and charity
- Exclusive Previ cell phone plan and discounts
- Bi-annual swag drops for employees
2 skills required
Job Details
Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.
Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize diverse perspectives, endeavoring to craft a better world to live in.
If you obsess over and are driven by making customers wildly successful, you might be just the person we are looking for! Entrata’s Customer Success department is seeking a Customer Success Manager based in one of our approved states.
As part of the Customer Success team, you will be responsible for ensuring your customers are successful with the Entrata platform! The Customer Success Manager position will require you to develop strong relationships with your customers, partner with other departments to ensure your customers’ needs are met and that they remain customers of Entrata. You must be able to effectively manage multiple projects that impact customers and see them through to completion.
Responsibilities will include
- Manage a portfolio of clients to ensure a high level of satisfaction and success is achieved
- Conduct regular meetings with your customers to review solution performance and provide best practice recommendations
- Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers
- Partner with our Support organization to ensure that the customers’ support needs are being met
- Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency
- Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers
- Educate customers on self-service tools, release processes, and other client programs
- Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks
- Attend sprint review meetings and advocate for customer needs in those meetings
- Maintain high-level knowledge of each of the Entrata offerings and configuration options
Minimum Qualifications
- B.A. / B.S. 2-3 years of customer success experience
- Desire to go the extra mile to ensure that your customers are happy and successful
- Strong organizational skills, with the ability to manage multiple projects simultaneously
- Ability to demonstrate patience while working through stressful situations and challenges
- Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers.
- Ability to travel up to 15% of the time
- Excellent communication, both verbal and written, and analytical skills
Preferred Qualifications
- 2-3 years of property management experience
- 2-3 years of customer success or other customer-facing experience in SAAS industry
- Experience working with Product and Development teams.
$51,700 - $82,500 a year
This band covers the full salary range for the role. Your offer within this range will depend on factors like experience, skills, and internal equity.
#LI-Remote
Benefits:
Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance.
Comprehensive medical, dental, and vision coverage, including fertility benefits, available for eligible employees and their families.
HSA/FSA options and employer-paid disability benefits provided for eligible employees.
Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security.
Wellness initiatives promoting physical and mental well-being, access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs.
Family-centric leave policies supporting new parents during significant life events.
Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community.
Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits.
Bi-annual swag drops for employees
Currently, Entrata hires in Arizona, Idaho, Nevada, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, Illinois, and Tennessee for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles. If you choose to apply and do not live in one of these states, your application may be reviewed on a case-by-case basis and salary ranges will be provided if required by state law
But members of the Entrata team aren’t just intelligent and ambitious, they’re the living embodiment of another core Value: “Excellent Alone, Better Together.” Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
It’s a great place to work! Will you join us?
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