Customer Success Manager

+1 more | Remote
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About Perchwell

Perchwell is a distributed team of intellectually curious and passionate individuals who are working together with forward-thinking MLS and brokerages on a mission to change the real estate industry. As a complete market intelligence, search and collaboration solution, we enable agents to differentiate themselves by more effectively serving their clients, and grow their business as a result.

As a team, we have diverse backgrounds, interests and lifestyles, but we are united by our values. We do exceptional work, pay attention to the details, build great products, and have a positive impact on the industry we serve.

Built in NYC, one of the most competitive real estate markets in the world, our clients include top local and national brokerages, which serve as natural distribution channels as we launch in new markets across the country.

Already profitable and growing rapidly, we’re using our recent Series A (Founders Fund, Lux Capital) to launch into new markets across the US, with target revenue growth of 10x and team growth of 5x within the next 12 months.

About the Role

Perchwell is looking for a world-class teammate to help build our customer success and support functions.

We're still a small team, but we're growing fast, and as we continue our expansion into new markets across the US, we need team members that can help us grow, onboard new customers, support their engagement with our products, and grow the accounts.  Reporting to the Manager of Customer Success, you will be responsible for supporting our customers, and assisting with the strategic vision of Perchwell. This includes onboarding, growing and retaining customers. 

Key Responsibilities
  • Maintain a detailed understanding of products and services 
  • Handle customer support and product inquiries within the standard SLA
  • Assist customers with questions and suggest the best practices for their business needs
  • Multi-task and track dozens of open tickets at various stages of completion
  • Communicate the root cause to customers, and offer training as needed
  • Drive higher product adoption, customer satisfaction and overall health scores
  • Review customer complaints and concerns and seek to improve all aspects of the customer experience
  • Proactively identify customers experiencing repeated issues or requests that are not resolved to their satisfaction. Escalate issues, as needed
  • Advocate for the overall customer experience with the Product team and help shape the roadmap of Perchwell
  • Reduce churn and drive new business growth through greater advocacy and reference ability
Job Requirements
  • 3-5 years experience in a SaaS customer facing role (support, customer success or customer service) 
  • Ability to think analytically, develop processes, solve problems, and communicate clearly
  • Excellent written and verbal communication skills
  • Real estate experience a plus, but not required
  • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
  • Able to collaborate across the organization and with external stakeholders
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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • KotlinLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • BackboneLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • AWS (Amazon Web Services)Frameworks
    • PostgreSQLDatabases
    • HeapAnalytics
    • FigmaDesign
    • muralDesign
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • Monday.comManagement
    • Pivotal TrackerManagement

An Insider's view of Perchwell

How would you describe the company’s work-life balance?

Perchwell is a wonderful work-life balanced company with great scope for individual growth.

Sara

Operations Specialist

What kinds of technical challenges do you and your team face?

We’re tackling the challenge of building out world-class data ingestion and analytics capabilities that will serve as the MLS of the future. And at the same time, we’re architecting an ecosystem of tools that will scale to support the interactions of millions of brokers and their customers.

Troy

Software Engineer

How does the company support your career growth?

Perchwell has given me the tools to continue developing my career by providing a variety of tasks and objectives while letting me explore solutions how I see fit.

Erik

Senior Data Anaylst

What is your vision for the company?

The real estate market is incredibly complex and Perchwell is building a future and empowering professionals where market data can easily be harnessed and tailored to every person's unique situation. Enabling better outcomes on all sides. If you’re excited by the opportunity to make an outsized impact on a vital industry we’d love to hear from you!

Brendan

CEO

How has your career grown since starting at the company?

Since I started I was a CS associate with minimal freedom and now I have built great relationships with our clients, CEO’s, etc. I also have freedom to manage my day and time, and my opinion is trusted and valued.

Sera

Senior Customer Success Specialist

What are Perchwell Perks + Benefits

Perchwell Benefits Overview

Competitive compensation
Stock options
Unlimited PTO & Sick Time
401K
10 Paid Holidays
Remote Friendly Organization
Home Office Set Up with Equipment
Comprehensive health benefits
Growth opportunities working with our leadership team as we expand
Fully stocked kitchen
Open office with customizable workspace (Mac computers, adjustable standing desk and extra monitors)
NYC Soho Office Headquarters
Annual Destination/On-Site Meet Ups

Culture
Friends outside of work
Eat lunch together
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Unlimited PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Pet Friendly
Professional Development Benefits
Promote from within

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