Digital Customer Success Manager

About Level:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart community with technology that is simple, intuitive, useful, and invisible. Together, our platform and services provide premium experiences for all those who live, work, and own multifamily communities.

At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It’s an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

 

About the Role:

This new position will develop the digital customer success capabilities and programs for Level’s multifamily line of business. This is an opportunity to develop digital customer success best practices from the ground up. The goal is to establish effective means of outreach to our enterprise customers, scaled customers, and end users, which will bolster our traditional CSM led high touch and low touch methodology. This role will design and build digital capabilities and programs via methods such as email, webinars, digital knowledge base, customer community forums, social, in-app guidance, etc. This is a critical role in collecting insight, and driving product awareness to our customers and end users at scale, in the pursuit of encouraging product usage, customer adoption, renewals, and expansion.

Responsibilities:

• Define the vision, goals, and strategies for a successful digital customer success program, and build the program from the ground up.
• Determine, prioritize, and put in place the digital channels to engage with customers and end users, enhance their experiences, and drive customer loyalty.
• Develop repeatable and scalable capabilities that will enable customers to self-serve the information they need during product onboarding, for ongoing education and awareness of new features, and resolution of issues.
• Partner with our Product, Data, and Support teams to gather customer usage data and related insights about where customers are getting value and where they are encountering issues.
• Create methods for collecting customer feedback, informing customer health scores, and leveraging this insight to inform the product roadmap and marketing strategy.
• Collaborate with Marketing to design and run digital engagement campaigns that help empower customers and end users to adopt the product and realize business value/outcomes.
• Build out digital self-serve training tools and capabilities for our customers, working closely with product and support writers to build and maintain content.
• Contribute to Level’s growth by building and managing programs that engage with customers at scale and lead to outstanding customer health and success.

 

Qualifications:

• 5+ years of relevant experience in go-to-market roles for a B2B SaaS product, including 2 or more years working in a digital customer success or related marketing capacity.
• Direct knowledge and hands on experience with digital engagement tools and channels, such as customer portals, in-app guidance, community forums, and social.
• Demonstrated background in building data-driven customer engagement or marketing programs.
• Prefer experience in a startup or building a function from the group up, but not required.
• A desire to learn, take initiative to build new knowledge and skills, and use new technology in a fast-paced, startup environment.

 

Comfortable tackling ambiguous problems, deciphering problems from requested solutions, and influencing the product roadmap based on customer insight.

• Demonstrated experience producing high quality outcomes, and a willingness to press through barriers to get results.
• Able to recognize risks, anticipate problems, and create plans to drive long-term customer value.
• Team player with a collaborative mindset and the ability to work effectively with cross-functional teams.
• Can travel for business purposes up to 15% of the year.

Disclaimer

This role expectations document is not an exhaustive list of activities, duties or responsibilities that are required of you and you may be required to perform additional activities, duties or responsibilities. Level reserves the right to change, modify, suspend, interpret, or cancel in whole or in part, any of the role expectations outlined above at any time and without notice. You are reminded that your employment with Le