Customer Success Manager

Homeowner.ai is the innovator behind homeowner portals, or “hubs,” designed to empower consumers by helping them build wealth and manage their homes efficiently all in one place, and in collaboration with trusted home professionals. As a venture-backed tech company, we’re dedicated to simplifying homeownership for everyone involved. Our platform supports professionals across various industries by providing a modern, consumer-focused experience tailored to today’s homeowners.

What We’re Looking For

We’re looking for a dynamic Customer Success Manager (CSM) to empower professionals who serve homeowners by making them successful with Homeowner.ai. In this role, you will guide our clients through the onboarding process, helping them leverage our innovative technology to grow their businesses and maintain lasting connections with consumers throughout the homeownership journey.

You will be the ambassador, relationship manager, primary point of contact, and go-to expert for Homeowner.ai clients. Most of your time will be client-facing, where you’ll focus on building strong relationships and delivering real-time, best-in-class support to ensure their success.

Collaboration with internal stakeholders is crucial to your success in this role. You’ll work closely with the product, sales, and marketing teams, serving as the Voice of the Customer, which is a pivotal role in our early-stage company. Your ability to learn, problem-solve, and adapt will be key to success in this position.

Duties & Responsibilities

• Lead New Customer Kickoff Calls: Partner with customers to create tailored success plans that drive growth and adoption.
• Develop and Review Success Plans: Establish success plans with growth and adoption KPIs, reviewing progress with customers on a monthly basis.
• Collaborate with Marketing: Work closely with the marketing team to provide customers with materials that enhance their success.
• Proactive Customer Training: Train, educate, and nurture customers on best practices for using Homeowner.ai to maximize their success.
• Develop and Share Success Stories: Capture success stories from early adopters and share them with the marketing and sales teams.
• Customer Support: Address customer questions and collaborate with product and support teams to resolve any issues.
• Document Best Practices: Continuously document and refine best practices and training materials.
• Feedback to Product Development: Provide ongoing customer feedback to the product development team, highlighting issues and suggesting improvements.

Key Competencies

• Customer-Centric Mindset: Strongly driven by customer success and satisfaction.
• Time Management: Skilled at managing a busy schedule, including customer calls, training sessions, onboarding, and follow-up activities.
• Account Growth: Proficient in creating success plans and driving account growth.
• Self-Motivated Problem Solver: Highly motivated, with strong problem-solving abilities and a collaborative approach.
• Creative Thinking: Innovative in devising new strategies to drive adoption and growth.
• Communication Skills: Excellent written, verbal, and interpersonal communication skills.
• Webinar Experience: Experienced in conducting live webinars, both online and occasionally in person, for large groups.
• Tech Savvy: Comfortable introducing new software and features to customers, with a talent for driving excitement and engagement.
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Our Ideal Candidate

• Preferred experience as a CSM, Account Manager or Trainer in the real estate, mortgage or title industries
• Team player who is eager to learn, teach and driven by customer success
• Creative and self motivated to develop new ways to drive product adoption and growth
• Able to prioritize, multitask, and meet tight launch deadlines simultaneously
• Comfortable with ambiguity and adaptable to new situations and roles
• Driven by data and metrics to measure and understand what is driving adoption and growth

What We Offer

• Competitive pay
• Opportunity to advance with a high-growth company
• Medical, vision, dental, flexible time off
• A casual and supportive work culture where collaboration is at the heart of everything we do

Location

• We are a fully remote company with headquarters in Austin, TX