Senior Customer Success Manager

Reonomy

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/09/2021
  • Website: reonomy.com
  • Company Address: 915 Broadway Suite 602, New York, NY, 10010

About Reonomy

Reonomy leverages big data, partnerships and machine learning to connect the fragmented, disparate world of commercial real estate. By providing unparalleled access to property intelligence, Reonomy products empower individuals, teams, and companies to unlock insights and discover new opportunities.

Job Description

Reonomy leverages big data, partnerships and machine learning to connect the fragmented, disparate world of commercial real estate. By providing unparalleled access to property intelligence, Reonomy products empower individuals, teams, and companies to unlock insights and discover new opportunities. 
 
Headquartered in New York, Reonomy has raised $128 million from top investors, including Sapphire Ventures, Bain Capital, Softbank, Primary Ventures, Georgian Partners, Wells Fargo Strategic Capital, Citi Ventures, and Untitled Investments. Our clients represent the biggest names in CRE, including Newmark Knight Frank, CBRE, Cushman & Wakefield, and Tishman Speyer. 
 
If you're excited by growth, innovation and the ability to shape one of the biggest markets, join us as our journey is just beginning! 
 
ABOUT THE ROLE:
 
The Customer Success team at Reonomy is growing quickly, and looking for an empathetic, self-starter to help support and drive our mid-market and enterprise user base. As a Senior Customer Success Manager, you will ensure that our users maximize their Reonomy experience by being both a product expert and evangelist. You will train, onboard and continuously support all users in your book of business via on-going trainings, individual calls, email, QBRs and other forms of communication to build long lasting relationships and drive revenue growth. Additionally, you will track user engagement, identify at risk users and identify opportunities to grow your accounts. In this role, you will have a strong knack for account mapping, while approaching upsells and renewals with a consultative and strategic mindset.
 
If you consider yourself an exceptional relationship builder and problem solver, then you might be our next Senior Customer Success Manager!

Responsibilities include:

    • Provide an exceptional customer experience for our mid-market and enterprise clients through onboarding, trainings and continuous support
    • Negotiate renewals and upsell contracts with C-level decision makers at mid-market and enterprise accounts 
    • Track usage metrics and proactively create account plans for at-risk users
    • Maintain a clean and accurate customer database in CRM (SFDC)
    • Liaise between product and engineering to gather product feedback from customers and troubleshoot issues/bugs 
    • Identify opportunities for growth and upsell within your accounts by account mapping and expanding relationships within the account
    • Work closely with management and Exec on large upsells and renewal opportunities, when appropriate

ABOUT YOU:

    • 3+ years of SaaS or CRE Customer Success or Account Management exp (CRE tech a plus)
    • Experience managing book of business > $1M ARR
    • Strong ability to demo a product and communicate technical data concepts with mid-market and enterprise accounts
    • Skilled at building rapport, establishing credibility and presenting to account stakeholders at the C-suite level
    • Experience working with a complex SaaS product with sophisticated users
    • Strategic problem solver with an appetite for a collaborative working environment
    • Previous experience using Salesforce.com or similar CRM
    • Excellent communication skills with a high level of empathy
    • BA/BS Degree

BENEFITS:

    • Competitive salary
    • 100% coverage on medical, vision and dental health plans
    • Company stock options
    • Unlimited Vacation
    • 401k plan and commuter benefits
    • Access to our Continuing Education Stipend
    • Perks: WFH package, FREE ClassPass membership, FREE Headspace premium membership, FREE Citi Bike membership, & team outings!
#LI-LO1
 
*Applicants must be currently authorized to work in the United States on a full-time basis.
 
*We do not accept unsolicited resumes from outside recruiters/placement agencies. Reonomy will not pay fees associated with resumes presented through unsolicited means.

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