Customer Success Manager, Courted

• You are passionate about solving customers’ problems and helping them succeed
• You are inquisitive and enjoy deeply understanding a customer’s business, pain points, and growth aspirations
• You are a natural teacher and can clearly communicate both how a product works, and how it is valuable
• You can come up with solutions that greatly benefit both the customer and the company
• You are exceptionally organized and can roll up your sleeves and get things done without sacrificing quality
• You are excited to work alongside a group of talented, motivated individuals trying to transform the way brokerages recruit/retain agents and grow
• 2-3 years of customer/client-facing experience, particularly spanning a large book of business (50+ customers)
• Experience running successful renewals and achieving retention targets
• Exceptional organizational skills and ability to navigate and execute across competing priorities without sacrificing quality
• Passion for building relationships with customers and users and helping them achieve their goals
• Ability to recognize problems that are systemic and implement broad solutions
• Ability to understand and speak fluently about a technical product and other technical concepts, including APIs, predictive analytics, and machine learning
• Proficiency or aptitude in Excel/Sheets and PowerPoint/Slides or equivalent
• Excitement to join a dynamic and fast paced startup where each day is different and to roll up your sleeves and get stuff done

Desirable

• Customer Success Managers at Courted are a critical part of everything we do, building deep relationships with our customers and ensuring we understand and prioritize their needs
• CSMs are there for every part of the customer journey, from onboarding to ongoing success and growth
• Unlike CSM roles at larger companies, CSMs at Courted wear many hats, from Go-To-Market Strategy to Operations, Product Research, and more
• The ideal candidate can quickly understand customer needs, solve problems, and collaborate with internal teams to enhance customer experiences and quickly unblock them as they use Courted
• This position also demands a proactive approach to customer retention and growth through data-driven insights and optimization strategies, and a successful CSM will recognize opportunities to help our most valuable customers 10x their success using our platform
• As a founding member of the Customer Success team, you will not only execute on an established set of practices but build a ton of new processes from scratch
• The ideal candidate is excited to scale the CS team over the coming year
• Own customer relationships and ensure they are engaged and have adopted Courted into their day to day operations
• Onboard large customers onto Courted, ensuring they are 100% comfortable and confident using Courted to accelerate their success and growth. Hold ongoing training sessions to align on priorities/goals and share product updates
• Own the customer renewal process with the support of the CS team lead. Hold managed renewals with our largest customers, as well as scaled renewals with smaller customers
• Understand customer needs and priorities, coming up with both micro and macro solutions based on whether the need is systemic
• Be the go-to person at Courted for customer insights, both anecdotal as well as based on data. Shape our roadmap to respond to customers’ highest-priority needs and pain points
• Conduct regular business reviews with senior client stakeholders to communicate return on investment and strengthen relationships
• Work on a variety of initiatives outside of traditional Customer Success, including strategy, operations, product research, and more based on your interest