Senior Customer Success Manager

Cherre

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/10/2021
  • Website: cherre.com
  • Company Address: 989 6th Ave., New York, NY, 10018

About Cherre

Cherre provides investors, insurers, brokers and other large enterprises with a platform to collect, resolve, and augment real estate data from thousands of public, private, and internal sources.

Job Description

Cherre provides investors, lenders, insurers, brokers and other large enterprises with a platform to collect, resolve, and augment real estate data from thousands of public, private, and internal sources. By providing a “single source of truth,” we empower companies to evaluate opportunities and trends faster and more accurately, while saving them millions of dollars in manual data collection and analytics costs.
 
At Cherre, we take the customer experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Customer Success team takes the lead in engaging with our customers to ensure a positive experience using Cherre. The Customer Success team is also responsible for product adoption, customer satisfaction, the customer relationship, renewals, and growth across our existing customer base. 
 
We’re looking for candidates that have a background in B2B SaaS companies, as well as real estate and/or insurance industry knowledge, to ensure they understand our customer’s operations and success metrics.
 

You'll Be Responsible For

    • Delivering on customers’ business outcomes, increasing product adoption, identifying expansion opportunities, customer loyalty, and customer retention. 
    • Managing key accounts and day-to-day relationships with both platform users and data partners. 
    • Expanding our customer references, case studies, and working with Marketing, Product, and Sales to develop customer collateral.  
    • Planning and executing customer renewals.  
    • Contributing to our customer facing CS processes, policies, playbooks, and values to deeply integrate Cherre into our clients’ every day workflow. 
    • Documenting internal processes and creating a scalable infrastructure to enable a superior overall customer experience. 
    • Efficiently channeling customer feedback to the product team, and working with the team to find solutions that meet or exceed customer expectations. 
    • Handling customer escalations and helping with successful resolution. 
    • Coordinating and managing ongoing customer calls and executive business reviews. 
    • Capturing customer success details and progress within our CRM.

Your Qualities:

    • 10+ years of customer-facing experience and experience working with executives. 
    • 3+ years of customer success or account management experience with a technical (SaaS) product. 
    • Proven experience and ability managing the renewal process, as well as very strong negotiation skills. 
    • Highly organized with the ability to define milestones, success criteria, and resources allocation to ensure on-time delivery. A background in project management is a plus. 
    • Understanding the Commercial Real Estate industry, and how companies benefit by leveraging data.
    • Analytical mindset to leverage data and statistics to identify patterns and anomalies, and generate recommendations for process/product improvements. 
    • Process improvement experience. Excellent communication, presentation, conflict resolution, and problem solving skills, with focus on guiding customers through adopting out-of-the-box features as opposed to custom deliverables. 
    • A customer-centric mindset and approach to all interactions.
    • Experience advocating for your customers’ needs within an organization and driving to solutions.

Benefits

    • Competitive Base Salary
    • Equity
    • Attractive Healthcare Plans 
    • Paid Parental Leave
    • Educational Credit
    • Unlimited Vacation
    • Flexible Work Schedule
If this opportunity sounds interesting, apply or reach out to our internal talent team. We are happy to tell you more about Cherre: the technology we work with, the problems we solve, the team we are assembling, and the culture we all contribute to. We are excited you are considering working with us and look forward to hearing from you!
 
“At the top of the mountain we are all snow leopards.” - Hunter S. Thompson
 
Cherre is an equal opportunity employer. We pride ourselves on hiring the best people for the job no matter their race, sex, orientation, nationality, religion, disability, or age.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.