ABOUT LeaseLock:

LeaseLock helps the world find home.

We are the world’s leading insurtech platform for real estate. We insure over $3B in leases. Our customers include real estate behemoths like Greystar, Cushman Wakefield, Avenue5 Residential, Goldman Sachs, and TruAmerica. We recently closed a $52M Series B backed by world class investors including SoftBank Venture Asia, Westerly Winds, and Wildcat Venture Partners.

LeaseLock saw 400% growth in 2020 with more than 1.5M homes on our platform. In 2021 we’ll keep that momentum going and are expanding our team to support the growth

ROLE SUMMARY

We are looking for a Senior Customer Success Operations Manager to partner with our internal teams and clients in order to develop a superior client experience that promotes client advocacy, retention and loyalty. This position will be reporting to the VP of Customer Success. You will provide client support for various reporting and technical items. You will be responsible for enhancing and optimizing the client experience, while delivering a high-level of customer satisfaction. Ideally, we are looking for an outstanding relationship-builder with a positive customer success mindset, technical aptitude, ability to troubleshoot, comfortable being hands-on in the trenches, and a collaborative nature. This is an entrepreneurial, high-growth, and fast pace atmosphere, and the ideal candidate will thrive and make an impact in that type of environment.

RESPONSIBILITIES 

• Examine and understand the full customer lifecycle at LeaseLock to drive continued results
• Take ownership of internal systems, reporting, and analysis within our CS org
• Partner with CS Leaders and internal stakeholders to continuously improve the CX 
• Deep dive into our reporting and analysis; helping identify key strategic insights to improve and optimize our business practices

• Identify gaps and inefficiencies in our customer journey, and begin to implement solutions for continuous improvements
• Develop a full understanding of our customer health so we can detect early warning signs of churn, find the ideal onboarding process, and identify post launch expansion opportunities
• Take ownership of specific aspects of our customer journey, including retention, customer health, claims, etc.

• Provide LeaseLock with predictive insights regarding Customer health, expansion and retention
• Assist clients in driving adoption and expansion of the LeaseLock program

QUALIFICATIONS 

• Should possess fantastic interpersonal skills and be strong advocate for both clients and LeaseLock
• Strong analytical background (Excel, Basic SQL)
• Experience with Business Intelligence tools, such as Looker or Tableau
• As an Account Operations Manager, you will be a member of the Client Services team, but will also work closely with our Data Science, Product, and Engineering teams
• Create Looker dashboards and conduct business analysis to answer the “who, what, when, why” questions of the organization
• The Operations Manager is rooted in collaboration and will require excellent and effective communication
• Strong analytical and problem solving skills 
• Highly organized and resourceful 
• Have experience directing and influencing others
• Excellent written and verbal communication skills 
• Passion for customer success 
• Growth mindset and adaptability
• Technical background preferred
• Insurance background preferred
• Bachelor's degree in Business or other related field
• Must become an insurance licensed agent 
• Experience with Reporting and Analysis in Excel, Salesforce, and Looker

PREFERENCES: 

• Experience in property management and/or insurance 
• Experience in a high growth, SAAS company 

BENEFITS:

• Full health, medical and dental benefits
• 401k matching
• Unlimited vacation time
• Opportunity to own and build a brand from the ground up
• Help make a difference in housing affordability in America

LEASELOCK COMPANY VALUES

• Customer  The customer’s success is our top priority. 
• Empathy  We support each other and embrace our diversity.
• Integrity We show up with honesty while bringing our authentic self to every situation.
• Innovation We are passionate about empowering ideas and making an impact with an infinite mindset.
• Optimism  We are ambitious, resilient, and committed to achieving our goals with confidence.