Customer Success Manager - Entrata

Job Title: Customer Success Manager
Job Location: Lehi, Utah
Job Listing URL: https://jobs.lever.co/entrata/3c71a400-0f1a-4609-94e0-551df38f891f
Job Description: Since its inception in 2003, driven by visionary college students transforming online rent payment, Entrata has evolved into a global leader serving property owners, managers, and residents. Honored with prestigious awards like the Utah Business Fast 50, Silicon Slopes Hall of Fame - Software Company - 2022, Women Tech Council Shatter List, our comprehensive software suite spans rent payments, insurance, leasing, maintenance, marketing, and communication tools, reshaping property management worldwide.

Our 2200+ global team members embody intelligence and adaptability, engaging actively from top executives to part-time employees. With offices across Utah, Texas, India, Israel, and the Netherlands, Entrata blends startup innovation with established stability, evident in our transparent communication values and executive town halls. Our product isn't just desirable; it's industry essential. At Entrata, we passionately refine living experiences, uphold collective excellence, embrace boldness and resilience, and prioritize different perspectives, endeavoring to craft a better world to live in.

If you obsess over and are driven by making customers wildly successful, you might be just the person we are looking for! Entrata’s Customer Success department is seeking a Customer Success Manager based in one of our approved states.

As part of the Customer Success team, you will be responsible for ensuring your customers are successful with the Entrata platform! The Customer Success Manager position will require you to develop strong relationships with your customers, partner with other departments to ensure your customers’ needs are met and that they remain customers of Entrata. You must be able to effectively manage multiple projects that impact customers and see them through to completion.

*If you are located in Utah, this will be a hybrid role, 3 days/week in office.

Responsibilities:
Manage a portfolio of clients to ensure a high level of satisfaction and success is achieved
Conduct regular meetings with your customers to review solution performance and provide best practice recommendations
Collaborate regularly with Development and Product teams to ensure that the Entrata platform continues to evolve and meet the needs of our customers
Partner with our Support organization to ensure that the customers’ support needs are being met
Facilitate the transition out of implementation and support the client’s drive toward self-sufficiency
Create a tailored plan, in collaboration with Sales, to ensure continued success and growth for your customers
Educate customers on self-service tools, release processes, and other client programs
Advise customers on process and system risks based on organizational constraints and develop solutions to mitigate risks
Attend sprint review meetings and advocate for customer needs in those meetings
Maintain high-level knowledge of each of the Entrata offerings and configuration options
Minimum Qualifications:
B.A. / B.S. 2-3 years of customer success experience
Desire to go the extra mile to ensure that your customers are happy and successful
Strong organizational skills, with the ability to manage multiple projects simultaneously
Ability to demonstrate patience while working through stressful situations and challenges
Work autonomously - you will always have the ability to call on peers and managers to coach you on specific situations, but you are expected to manage your time and portfolio of customers
Ability to travel up to 15% of the time
Excellent communication, both verbal and written, and analytical skills
Preferred Qualifications:
2-3 years of property management experience
2-3 years of customer success or other customer-facing experience in SAAS industry
Experience working with Product and Development teams