Jobs

Head of Client Success & Support at Reonomy
New York City, NY, US
ABOUT REONOMY:

Reonomy, a technology company headquartered in New York City, is revolutionizing the commercial real estate world. Reonomy creates intuitive products designed to help CRE professionals achieve success by easily finding the information they need. By combining comprehensive and validated data with powerful analytics, our customers make faster, more informed decisions. Our investors include Bain Capital Ventures, Softbank Capital, and Primary Venture Partners.

Hundreds of companies and thousands of people have used Reonomy in New York City over the last few years. We expanded our product from NYC to the rest of the country in December of 2016. We’ve spent the last few months getting customer feedback, quickly iterating, and onboarding our first few hundred national users onto the platform. We are now ready to add fuel to the fire, and are looking for a client success/support leader to launch and build our client success team. You’ll partner with key stakeholders across the organization to drive top line growth, improve customer experience, and increase usage.

ABOUT YOU:

You have experience building client success teams from the ground up at an early stage SaaS company.
You have a track record of exceptional client service, expansion, and retention.
You are proficient in solving problems with technology and have experience with support platforms such as Zendesk, Intercom, Salesforce, etc.
You’re analytical. You can reach insightful, actionable answers quickly.
You know how to identify areas for improvement in support process and structure, and proactively drive change.
You learn on your feet quickly. You love the fast pace of a high-growth start up environment, and are excited by continual iteration. You can juggle multiple projects at once, and prioritize effectively.
You have strong people skills. You have a talent for making people feel instantly comfortable and understood.
RESPONSIBILITIES:

Provide industry leading support to customers.
Define, oversee, and optimize our lifecycle processes/touchpoints: trial, onboarding, account expansion, churn prevention, new features, and education.
Strategically define segmentation of our customer portfolio, deliver differentiated experiences, and use data to drive new and current partnerships to success. Success is defined as retention, expansion, and usage.
Lead, expand and help develop the Client Success team during this rapid-growth stage: hiring, training, and managing. Personally manage escalations from your direct reports.
Own and drive KPIs for the department and provide regular reporting to executive team. Reporting includes both product feedback and performance against KPIs.
Create robust and proactive systems and dashboards for measuring, communicating, and escalating customer needs to cross-functional stakeholders at the company, including our sales, product, and marketing teams.
WHAT WE’RE LOOKING FOR:

Minimum 5 years experience leading a customer success or support team at an early stage SaaS company
Track record of increasing retention and usage
Experience implementing plans, programs and processes focused on customer satisfaction
Bachelor's Degree
Self-starter/leader with ability to own projects from initial question development to completion
Results driven, able to work in fast paced and dynamic environment, and able to wear many hats
BENEFITS:

Competitive salary
Company stock options
Medical, vision and dental health coverage
Office perks: catered lunches 3x/week, unlimited snacks, team happy hours, Citi Bike membership, fitness discounts


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