Customer Success Manager

Summary
As a Customer Success Manager, you will play a pivotal role in our Customer Success organization, driving customer satisfaction and sales growth. Your primary focus will be nurturing existing relationships with customers and end users and cultivating new ones, ensuring a seamless customer experience and contributing significantly to our sales momentum. This is a hybrid position that requires two to three days on-site at our Lehi, UT office or Bethesda, MD headquarters.
Responsibilities

• Partner with the appropriate sales teams to nurture strong customer relationships, ensuring a seamless and exceptional customer experience
• Maintain regular communication with key account representatives of multifamily customers, fostering strong relationships and identifying growth opportunities
• Develop a deep understanding of customers' current and future needs, identifying and presenting opportunities for customers to expand their use of Brivo products
• Execute proactive retention strategies to ensure long-term customer loyalty and satisfaction, such as conducting regular business reviews
• Lead project management for new account roll-outs and guide new customers through a seamless onboarding process using the multifamily customer playbook
• Utilize Salesforce to track and analyze key performance indicators, providing actionable insights to management
• Acquire and maintain expertise in internal Brivo administrative processes, enabling swift resolution of customer issues and proactive problem-solving

Qualifications

• 3+ years of experience in a Customer Success, Account Management, or similar client-facing role, preferably in the SaaS or multifamily industry
• Proven track record of achieving sales or revenue growth targets
• Ability to identify and capitalize on opportunities for collaboration and partnership with customers
• Customer-centric mindset with a proven ability to anticipate needs, resolve issues, and exceed expectations
• Exceptional verbal and written communication skills with a keen ability to engage and build rapport with customers
• Capable of working both independently and collaboratively within a team environment
• Proactive and innovative mindset with a passion for continuous improvement
• Working knowledge of Salesforce, Jira, Asana, or similar customer tracking and project management software is preferred

The compensation package for this full-time position includes a base salary range of $60,000 - $70,000 annually. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition to cash compensation (base salary and, where applicable, incentive or overtime pay), Brivonians enjoy a robust benefits and perks package tailored to their work location. Learn more at www.brivo.com/about/careers.