Customer Success Manager

Who We AreLeaseLock is the leading insurance technology provider for rental housing, focused on making housing more accessible by eliminating security deposits with our Zero Deposit™ program. Our cutting-edge AI-powered platform, LeaseLock Shield, optimizes risk protection for properties while reducing barriers for renters. By offering deposit-free leasing, we help property owners prevent NOI loss from bad debt and legal risks, all while providing a smoother, more efficient leasing process that benefits both renters and investors.LeaseLock Customer Success ManagerRole SummaryThe Customer Success Manager (IC) is responsible for owning and managing a dedicated portfolio of customers, acting as their primary strategic partner throughout the entire customer lifecycle. This role is focused on driving product adoption, demonstrating tangible value, ensuring retention, and identifying opportunities for expansion. The ideal candidate is a proactive, data-driven advocate for the customer who excels at self-management, teamwork and cross-functional collaboration.Key ResponsibilitiesCustomer Relationship Management & RetentionOwn Customer Lifecycle: Proactively manage the post-sale relationship for a dedicated book of business, from onboarding through renewal.Drive Adoption & Value: Serve as a product expert and trusted advisor, guiding customers on best practices to ensure they achieve their defined business outcomes while achieving ours.Conduct Business Reviews: Lead regular, high-impact check-ins and Quarterly Business Reviews (QBRs) to demonstrate ROI and value delivered while offering relevant guidance to maximize results.Monitor Customer Health: Track and interpret key performance indicators and customer health metrics to proactively identify and mitigate at-risk properties and customers.Manage Renewals: Execute the full renewal cycle for assigned accounts, ensuring a seamless and positive experience to maximize retention rates and even expand opportunity.Account Growth and StrategyIdentify Expansion Opportunities: Uncover and qualify potential up-sell and cross-sell opportunities within the assigned portfolio by deeply understanding the customer’s evolving needs and business objectives.Internal Advocacy: Act as the "voice of the customer" internally, gathering and synthesizing customer feedback, feature requests, and pain points to inform Sales, Marketing and Product efforts.Strategic Planning: Develop and execute tailored customer success plans for key accounts that align with their long-term goals and drive optimal utilization of the platform. Cross-Functional ExecutionOnboarding and Implementation: Work closely with the Onboarding/Implementation team to ensure a smooth transition for new customers, including optimal setup, relationship building and training.Issue Escalation: Triage and manage customer escalations, collaborating with Product Operations to ensure timely and effective resolution of complex issues.Documentation: Maintain accurate and timely records of customer interactions and opportunities within HubSpot and Salesforce.Required Skills & QualificationsExperience: 10+ years of experience in a Customer Success, Account Management, or Consulting role, preferably within a SaaS B2B environment.Communication: Exceptional written and verbal communication, presentation, and active listening skills with the ability to engage stakeholders at all levels, from end-users to executive sponsors.Autonomy: Proven ability to manage a portfolio of accounts independently, prioritize workload, and consistently meet deadlines with minimal direct supervision.Analytical & Data Skills: Proficiency in leveraging data and analytics to derive insights, communicate value, and forecast risk. Familiarity with CRM and Customer Success platforms.Business Acumen: Strong commercial mindset with the ability to discuss business challenges, connect product features to measurable ROI, and identify revenue expansion paths.Problem-Solving: Innate curiosity and a systematic approach to identifying root causes of customer issues and developing creative, win-win solutions.The Pay Range For This Role Is90,000 - 120,000 USD per year(Remote)