Senior Client Success Manager

At Cherre, we take Client experience seriously. We’re on a mission to be an industry leader in providing an experience that delights our clients, and helps them maximize their value with our platform. From implementation and onboarding, our Client Success team takes the lead in engaging with our Clients to ensure a positive experience using Cherre. The Client Success team is also responsible for product adoption, Client satisfaction, the Client relationship, renewals, and growth across our existing Client base. 
Cherre is looking to add a Senior Client Success Manager to our team, reporting into Cherre’s VP, Client Success. This role will be responsible for effectively engaging with large enterprise clients to build positive trusted relationships and serve as the liaison between the client teams and Cherre’s internal product, engineering, pre/sales, onboarding, and support teams.  
We are seeking candidates with a strong background in the real estate industry, who can quickly grasp complex data requirements and success metrics, and apply technical expertise to optimize client outcomes.

Responsibilities:

• Build and manage high-touch, responsive relationships with a key client(s), ensuring prompt communication and addressing any issues swiftly.
• Ensure quality delivery to a highly dynamic client by providing exceptional attention to detail and partnering with key client stakeholders to manage expectations while maintaining clearly aligned priorities.
• Review and confirm that scoping documents are clear and concise to prevent scope creep and misaligned expectations while maintaining a collaborative and solution-oriented approach with the client.
• Understand the detailed data processed through the Cherre platform, including the ability to run queries and interpret the data.
• Leverage knowledge of real estate data and the Cherre platform to guide the client in maximizing value while identifying any needs that may fall outside of Cherre’s capabilities.
• Coordinate and manage regular client calls, strategic business reviews, and key account touchpoints.
• Efficiently channel client feedback to the Cherre product team, driving solutions that meet or exceed client expectations.
• Manage escalations and ensure successful resolutions, partnering with internal teams as necessary.
• Contribute to Cherre's client-facing processes, policies, playbooks, and values, ensuring seamless integration into the client’s workflows and data strategies.
• Document internal processes to enable scalable delivery and deliver a superior client experience.

Qualities:

• Relationship Builder: Proven experience in building trusted relationships at all levels within client organizations, from operational teams to executives.
• Excellent Communication Skills: Ability to communicate effectively across both client teams and internal stakeholders, ensuring clear understanding and alignment on goals and delivery.
• Client-Centric Mindset: Deep focus on understanding the client's needs and delivering solutions that meet both tactical and strategic requirements.
• Data Management and Technical Skills: Experience with data management platforms and technical workflows, including the ability to understand and navigate real estate data systems, ensuring effective communication with both client and internal technical teams.
• Highly Responsive: Capable of managing day-to-day interactions while also focusing on long-term relationship building and strategic growth initiatives.
• Adaptable: Able to switch between tactical execution and strategic planning to meet the client's immediate needs while focusing on long-term growth.
• Proactive Problem-Solver: Anticipates challenges and presents solutions that ensure seamless delivery and continuous improvement in client engagements.
• Collaboration Skills: Ability to coordinate effectively across multiple internal teams to ensure the client’s needs are met, from tactical delivery to strategic growth initiatives.

Requirements:

• 8+ years of experience in the real estate industry, particularly across multiple sectors including hotels, multifamily and commercial real estate.
• 5+ years in client-facing roles, preferably within B2B SaaS environments, with experience managing executive-level relationships.
• Proven experience in delivering successful business outcomes, especially in fast-paced, high-stakes environments.
• Strong organizational skills with the ability to define milestones, success criteria, and resources to ensure on-time delivery.
• An analytical mindset with the ability to understand data, enabling the identification of anomalies and improvements.
• Experience advocating for client needs and guiding them through adopting platform features efficiently.
• Preferred: Experience in writing SQL