Customer Success Manager

Location: Remote

Summary

  • Job Type: Full-time, commission
  • Salary: $50,000 - $60,000 depending on experience
  • Commission: 5% of renewals or upgrades (to be determined)
  • Experience:
    Customer Success: Min 2 years

About Estated

Estated provides real estate and property data to a wide range of industries including financial institutions, lenders, investors, insurance, home services, and utility companies. Estated’s platform sources and augments property data on over 100 million properties from over 3100 counties across the US. The simple design, tools, and accessibility create value for businesses from Fortune 100 companies to startups. Estated is backed by Foundry Group and Techstars Ventures and is located in beautiful, British Columbia.


Job Overview

The purpose of a Customer Success Manager is to build relationships and onboard Estated customers through education, support, and collaboration.

Estated provides over 200 customers with property data on a daily, weekly and monthly basis. Sales and engineering are supporting these clients reactively and your role is to be proactive with each and every customer. You will drive adoption, manage business processes, and grow the Estated business. The role is a balance between individual work within a highly collaborative team. You will be working directly with clients to maintain and grow existing relationships and identify expansion opportunities with the goal of achieving negative net churn.

Estated currently has 11 FT employees based in British Columbia and is funded by Foundry Group and Techstars Ventures.

This role at Estated will amplify your career. From taking on new challenges to following the lead of incredible mentors, we promise you will grow, learn, and make a difference.

If you’re a person who is driven by customer happiness and success, then this role is made for you.

You're good at:

  • Collaborating with others to drive best practices
  • Working directly with clients to achieve success
  • Communicating with fellow team members
  • Identifying opportunities for product expansion
  • Working in autonomy and from home
  • Intelligently communicating complex problems in simple, easy to understand methods

Extra awesome:

  • You love inspiring others with enthusiasm
  • You have a never say never attitude
  • You have experience working at a tech company
  • You have experience in Real Estate
  • Experience working with executive teams and cross department communication

What you'll do:

As a Customer Success Manager, you’ll be responsible for:

  • Onboarding new customers and training their staff on how to use Estated effectively
  • Building frameworks and systems to help identify opportunities for onboarding efficiency, account expansion and revenue creation within our customer base
  • Advising our customers on how to improve their performance and increase their return on investment
  • Clearly communicating the benefits of new product features and ensuring customers promptly adopt them
  • Quickly identifying gaps in our product that impact the success of our customers
  • Working closely with our product and engineering teams to ensure issues are resolved
  • Proactively talking with customers to ensure that they get the most value out of your service
  • Developing and nurturing customers into advocates to increase brand awareness and build a sense of community
  • Analyzing data and results to guide product and customer success improvements
  • Conducting webinars with groups of customers to assist with onboarding and product
  • Identifying opportunities for customer training in a proactive way
  • Research, information collection, information organization

What you'll need:

The following experience is relevant to us:

  • At least 2 years of professional experience in Customer Success or Account Management
  • Experience in building and maintaining strong relationships with customers
  • A great track record of expanding revenue and mitigating customer churn
  • Experience working closely with other functions like Marketing, Sales, and Product
  • Excellent communication skills, a great listener
  • Tech savvy and have experience implementing software on an account per account basis
  • Experience working with customer communication tools like Hubspot or Zendesk
  • Ability to clearly and professionally communicate via phone, email, text, and chat
  • Ability to troubleshoot and solve problems

Bonus Points:

  • Technical understanding of Estated product offerings (data, API, flat file, etc)
  • Curiosity about the real estate, data, and technology industry
  • Commitment to personal and professional growth
  • Attention to detail and always on time
  • Ability to perform and operate with autonomy
  • Analytic skills to measure, report, and improve processes
  • Enjoys celebrating and team events
  • Commitment to personal and professional growth

Why Work With Us:

  • Exciting opportunity to work in a startup that is venture-backed by Foundry Group & Techstars
  • Competitive compensation + equity share option plan
  • Comprehensive extended benefits package (health, dental & vision)
  • Flexible hours, summer Flex Fridays & Christmas week off
  • Remote office, work from home every day
  • Frequent team events and celebrations

Join the talented team at Estated.

Apply Now

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