Customer Success, Account Manager
Job Description:
- Own executive-level relationships within assigned territories.
- Lead strategic business reviews demonstrating value and ROI.
- Advocate for customer needs internally.
- Own renewals end-to-end including forecasting and negotiation.
- Identify and mitigate churn risk.
- Lead value-based pricing and expansion discussions.
- Identify upsell and expansion opportunities.
- Drive expanded adoption across housing and residence life functions.
- Represent eRezLife at regional and national housing associations.
- Present at conferences and industry events.
- Travel as needed for customer and association engagement.
- Participate in the onboarding and adoption process for clients.
- Translate customer feedback into product insights and recommendations.
- Maintain CRM discipline and contribute to marketing efforts.
Requirements:
- 5–8+ years combined experience in Customer Success, Account Management, and Residence Life/Housing.
- Proven success with task and project management.
- Proven ability to retain an existing customer base and optimize the customer experience, fueling increases to ARR targets.
- Strong executive presence and presentation skills.
- Residence life or housing operations experience.
- Experience with systems like Salesforce, HubSpot, MailChimp, Subskribe, and Canva.
- Conference presentations and association involvement.
- Willingness to travel.
Benefits:
- Comprehensive Health Coverage: Coverage begins on your first day of employment.
- 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested.
- Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life.
- 12 weeks paid leave for all employees.
- Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely.
- Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.