Customer Success Manager II

Position Summary

The Customer Success Manager is an integral position within the organization, working closely with Implementations, Sales, and Operations. This role is responsible for building client relationships, understanding client goals and objectives, communicating account status across the organization, assisting with client escalations, and driving client revenue, retention, and growth. The Account Manager II manages a portfolio of strategic clients within the HOA and Real Estate industry, and is able to present and host strategic Quarterly Business Review (QBR) meetings with key decision makers and their executive leadership. The Account Manager II anticipates and communicates customer needs, identifies barriers, and prioritizes organizational goals and initiatives.

Key Responsibilities

• Act as a primary point of contact for assigned accounts.
• Maintain assigned portfolio to drive client adoption and usage to achieve targeted annual revenue goals.
• Analyze key metrics of customer usage and identify opportunities for improvement.
• Assist with periodic client business reviews for assigned clients as appropriate.
• Build and maintain strong client relationships that allow for open communication and trust; report account status reviews to management weekly.
• Assist in identifying revenue opportunities within the framework of the organization-wide strategy.
• Work closely with multiple departments to coordinate client needs and resolve outstanding issues.
• Grow business by anticipating customer needs and providing a high level of customer service.
• Work with internal departments and clients to meet monthly billing and prebill goals.
• Additional duties as needed.

Required Skills & Experience

• Demonstrated ability to retain and grow accounts.
• Demonstrated ability to effectively communicate with internal and external management, and to work collaboratively with interdepartmental teams to achieve desired results.
• Experience in project management, including the ability to effectively manage multiple projects simultaneously.
• Experience using MS Office applications (Word, Outlook, PowerPoint, and Excel).
• Effective verbal, written, and interpersonal communication skills.
• Demonstrated ability to work independently and take initiative.
• Ability to communicate clients' needs while prioritizing organizational goals and initiatives.
• Ability to motivate others to achieve project deliverables; excellent follow-up skills.

Knowledge, Skills & Abilities

• Bachelor's Degree required (business or related field, or equivalent experience).
• 3+ years of experience in the HOA and/or Real Estate industry required.
• 2+ years of Customer Success and/or Account Management experience preferred.