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Customer Success Manager

Greater New York City Area Full Time


Knotel is the world’s leading flexible workspace provider that gets, fits, fills and manages space for customers. Knotel caters to established and growing companies, giving them the freedom to focus on their business, culture, and people. With over 4 million square feet across 200 locations in three continents, Knotel is transforming commercial real estate and moving companies forward. Knotel was founded in 2016 by Amol Sarva and Edward Shenderovich to give businesses the flexibility and speed to scale on their own terms. All Knotel spaces are tailored to the needs of each individual company by an in-house team of architects, interior designers, and workplace strategists. For more information, please visit www.knotel.com.


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

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