Customer Success Manager

DEPARTMENT: Customer Success

REPORTS TO: Manager, Customer Success

SUMMARY:

As a Customer Success Manager, you will be the cornerstone of our client relationships, dedicated to fostering long-term partnerships and driving mutual success. You will manage a dedicated portfolio of clients focused on maximizing their satisfaction, ensuring high-quality engagement, and securing their continued partnership through proactive retention and strategic growth opportunities (cross-sell/up-sell).

You are responsible for deeply understanding client goals, and providing tailored recommendations based on your knowledge of the construction loan process and key performance metrics.

A key aspect of this role involves expertly articulating the value of our software, and demonstrating how its features directly address and meet specific client business needs. You will provide essential ongoing software training, guiding both new and existing clients to achieve maximum value.

The ideal candidate is an empathetic, highly adaptable, and strategic problem-solver with strong technology aptitude. You possess excellent communication and organizational skills, a commitment to building trust, and a proven ability to drive client success and account expansion.

PRIMARY DUTIES:

• Build and nurture relationships with a portfolio of clients, offering recommendations that deliver both value to the client and a reliable, growing revenue stream to our company.
• Maintain a detailed Account Plan for each client, including a strategy for growth and/or retention.
• Monitor and evaluate clients’ adoption of software features to ensure maximum benefits are achieved.  Support the adoption of new software tools that are released.
• Create, manage, and close cross-sell and up-sell opportunities for clients, based on needs and potential for growth
• Prepare and deliver business reviews to the client’s management team to drive program growth, process improvement, and client satisfaction.
• Deliver supplemental software training, tailoring instruction to match client needs and anticipated use of the system.
• Recommend appropriate system configurations and settings to match client requirements.
• Manage client escalations and complaints with internal stakeholders, delivering effective resolutions.
• Collaborate with the Product team to define solutions to meet client needs.
• Regularly maintain and update client/project status in CRM.
• Handle client contract renewal processes.
• Drive growth and credibility by cultivating a network of brand advocates to produce high-impact testimonials, case studies, and references. As needed, assist with bulk onboarding projects for new clients who bring existing business to their Land Gorilla relationship
• Maintain awareness of industry trends, best practices, and compliance and regulatory changes; communicate relevant information to clients in a timely fashion.

• 3+ years of demonstrated ability in an Account Manager or Customer Success role
• Enterprise experience
• Construction lending experience is preferred
• Driven, energetic self-starter who identifies and accomplishes goals without explicit instructions
• Demonstrated ability to build and maintain client trust
• Demonstrated ability to manage cross-sell and up-sell deals
• Strong empathy and active listening skills
• Exceptional technology skills and aptitude
• Collaborative and creative problem solver, able to work with clients and internal resources to analyze, synthesize, and implement the best solutions
• Knowledgeable in current industry practices, trends, and technology
• Can handle multiple priorities with consistent and strong follow-through
• Able to analyze data to recommend improvements
• Excellent written and verbal communication skills
• Able to respond to and handle challenges in a professional and solution-oriented manner

 This job description is not exhaustive, and the job holder may be required to undertake additional duties from time to time to ensure the smooth running of the department.

BENEFITS:

• Health (+Dependent Coverage), Dental, and Vision Insurance Package
• 12 Observed Holidays
• Paid Time Off: Accrues up to 160 hours/ 20 days
• Paid Sick Leave: 40 hours
• 2 Floating Holidays
• Paid Family Leave
• 401(k) and Company Matching
• Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
• Remote Company - Work From Home Policy

Compensation:  $65,000-$95,000/year, Full-time, Work from Home.

The actual pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and geographical location. It is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions depend on the facts and circumstances of each position and candidate.

Land Gorilla is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.