Customer Success Manager

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 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 clients with training sessions and workshops, both in person and virtually, to ensure 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.
• Escalation Point: Act as an escalation contact to clients and coordinate cross-functional teams to resolve issues promptly where necessary.
• Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.

Requirements

WHO WE'RE LOOKING FOR

Like this role, you are one of a kind. Personable, respectful and professional, you love planning, organizing, and creating engaging experiences for people and a desire to improve their day. You are organized (yes, we’ve deliberately said this twice - that’s how important it is!), think ahead, and have a positive, “can-do” attitude. You get joy from teaching people new skills and how to get the most out of the tools/technology they have. 

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:

• Previous experience in a customer-facing role, such as Customer Success Manager or Account Manager.
• Strong communication and interpersonal skills, with the ability to build rapport with clients and understand their individual needs.
• Proven track record of driving customer satisfaction and managing client relationships.
• Experience in the technology or property industry is preferred.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent problem-solving skills and a results-oriented mindset.
• Proficiency in using customer success tools and CRM software.
• A passion for providing exceptional customer service and ensuring customer success.
• Flexibility to adapt to changing priorities and client requirements.

You possess 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.

Ready to Make Your Mark?

If you're ready to join a team that values passion, creativity, and excellence, we want to hear from you! Apply now to take the first step toward an exciting new chapter in your career.

Let's build the future together! 

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 IN IT FOR YOU?

• Salary range $70,000 - $85,000 
• Grow your career in a world-class, progressive business with a second-to-none product.
• Full access to Health & Welfare Package, Medical and Dental, and Employee Assistance Program for all health insurance scheme participants.
• 401k matching - we match 50% of your contribution on up to 6% of your salary
• First-hand experience with cutting-edge technology that sets up industry benchmarks in proptech.
• Startup mentality in a global business. Own your role and make it what you want.
• Flexible work arrangements for any roles that allow. We are about outcomes, not clock-watching.
• It's important to prioritise our well-being, which is why you get a paid wellbeing day off annually
• Flexible holidays - swap holiday X with Y if it works better for you
• Summer Fridays - stop work early on Fridays in the summer
• Purchase additional vacation time - after 12 months of service

DIVERSITY & INCLUSION

As a company, we genuinely embrace diversity and inclusion on a day-to-day basis. So much so that to us, this goes without saying. For our hiring process, however, this means that all candidates are accessed based on role requirements, regardless of race, colour, religion, gender, sexual orientation, national origin or on the basis of disability. If you require assistance to be included in our process, please contact [email protected], quoting the job title and reference number.

HOW TO APPLY

We move quickly, and applications close at our discretion, so if you don’t want to miss out, apply today!

We respect the time it takes to apply to roles, appreciate your interest in Equiem, and will respond to all applications.