Senior Customer Success Manager

About Venn

We’re a bold and forward-looking team of innovators and engineers with roots in real estate who are building technology to transform the resident and operator experience in multifamily communities everywhere. Since our founding in 2016, we’ve been focused on creating human-focused, tech-first tools and experiences for seamless living. Today, our end-to-end SaaS platform supports some of the biggest multifamily players in the industry, driving workflow efficiencies for onsite teams, optimizing revenue for owners, and improving every day living for residents.

To date, we’ve raised $100M in funding, grown to over 75 people worldwide and invested substantially in building out our tech stack and R+D team. We pride ourselves on our internal culture and work to create an environment for meaningful connections and collaboration across our distributed teams. From employee recognition to remote team building events, we lean into personalization and have built a culture that reflects our amazing people.

We’ve entered a period of huge momentum and are looking for creative, energetic and smart people to fuel our growth. If you want to join an ambitious, hard working team where you will be empowered and fully accountable for building and delivering high impact results, Venn is the place for you.

About the Role

As a Senior Customer Success Manager, you will serve as the primary point of contact for our clients and as the voice of the client to our internal teams. You will drive adoption of the Venn platform, ensure programs and campaigns are being executed effectively, and successfully demonstrate value to the client. By being an expert of the Venn platform, you are able to provide a unique level of consultation and inspiration to our clients. Customer Success Managers will work with cross-functional teams including Sales, Support, Product, Implementation and Data, to accelerate usage, relay client needs and increase retention. You will own the renewal process, as well as expand Venn’s relationship with current customers, through a product suite that directly impacts property owners and operators’ NOI and bottom line.

Responsibilities:

• Engaging newly launched property management teams to ensure adoption and increase product usage


• Understanding property management teams’ priorities and objectives and supporting them through Venn’s platform and initiatives


• Tracking and reporting on user engagement internally and externally


• Providing hands-on support and training resources to clients, encouraging their self sufficiency in the platform


• Soliciting and responding to client feedback, and finding ways to tailor and improve the partnership, including through data insights & creative initiatives


• Deftly navigating internal cross-functional departments and external stakeholders to achieve results effectively


• Leveraging strong analytical and project management skills to drive process and overall client satisfaction & retention

Requirements:

• 5+ years of experience managing customer relationships in B2B SaaS companies


• Prop tech experience required


• Excellent relationship management, analytical and presentation skills


• Experience managing expansions of customer accounts


• Ability to think and operate both strategically and tactically


• Highly organized with a strong ability to prioritize across multiple projects


• Attention to detail and commitment to quality


• Effective and top-notch communication skills, both written and verbal, and a high level of comfort connecting with and speaking to new people


• Determined and results-oriented


• Collaborative team-player

Nice to Haves

• Experience working with multi-family customers preferred


• Startup experience preferred


• Exposure to and familiarity with CRM and project management tools

This role is hybrid (3 days/week in our cozy NYC office). For New York-based candidates, this position has an estimated annual salary range of $110,000 to $140,000, plus commission, benefits and opportunities for equity. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to demonstrated skill set, years and depth of relevant experience, and some role-dependent factors such as certifications. We welcome direct conversations with each candidate about compensation in all of our initial calls.