Director of Customer Success, Obligo
$160-180k
+ Bonus structure + Stock options
Flexible security deposit alternative for renting
Open for applications
Flexible security deposit alternative for renting
21-100 employees
Open for applications
$160-180k
+ Bonus structure + Stock options
21-100 employees
Company mission
Obligo's mission is to build trust between property owners and renters through financial technology.
Role
Who you are
- Experience:
- 5+ years in a client facing role at a B2B SaaS company
- 2+ years in a management role of a client-facing GTM team with a headcount of 4 direct reports or more
- 2+ year experience in a customer success team or equivalent
- Experience in proptech, fintech, or enterprise software is highly preferred
- Education: Bachelor’s degree in business, marketing, engineering, or related fields is preferred
- Leadership Skills: Ability to harness the cooperation of your direct reports, peers, and managers to your vision for the CS department
- Technical Aptitude: Ability to understand and configure complex SaaS platforms and work closely with our customer’s tech stacks, including accounting and CRM systems
- CRM: Must have the ability to harness our Hubspot instance to your advantage in terms of asking for custom fields or enforcing rules and automations. While you will be aided by our data and ops teams, you are expected to have the basic ability and confidence to create or modify views and reports on your own
- Data Proficiency: Ability to interpret data, gain insights, identify gaps, and point at the data you would need in order to answer business questions. Must have the ability to explain your data requirements at a technical level to members of the data or RevOps teams. Advantage if you’re able to create or modify simple reports and visualizations on Tableau or Sigma
- Personal Attributes: Excellent communication, relationship-building, and problem-solving skills. Ability to manage multiple priorities in a fast-paced environment. Ability to work in a transparent environment where problems, mistakes and inefficiencies are discussed daily
- Location: This role is based in New York City, with the expectation of working from our Union Square office three days each week
What the job involves
- We are seeking an experienced and data oriented Director of Customer Success to lead our Customer Success department, tasked with building successful partnerships with property management companies nationwide
- Reporting to the company’s COO and CoFounder, you will build a vision for our customer journey, make a positive impact on their business, turn them into evangelists, and help Obligo bring a more trusted rental relationship to millions of renters
- As a manager and coach you will set the standards for pipeline reviews, call reviews and account planning
- As a data driven leader you will define metrics and SLAs that pinpoint where and when interventions are necessary
- As the voice and champion of our customers, you will work cross departmentally with product, R&D, data, sales and marketing, to ensure Obligo delivers a world-class customer experience
- Make our customers successful: Help them derive the most value from Obligo’s product suite, as evident by their high usage, expansion, and retention metrics
- Make your team successful: Coach, mentor, set standards, conduct call reviews, hold pipeline review and lead account planning sessions to maximize the business impact, as well as the well being, of each team member
- Lead & scale the team: Step in to manage a team of 6 including 4 CSMs, 1 Account coordinator, and 1 implementation specialist, with an eye towards doubling the team and creating an additional layer of front-line management within the next 12-18 months
- Define our customer’s journey: From the smallest to our largest customers, define the playbooks for onboarding, training, QBRs, churn prevention and more
- Direct Customer Relationships: Build and maintain high-level relationships with our enterprise partners, becoming a trusted advisor who deeply understands their business goals and how it maps to our product suite
- Customer Advocacy: Act as the voice of the customer, advocating for customer needs across internal teams to inform product development and improve service delivery
- Cross-Department Collaboration: Work closely with sales, product, and marketing teams to create seamless client experiences and contribute to company growth through success stories, case studies, and client referrals
Our take
Moving into a property usually requires a security deposit, and whilst this will be returned upon move-out if a property has not been damaged, this money is soon spent once again on a new move-in deposit. This ultimately makes this chunk of money inaccessible to both the landlord and the renter, raising the question as to whether there is a better alternative to security deposits.
Obligo provides a flexible security deposit alternative for property renting, preventing renters from having to pay a security deposit up-front. Instead, the company provides a legal framework that only requires renters to pay when a damage charge has been submitted, with the company paying the landlord up-front whilst facilitating the renter to pay through interest-free instalments.
Landlords and renters already have choices for digital security deposit systems, but Obligo stands out by removing the necessity for up-front payments. By facilitating interest-free payments in the event that a damage charge is submitted, the company frees up security deposit cash for renters, without making renting relationships any less secure for the landlord.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Nov 2024
$17.5m
SERIES C
Nov 2021
$35m
SERIES B
Total funding: $73m
Company benefits
- Comprehensive health insurance that begins on day one with significant company contributions
- Bonus scheme & company stock options
- Generous PTO, Summer Fridays and work from anywhere policy
- Quarterly team kickoffs offsite, regular team dinners and outings
- 12 weeks of paid parental leave to take care of your new family
- Company laptop, remote office & cell phone bill reimbursement
- Commuter benefits
Company values
- Buy A Ticket - Commit irreversibly to action, even while some details are still unknown
- Under Promise & Over Deliver - Make realistic commitments and strive to surpass them
- Help Others Win - Assume good intentions and be the person you would want to work with
- Celebrate The Small Wins - Big wins are just a series of small ones
- Own It - Your accountability for success extends far beyond your designated role
- Share Mistakes Proudly - Growing, learning and being honest are things to take pride in
- Align Early, Act Boldly - Balance team alignment with fast, decisive execution
- Focus - Spend 95% of your time on your most promising 5% of ideas
- Plan Hard, Breathe Easy - Plan and prioritize effectively so you can truly enjoy your work, as well as your weekend
- Drive Action with Data - Measure your actions and their impact today to inspire the actions of tomorrow
Company HQ
Midtown Manhattan, New York, NY
Articles
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