Customer Success Manager

Opiniion is a resident satisfaction software that partners with property management companies to create better living experiences for their residents. Our platform has helped thousands of property managers collect and act on real-time feedback, improve resident experiences, and enhance their online reputation. Opiniion is committed to exceptional service and innovation, earning recognition as one of America’s fastest-growing private companies. Driven by a forward-thinking team, we’re shaping the future of resident engagement. Our continued growth and commitment to innovation make this an exciting time to be part of our team!

LOCATION: Lehi, UT

EMPLOYMENT TYPE: Full-time

POSITION OVERVIEW:

As a Customer Success Manager at Opiniion, you will play a crucial role in ensuring our client's success, satisfaction, retention, and growth within the dynamic tech industry. The ideal candidate will have a minimum of 2 years of customer success experience, a strong tech industry background, and a passion for delivering exceptional customer experiences. A customer success manager is expected to be in the office 5 days a week. Travel will be required for this role: Be willing to travel as necessary to meet with clients, attend industry events, and represent Opiniion in various capacities. As a Customer Success Manager it is also expected that you adhere to the Opiniion Dress Code and present yourself in a professional manner at all times, adhering to appropriate grooming and dress standards. It is expected that you maintain a professional demeanor in alignment with the expectations outlined in this job description.

RESPONSIBILITIES:

Client Relationship Management:

• Build and maintain strong client relationships, serving as the main point of contact for all post-sales activities.
• PROACTIVE in your role. Not reactive: Take initiative to anticipate client needs, identify potential challenges, and implement proactive solutions to enhance the overall customer experience.
• Monthly Touchpoints: Regularly schedule and conduct touchpoint meetings with clients to review progress, address any concerns, and ensure alignment between client objectives and Opiniion's services.

Onboarding and Adoption:

• Oversee the onboarding process for new clients, ensuring a smooth transition from sales to implementation.
• Drive product adoption by educating clients on software features and best practices.

Product Knowledge and Training:

• Stay informed about Opiniion's property management software updates, features, and enhancements.
• Conduct training sessions for clients to maximize their understanding and utilization of the software.

Issue Resolution:

• Address and resolve client issues promptly, coordinating with internal technical support and development teams.
• Proactively identify potential challenges and provide solutions before they impact the client experience.

Renewals and Upselling:

• Collaborate with the sales team to identify opportunities for upselling and cross-selling within the existing client base.
• Drive contract renewals and negotiate favorable terms.

Client Advocacy:

• Act as a client advocate within the organization, representing the voice of the customer in product development and enhancement discussions.
• Work with product management to prioritize feature requests and improvements.

Feedback Collection and Analysis:

• Collect client feedback and analyze data to identify trends, opportunities, and areas for improvement.
• Utilize feedback to drive strategic decision-making and enhance customer satisfaction.
• Quarterly Business Reviews: Conduct comprehensive quarterly business reviews with clients to evaluate performance, discuss achievements, and identify areas for growth and improvement.

Metrics and Reporting:

• Establish key performance indicators (KPIs) for customer success and regularly report on client health.
• Use data-driven insights to inform strategic decisions and client success initiatives.

QUALIFICATIONS:

• Minimum of 2 years of experience in customer success within the tech industry.
• Deep understanding of property management software and relate