The Role
The Customer Success Manager at Entrata is responsible for managing client portfolios, ensuring customer satisfaction, and collaborating with various teams to support clients' needs and success with the Entrata platform.
Summary Generated by Built In
Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.
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.
*If you are located in Utah, this will be a hybrid role, 3 days/week in office.
Responsibilities
- 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
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, gym memberships, mental health resources, wellness challenges, and employee assistance programs.
Entrata Cares programs offers 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, Utah, Wyoming, Texas, North Carolina, Florida, Georgia, South Carolina, Ohio, Pennsylvania, and Illinois for Exempt roles and Arizona, Idaho, Utah, Wyoming, Texas, North Carolina, and Florida for Non-Exempt roles.
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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The Company
What We Do
Founded in 2003, Entrata® is the only comprehensive property management software provider with a single-login, open-access platform. Offering a wide variety of online tools including websites, mobile apps, payments, lease signing, accounting, and resident management, the Entrata platform currently serves more than 20,000 apartment communities nationwide. Entrata’s open API and superior selection of third-party integrations offer management companies the freedom to choose the technology and software that best fit their needs.
