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Customer Success Manager

Company: Milestones Labs
Location: Austin
Posted on: June 23, 2022

Job Description:

Milestones Labs is the creator of the industry's #1 homeowner management system, making the process of buying, moving, living, and selling homes easier - for everyone involved.We are a venture-backed technology company aimed at improving the process of buying, selling, financing, and managing home ownership. We serve real estate professionals - agents, lenders, and home services providers - by providing an integrated platform that delivers a modern consumer experience for today's homeowners. Our investors include the National Association of REALTORS -, Updater Inc., and numerous real estate and mortgage industry executives. -What We're Looking ForWe are hiring a Customer Success Manager (CSM) to partner with real estate, mortgage, and other companies in the home services industry to get started with Milestones and fully integrate it into their systems and workflows to grow their business.As a CSM, you will onboard, train, and provide ongoing support and service to your customers to help them achieve their business goals using our innovative technology.You are an ambassador, relationship manager, primary point of contact, and go-to expert for Milestones clients. The majority of your time is client facing - building relationships and providing real-time, best-in-class support that ensures their success.Your ongoing collaboration with internal stakeholders is paramount to Milestones' success. You'll work closely with the product, sales, and marketing teams and serve as the Voice of the Customer - a truly pivotal role at an early-stage company. Your ability to understand your customers at a deep level, learn, problem-solve, and adapt will make you successful in this role.Duties & Responsibilities

  • Responsible for the achievement of overall goals with a focus on product adoption and customer success metrics, while continuously improving the quality of services provided
  • Motivate customers to drive adoption and engagement within their organization
  • Drive customer engagement to develop success stories with early adopters
  • Proactively train customers and help them grow their business with Milestones
  • Serve as a business consultant; answer customer questions and problem-solve issues
  • Respond to customer feedback, in collaboration with sales, marketing, and product teams
  • Document and continuously improve best practices, training, and support materials
  • Help prioritize product development by focusing on high-priority customer needs
  • Proactively contact customers to offer additional services and upgrade their subscription
  • Nurture customer relationships over time and offer additional support and services to grow their value and accelerate their progress towards their goals
  • Other duties and special projects, as assigned -Key Competencies
    • Process-oriented with keen attention to detail
    • Strong written, verbal, and communication skills
    • Active listener who understands motivation and needs and adjusts training and communications accordingly
    • Solid experience with CRM software (HubSpot preferred) and productivity software (Slack, Asana, and Google Workspace)
    • Experience and knowledge in the real estate, mortgage, and title industry preferredOur Ideal Candidate
      • Passionate about real estate tech - ideally with some direct industry experience
      • Team player who's willing and excited to jump in and learn
      • Able to prioritize, multitask, and meet tight deadlines simultaneously
      • Comfortable with ambiguity and able to adapt to new situations and roles
      • Experienced in client success and relationship management - -
      • Data and metrics drivenWhat We Offer
        • Opportunity to advance with a high-growth company
        • Competitive pay
        • Medical, Vision, Dental, Disability, and Life Insurance
        • Casual work environmentLocation
          • We are based in Austin, TX (10 min west of downtown)
          • Candidates must be Austin-based
          • This position is a "work from home / sometimes in office" hybrid
          • Eligibility to work for any employer in the US is required.

Keywords: Milestones Labs, Austin , Customer Success Manager, Executive , Austin, Texas

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