Client Success Manager I

Description

The Client Success Manager is responsible for developing customer relationships that promote growth and retention. The job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction. To be successful, the CSM must have an in-depth knowledge of company products, services, partner integrations, and client business practices, and possess effective communication skills with a genuine desire to understand the client’s business and provide value through actionable insights.

Requirements

• Proactively identify and escalate opportunities for growth and clients at risk.
• Conduct regular check-ins and quarterly business reviews with assigned clients to ensure satisfaction and alignment.
• Provide a high level of actionable insight and data analysis to provide value for our customers.
• Analyze customer data to improve customer experience, maximize value, and minimize customer churn.
• Accurately document and update client records, support notes, and interactions in Salesforce, ZenDesk, Dialpad, and Confluence.
• Mediate between clients and the organization, escalating customer requests and complaints as needed to ensure resolution.
• Hold product demonstrations for customers and provide feedback to aid in product design and development.
• Evaluate and improve tutorials and other communication infrastructure to enhance the customer experience.
• Participate in all team meetings and provide process enhancement feedback while evangelizing the culture and spirit of teamwork.
• Consistently meet OKRs and KPIs as communicated by your manager.
• Other tasks as assigned by Manager. 

Internal Interfaces: Sales, Product, Engineering, Senior Manager of Client Success, and the Support/QA teams.

External Interfaces: Property managers, client stakeholders, and hardware installers.

Decision-Making Authority: Independently manages day-to-day client communications and check-ins; collaborates with management on identifying at-risk escalation strategies and growth opportunities.

Escalation Points: Critical client complaints, high-priority technical issues, or significant churn risks should be escalated to the Senior Manager, Client Success.

• Retention Rate: Meeting or exceeding churn prevention targets for the assigned portfolio.
• Growth/Expansion: Identifying and converting opportunities for account growth.
• CSAT/NPS: Maintaining high customer satisfaction and net promoter scores.
• OKR Attainment: Consistent achievement of quarterly business objectives.
• Documentation Accuracy: Timely and accurate updates within Salesforce and ZenDesk.

• Bachelor's degree.
• 3-5 years of experience in a customer success role.
• Experience with Salesforce, ZenDesk, or other comparable CRMs and support ticketing systems.
• Prior experience in SaaS, real estate, or PropTech.
• Technical aptitude and ability to identify alternative solutions to customer issues.
• Excellent communication—verbal, written, and interpersonal with strong active listening skills.
• Ability to handle multiple, critical, high-priority issues with a sense of urgency.
• Proficiency with Google Suite products.
• Detail-oriented and dependable, with a positive and inquisitive attitude.

• Real Estate industry experience.
• A proven track record of providing excellent customer advocacy.
• Experience working in a fast-paced, team-centered environment.

Success in this role is defined by building deep trust with Rently's Core and SMB clients. A successful CSM I will not only maintain a high retention rate but will also become a proactive consultant who uses data to show clients how to get the most out of our smart home technology. By staying organized and collaborating cross-functionally, you ensure that every client interaction adds value and strengthens their long-term partnership with Rently.

For applicants located in California, the salary range for this full-time role is expected to be $85,000 - $90,000 per year. This range is a reflection of base salary only, not of a total compensation package. Please note Rently reserves the right to pay more or less than the posted range, depending on the candidate's experience and qualifications, and that the expected salary range may be different for candidates located outside of California.

Full-Time Employee Benefits:

75% monthly medical, dental, vision, disability, and life insurance premium coverage via Anthem Blue Cross with 2 HMO options (where available) and 2 PPO options. FSA, STD, LTD, and other voluntary plans available. Coverage extends to employee, spouse, registered domestic partner, and dependent children.

401k with 3% Rently match

Paid time off

Sick time off

Partial gym membership reimbursement

Partial pet insurance reimbursement

Career growth opportunities

Professional development opportunities

Work related travel opportunities (dependent on role)

Company gatherings & team events

And more!

Rently is an ISO 27001 and PIMS 27701 Certified Organization

By applying to this role, you confirm you are legally authorized to work in the United States. Rently US does not provide sponsorship.