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Customer Success Manager

HqO is a fast-growing company that is revolutionizing the commercial real estate industry by better connecting landlords to their building tenants. We help landlords enable tenant experiences that surprise and delight through software, provide them with data to drive decisions, and ultimately increase the value of their assets. At HqO, each and every person plays an important role in shaping the future of our company and the industry itself. Join us as we empower the real estate companies to provide incredible experiences and build a stronger community for their tenants.

We’re excited to grow our team and have lots of opportunities for career development, so if you’re passionate about what you do and want to work in a fun and growing industry, join us!

 

About You

You’re obsessed with delivering top tier customer success and pride yourself on delivering industry-leading NPS scores. You relentlessly focus on exceeding customer expectations. You have a constant pulse on your customers and effectively minimize churn. You are goal-oriented and can think high level about the important initiatives your customer requires to achieve important business outcomes. You are an awesome collaborator and enjoy working with others.

About the Role

  • Own the entire customer lifecycle and act as the quarterback for the Customer team.
  • Obsessively understand, document, track, and revise Customer Outcomes.
  • Be curious. Ask thoughtful questions and seek to understand the unique needs of each customer.
  • Create, execute, and evolve Success Plans and ensure customers are continuously working toward key milestones.
  • Consult on industry and product best practices and lead Business Reviews. Present to a variety of internal and external audiences at varying levels and technical proficiency.. 
  • Become an expert in HqO and educate customers on the use & benefits of our products and identify expansion opportunities and partner with sales for growth
  • Develop multi-level relationships throughout customer organizations
  • Act as Become a trusted advisor to executives & key stakeholders
  • Advocate for customers internally by providing continuous feedback to HqO’s Sales, Marketing, Product, & Engineering teams
  • Capture and assimilate customer requests and new features or feature enhancements to Product Management
  • Achieve/exceed target OKRs including but not limited to NPS, customer health, net revenue retention, upsells 
  • Proactively identify and communicate churn risk and provide a strategy to prevent/reduce churn

About the ideal candidate

  • Passionate about technology, innovation, and customer experience
  • Excited to work in a fast-paced, rapidly changing startup environment.
  • Able to see the big picture and inspire customers - CRE tech is a rapidly evolving landscape and we need folks who can drive the industry forward.
  • Proactive and self-motivated.
  • Rigorous attention to detail.  But not at sake of speed.
  • Able to demonstrate empathy to develop a strong rapport with customers and partners.
  • Able to document and navigate complex multi-layered organizational structures.
  • Obsessed with improving user experience and daily life at work through technology
  • An excellent communicator. Able to recognize different customer motivations and needs, and communicate effectively across multiple stakeholders. 
  • A strong mediator. Demonstrated ability to understand as well as represent competing points of view, both internal and external, while deriving the best outcome for all parties involved. Be comfortable with conflict resolution should the need ever arise.
  • Able to multi-task and context-switch.  Proven ability to discern the critical few from the trivial many.
  • A creative, out of the box thinker with previous experience taking a concept from ideation through validation and execution.
  • Comfortable with ambiguity, uncertainty, and autonomy
  • Able to come up with creative and innovative solutions to problems
  • A team player. We're a typical startup. We roll up our sleeves and do what has to be done to provide the best possible experience for our customers.

Requirements

  • 3-5 years relevant experience in an enterprise-level Customer Success role within a fast-paced SaaS or software technology space
  • Bachelor’s degree or equivalent
  • Commercial real estate experience strongly preferred, but not required 
  • Comfort navigating conversations regarding APIs and SDKs is strongly preferred, though not required
  • Proven experience building relationships and engaging with senior and executive-level customers 
  • Strong analytical abilities, including analyzing data sets to craft a compelling story 
  • Proven track record of meeting or exceeding retention goals as key metrics of performance 
  • Proficiency with Salesforce.com 

Additional Job Information:

  • Full time employee
  • Up to 50% travel as restrictions change
  • Compensation: Base + Bonus + Equity
  • Benefits:  access to a full and complete benefits plan on date of hire
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