Customer Success Manager (US based: MA, GA, NJ, NY, PA)

WHO WE ARE

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and makes them exciting, productive, and vibrant places to work.

Equiem started with two employees and one building in 2011. Today, we have 100+ staff, and our app lives in 800+ buildings worldwide, including many of the world’s most recognisable skyscrapers and campuses.

THE ROLE

We seek an experienced and dynamic Customer Success Manager (CSM) to join our US-based team. We are open to our newest CSM residing in Georgia, Massachusetts, New Jersey, New York, or Pennsylvania.  

As a CSM at Equiem, you will play a pivotal role in ensuring our customers maximise the value of our Proptech solutions. You will work closely with our diverse US portfolio of clients, helping them achieve their business objectives and forging strong, long-lasting relationships.

Where you’ll spend your time

• Client Launch: Support new client launches, ensuring a great first experience using Equiem's products and high initial registrations and user engagement.
• Account Management: Develop and maintain relationships with a portfolio of key clients, understanding their unique needs and business objectives, and working closely with them to unlock the full potential of our products.
• Product Expertise: Become an expert on our Proptech solutions and guide clients in utilising these tools effectively, translating their needs into actionable solutions.
• Client Training: Provide training sessions and workshops to clients, both in person and virtually, ensuring they are proficient in using our products and can independently leverage the full suite of features.
• Proactive Support: Monitor client usage, analyse product adoption data, and proactively identify opportunities to enhance their experience and drive ongoing value.
• Issue Resolution: Act as a point of contact for client inquiries and coordinate with cross-functional teams to resolve issues promptly, ensuring client satisfaction.
• Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.
• Feedback and Improvement: Gather client feedback and communicate it to our product development teams for continuous improvement.
• Customer Advocacy: Encourage clients to become advocates, sharing their success stories and referrals.
• Market Awareness: Stay updated on industry trends and market developments to better serve clients and provide strategic insights.

Requirements

IS IT YOU?

We're on the hunt for a passionate individual who is not afraid to dream big and make those dreams a reality. The ideal candidate will possess:

• 3+ years in Customer Success, Account Management, or related roles within the technology or property industries.
• Fluent in English (both written and spoken), with the ability to work in a professional environment.
• Excellent communication, presentation, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Demonstrated ability to manage multiple clients and prioritise tasks effectively.
• Proficiency in using CRM and customer success tools.
• Self-motivated and results-driven.
• A go-getter attitude, a solutions-based approach, and enthusiasm for fostering positive relationships.
• If you have the initiative to take ownership of a task, embrace change, are super flexible in a fast-paced environment, and are looking to work in a small team that will challenge AND support you... let's talk.

Benefits

OUR CULTURE

You’ll be joining a team of bright, talented, driven individuals who love to excel and deliver great work; who celebrate wins together and prioritize time to socialize and connect; an inclusive and energetic environment, with teammates who support and encourage; a space where your ideas are always welcome, and you have the trust, autonomy and freedom to own your role and make a real impact.

WHAT’S