Director of Customer Success, DoorLoop
Office located in Miami Beach, FL
Rental property management software
Job no longer available
Rental property management software
101-200 employees
Job no longer available
Office located in Miami Beach, FL
101-200 employees
Company mission
To help millions of owners and property managers worldwide by providing an easy and affordable software to manage rentals, collect rent, and grow portfolios.
Role
Who you are
- We are seeking a strategic and results-driven Director of Customer Success to lead our customer success efforts
- Bachelor’s degree in Business, Marketing, or related field. Master’s degree is a plus
- 7+ years of experience in customer success or account management, with at least 3 years in a leadership role, preferably managing teams that work with SMB clients
- Experience managing a pooled CSM model or overseeing CSM teams working across a high volume of smaller accounts. Experience building and scaling an onboarding program is critical
- Proven success in reducing churn, driving product adoption and customer growth in a B2B SaaS environment
- Strong strategic thinking and ability to align customer success initiatives with company goals
- Excellent communication, leadership, and relationship-building skills
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities
- Proficient with CRM and customer success tools (Salesforce, ChurnZero, Intercom, etc.), with a data-driven approach to tracking customer success metrics
- Strong understanding of customer success processes, best practices, and how to scale them across diverse customer bases
- Passion for customer success and demonstrated success in creating exceptional customer experiences
What the job involves
- This role will report directly into our VP of CX
- In this role, you will be responsible for our Customer Success & Account Management Team who are responsible for all ongoing proactive communication with customers, ensuring they receive maximum value from our solutions
- This team is also responsible for upsells and cross-sells so a strong commercial background is critical
- You will lead a team of pooled Customer Success Managers (CSMs) and Account Managers (AMs) who handle post-onboarding engagement for our SMB customers, driving retention, satisfaction, product adoption and expansion/growth
- Your primary focus will be on implementing customer success strategies that promote growth and reduce churn
- You will collaborate cross-functionally with teams such as Sales, Marketing, Product, and Support to ensure our customers' success and satisfaction
- Team Leadership: Lead, mentor, and manage a team of pooled CSMs who handle proactive customer communication and engagement for SMB accounts post-onboarding. Lead a team of Account Managers who will be driving expansion, cross-sell and up-sell revenue as well as owning retention
- Customer Success Strategy: Develop and execute a customer success strategy that ensures customers achieve their desired outcomes, fostering high customer retention and identifying expansion opportunities
- Explore opportunities for us to sell Customer Success as a Service as an additional revenue stream for DoorLoop
- Work with our Sales and Marketing teams to build out different pricing and packages to incorporate this as an option.Customer Engagement
- Oversight: Ensure that the CSMs are actively engaging with customers to drive product adoption, renewal, and expansion post-onboarding
- Proactive Customer Communication: Design and implement scalable, proactive communication strategies that ensure regular check-ins, success planning, and customer health monitoring
- Retention & Growth: Drive customer retention and identify upsell/cross-sell opportunities by ensuring customers are leveraging the full value of our product suite
- Customer Health Metrics: Oversee the monitoring of customer health metrics and direct the team to take action based on trends, risks, and opportunities
- Collaboration with Onboarding Team: Work closely with the onboarding team to ensure a seamless handoff to the post-onboarding CSMs, guaranteeing continuity in customer experience
- Customer Feedback Loop: Facilitate a feedback loop between customers and internal teams, sharing insights with Product, Sales, and Marketing to influence product development and refine value propositions
- Process Optimization: Continuously improve and scale customer success processes, identifying areas for optimization to better support the SMB segment and pooled model
- Data-Driven Leadership: Utilize data and analytics to track performance metrics, generate insights, and create reports that provide visibility into the health and success of our customer base
- Executive Reporting: Report to senior leadership on customer success metrics, strategies, risks, and opportunities, offering clear visibility into customer satisfaction, retention, and growth
- Communication & Change Management: Develop communication plans that keep internal and external stakeholders informed about changes. Be a strong voice in the organization for customer advocacy and drive forwards change that will benefit the business, employees and our customers
- Project Management: Oversee customer success projects, such as product implementations, upsell initiatives, and process improvements. Ensure successful completion of projects on time and within scope
- Organizational Architecture: Lead the restructuring of the Customer Success organization to ensure it is set up to scale and support future growth. Identify areas for improvement in structure, workflow, and team roles
- You will work directly with our co-founders and will receive training on all tasks
- This position is one with many responsibilities that will continually change as we continue to grow
- The most important part is that you learn as much as you can from others around you, and help improve the company in any way possible
Application process
- You will be asked to complete an application, followed by a 25 minute assessment to make sure you're an A Player who also takes this process seriously
Our take
Thanks to a push for innovation in the real estate sector, property management software has developed into quite a crowded market. DoorLoop is a relatively new entrant competing against long-time players like AppFolio, RealPage, and Yardi. It’s what makes DoorLoop’s rapid growth quite so remarkable - the software has been taken up by tens of thousands of customers worldwide since its public launch in 2021.
Compared to DoorLoop, older incumbents are failing to meet the kind of onboarding efficiency that customers expect, as well as providing fewer integrations and a lower standard of customer service. DoorLoop's flexibility and responsiveness in particular has been well-received by its customers.
Currently targeting the mid-sized property management market of customers who manage up to 10,000 units, DoorLoop is hoping to boost its brand recognition to lure larger customers away from its rivals. Its latest round of funding will support the growth of its team and expand its R&D operations.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
161% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2024
$100m
SERIES B
Aug 2024
$20m
SERIES A
Total funding: $130m
Company benefits
- Unlimited time off with unlimited personal, vacation, and sick days
- No dress code, strict rules, or "policies"
- For those working in our Miami office - Work on Lincoln Road, the most vibrant and energetic street worldwide with tons of great restaurants and activities, walking distance from the beach!
- Great equipment from ergonomic chairs, stand-up desks, Mac or PC laptops; whatever makes you more comfortable & efficient
- 401k with 4% matching. No time delays & no vesting schedules. Enroll and keep all money on day 1
- Health insurance reimbursement of $200 per month, or $400 if you have a dependent (children, etc...) to any plan you want!
- Get paid with Gusto payroll - Split paychecks between different bank accounts, save money automatically towards a travel or emergency fund. Get a high-interest savings account, free payroll advances, and more
- Company expense card and monthly stipend for any business related expenses
- World class training program that generated millions in revenue across our two previous successful companies that were acquired
- Monthly classes from our co-founders on how to invest your money in a diversified portfolio of real estate, stocks, IRA, 529 Plans, and more
Company HQ
Flamingo / Lummus, Miami Beach, FL
Leadership
David Bitton
(Co-Founder & CMO)As a 5X entrepreneur and best-selling author, David’s bringing their knowledge of real estate and technology to DoorLoop after co-founding a legal CRM software that was acquired.
Ori Tamuz
(Co-Founder & CEO)Ori, a real estate investor himself, has co-founded and sold two highly successful software companies still being used today by tens of thousands of people in over 170 countries worldwide.
Itay Gardi
(Co-Founder & CTO)As an expert developer, designer, and project manager, Itay has transformed multiple tech companies into successful industry leaders and is leading DoorLoop's development teams.
Matthew Cave
(Co-Founder & CSD)With a master's degree in real estate and experience as a commercial project manager, CFO, and COO for numerous software companies, Matt’s career has spanned both the real estate and tech industries.
Adam Mait
(Co-Founder & COO)A licensed attorney, real estate developer, realtor, and martial artist, “Mait” brings to DoorLoop best practices from years of commercial real estate development and management.
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