Customer Success Manager

Greater New York City Area Full Time

Knotel is a network of flexible private offices and workclubs. The Old Sessions House workclub is spread across 5 floors of a Grade II listed building in London, providing our members with a ‘collection of rooms’ that enable flexibility to work, collaborate, network and socialise.

Job Description

Reporting into the Head of Customer Success, the Customer Success Manager will work with new and existing Members to ensure they achieve success in their partnership with Knotel throughout their full customer lifecycle. S/he/they will collaborate with members to address their evolving office needs, strive to increase retention, reduce churn and drive sales.

Responsibilities

Ensure Members’ needs are met through their full lifecycle including post-sale, onboarding, move-in, orientation and growth phases
Act as an internal advocate for our Members and serve as the main point of contact for member issues
Utilize proactive communication, relationship building and value-adding initiatives to drive increased engagement, satisfaction and retention
Have a complete understanding and oversight of a member’s current and future objectives with the goal of heading off potential issues
Work closely with Product, Growth, Launch Ops, etc to ensure our product is delivered to Members’ satisfaction
Conduct regular check-in calls and quarterly meetings with Member contacts for health checks, pipeline sharing, and growth conversations
Report on the status of Member accounts
Team up with your fellow Customer Success Managers to identify and implement best practices

Requirements

3-7 years experience in customer success, investor/client relations and/or account management role
Bachelor’s degree from a top university
Strong generalist - highly competent with the ability to wear many hats and to get things done
Skilled relationship manager who is passionate about delivering results for customers
A confident and persuasive communicator, both written and verbal
Ability to work cross-functionally to achieve results