Customer Success Manager

Greater New York City Area Full Time

Latch products allows multi-family building owners and property managers of any size buildings to purchase Latch products and services directly online. Our store features locks, cameras, intercoms and more! Unlock your building's potential with Latch access control.

Job Description

As a Customer Success Manager at Latch, you will be the front line and most senior member of the Latch Customer Success team. You will help drive the entire customer lifecycle with our Head of Customer Support and Success and align yourself closely with the product team as well. This includes facilitating a successful customer journey from purchase order to end-user engagement.

Responsibilities

Oversee the journey of new accounts and ensure successful implementation and positive brand experience
Help product and engineering teams to deliver new features that our prominent accounts are asking for
Manage day to day communications with a small-medium book of business
Manage the long term health of our customer base
Create communication tailored by stakeholder for all stages of the customer lifecycle
Drive engagement through newsletters, webinars, drip campaigns, etc.
Mentor junior Customer Success Executives in best practices
Assist Head of Customer Support and Success in implementing a CRM

Requirements

4+ years of experience in Customer Success in a SaaS company required (bonus if it was both hardware + software).
You are a self-starter that anticipates requests and doesn’t need a lot of oversight
Great problem solving skills, taking a consultative approach to find the best solution
Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
Comfortable giving presentations to groups of any size
Netsuite/Mixpanel experience a plus
B.A. or B.S. required