One stop solution to your remote job hunt!

Funnel Leasing Inc., is hiring for a Senior Customer Success Manager that can 'work from anywhere' in the U.S. As a Senior Customer Success Manager you will draw on customer-facing skills and technical acumen to help customers successfully adopt Funnel products. You will lead the successful adoption of Funnel products purchased by your assigned portfolio of clients, guiding them through the strategic and technical facets of their renter management software transformation journey.This position will report to the VP of Client Experience.

Why Funnel?

We are a 'work from anywhere' in the U.S. SaaS company that centers our services on the renter experience. We develop amazing software that has revolutionized the #proptech industry. And did we mention we have an amazing team that is on #FunnelFire!? Oh, did we forget to tell you we have unlimited PTO, benefits that begin on your first day of employment, P.I.N.K. core values that ROCK, and our team puts the FUN in Funnel!

Who is Funnel Leasing?

Have you ever rented an apartment and wished the process could be better? At Funnel we do too. We know we need to make the process of renting an apartment as easy as purchasing socks on Amazon. We've created cloud-based marketing and leasing software that delivers the ultimate rental experience for everyone involved in the process. We're in the process of transforming the real estate industry through cutting-edge technology built, sold, and supported by the most passionate people you'll meet.

Position Summary

As a Senior Customer Success Manager, you'll regularly engage with a variety of stakeholder groups, including executives of large enterprises and a cross-functional and geographically dispersed team. You will use your relationship management skills and technical credibility to effectively communicate at all levels of the organization. You will be responsible for helping build, maintain, and monitor our product infrastructure pipelines. Your role on the Customer Success team will give you the opportunity to learn cross-functionally from engineers and product managers on multiple agile development teams as you facilitate delivering our product to clients.

The Senior Customer Success Manager's essential roles and responsibilities include, but are not limited to the following:

Relationship & Project Management

• Gain client commitment and drive end to end implementation to unlock revenue growth.
• Lead client facing functional requirement sessions, in partnership with the Product Team, to document and drive cross- functional alignment
• Develop strategic relationships with stakeholders to understand a client's business and develop strategic roadmaps. 
• Maintain regular contact with assigned client portfolio to better understand business and technical needs.
• Become an in-house expert across company product lines, and partner with the Product-Engineering Teams to inform our roadmap.
• Plan for client events and launches, partnering with Support, Engineering, and Site Reliability Engineering to ensure customer success during critical moments. Work with customers and Support to guide issues/escalations to resolution.
•  Recommend best practices and resources that help accelerate product adoption and support initiatives to scale.

Product & Technical Acumen

• Distill and translate highly technical concepts to non-technical stakeholders to drive intended outcomes.
• Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies.
• Responds to product-related inquiries and escalates to appropriate parties internally as necessary.
• Documents customer requirements and needs and guides client through learning to use and understand the features of the products purchased.
• May be expected to work irregular hours to support dispersed client teams across the United States.

Culture 

• Ability to navigate, influence, and communicate with poise to CxO/VP level and senior technical stakeholders (both internally/externally).
• Consult with a range of stakeholders to identify and help clients drive necessary change management to achieve desired business outcomes. 
• Create a culture of continuous improvement and learning.
• Foster collaboration within the team and across the company.
• Performs other duties as assigned and modified at manager's discretion.

Education, Work Experience and Certifications 

• High school diploma or GED equivalent is required
• 2-3 years relevant customer-facing experience required (e.g. Customer Success Manager or Solutions Engineer)
• 5+ years at a SaaS technology company strongly preferred
• A successful track record growing strategic or enterprise-level accounts
• Self-starter mindset, with ability to learn with hands-on experience of platform and minimal documentation 
• Detailed oriented work ethic with willingness to roll up your sleeves and support complex platform configurations and triaging as needed
• Experience conceptualizing and documenting system and process flows within an API-based integration environment
• Proficiency with project management and support  tools
• Experience leveraging data and business analysis to drive decisions, but strong business judgment when time or information is limited
• Ability to manage and deliver on complex projects with competing and nuanced priorities

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Funnel, we are committed to building a proptech company that is as erse as the multifamily industry we serve, and that means to not only live our inclusivity, but also to support and encourage it among all society. If you are excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Travel: < 5%

Equal Employment Opportunity

Funnel provides equal employment opportunities to all qualified iniduals without regard to race, creed, color, citizenship, religion, national origin, age, sex, familial or marital status, pregnancy, military or veteran status, sexual orientation, gender identity or expression, genetic information, disability, or any other legally-protected status in accordance with applicable local, state, and federal laws, regulations, and ordinances.

Americans with Disabilities Act

Employee must be able to perform all essential job functions, with or without reasonable accommodation.

Job Responsibilities

The above statements reflect the general duties, responsibilities and competencies considered necessary to perform the essential duties and responsibilities of the job and should not be considered as a detailed description of all the work requirements of the position.  Funnel may change the specific job duties with or without prior notice based on the needs of the organization. 

Funnel Leasing Inc., is not engaging any staffing firms or recruitment firms in the search or placement of candidates for this role. Furthermore, Funnel Leasing Inc., and associated team members who receive any unsolicited candidates information will not pay any fee or engagement contract as a result of these unsolicited contacts. Interested applicants should apply directly to the position posting for consideration.