Customer Success Manager, Courted

• 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
• The ideal candidate is excited to scale the CS team over the coming year. We are a hybrid workplace, spending 3 days a week in our NYC office in Chelsea
• 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
• 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
• 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