Client Success Manager (Renter) at Updater (Remote)

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Updater is growing again and we are looking for an experienced Client Success Manager who has a passion for the tech industry. If  you love using data to make decisions and better understand your clients, and you also enjoy working remotely and having autonomy in your role, this could be perfect for you.

As a Client Success Manager, you will be managing multiple of our small and medium accounts, reporting to the Manager of Client Success, with a focus on increasing Updater’s user adoption with our property management clients. You’ll serve as our clients’ primary business liaison – their go-to for all things “Updater.” You’ll be responsible for guiding our clients through the entire lifecycle of the relationship, helping deploy Updater, advising them on best practices, and, ultimately, achieve excellent value and ROI. Experience in moving/property management isn't necessary, we'll teach you that part, we want you to bring your tech and SaaS expertise to the team.

Moving is one of the most universally relatable problems. Everyone has moved at least once and everyone thinks moving is painful. Updater is solving that pain at scale. We’re a well funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing quickly.

About the Role
  • Onboard new clients on the Updater solution by consulting on their business goals, setting the stage for adoption, advocacy, and renewals. 
  • Lead the implementation phase: create a project scope and timeline, collaborate with our integrations team, organize data sets, and submit technical tickets.
  • Successfully manage and serve as the trusted advisor to our accounts by constantly reinforcing our value every day with key client stakeholders.
  • Monitor and evaluate data and conduct regular business reviews.
  • Work with training to help educate and train clients on the Updater platform.
  • Project manage and track progress on client-specific initiatives to help them reach their goals. 
  • Provide ongoing support, responding to their queries in a timely manner. 
  • Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools. 
  • Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Client Success team.
About You
  • Empathy: you strive to see the world from your clients’ point of view in order to anticipate their needs
  • Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to alternate way of doing things
  • Strong communication: you're comfortable talking and presenting with various stakeholders including VPs, C-level execs, and on-site teams in the property management space
  • Comfortable with Ambiguity: you can effectively cope with uncertainty and make decisions on the basis of the information you have, even if that isn’t the whole picture
  • Client-facing experience: 2+ years in Client Success 
  • Experience working within a SaaS or enterprise software-related field
Bonus Points For
  • Certification and/or strong proficiency in data analytics
  • Experience in the B2B2C world
  • Salesforce/CRM/Gainsight familiarity
About Updater

Updater makes moving easier for the 11 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Headquartered in New York City, Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

More Information on Updater
Updater operates in the Real Estate industry. The company is located in New York, NY. Updater was founded in 2011. It has 168 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental Benefits, Vision Benefits, Health Insurance Benefits, Life Insurance and Mental Health Benefits. To see all 12 open jobs at Updater, click here.
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