Customer Success Manager

Customer Success Manager
Location: United States

The Role

While our team has a proven track record of building hit products, we are a humble bunch dedicated to earning trust and building long lasting relationships with our customers. We’ve never taken the approach of a “one size fits all” product. We partner with our customers to understand their challenges with a commitment to building success together.

Your Daily Activities Include

  •  Develop a proficiency in the product capabilities and sales best practices
  •  Oversee the onboarding and successful implementation of Aptly for all new customers
  •  Train new and existing customers on Aptly best-practices
  •  Relentlessly drive to understand the strategic objectives of each customer and their challenges
  •  Build onboarding & best-practice materials to share with our customers
  •  Field inbound help requests from customers via email and/or Intercom
  •  Contribute to the creation and management of our help documentation
  •  Communicate new features and updates to customers
  •  Insightfully anticipates customer needs and proactively offers assistance
  •  Ability to drive problems to resolution with minimal assistance
  •  Drive adoption and engagement of our solution across the Aptly customer base
  •  Partner with other cross-functional teams to achieve customer goals

About the Team

The Customer Success team is at the core of Aptly’s company foundation. We focus on driving real business impact for customers, not just supporting the technical specs of our product. CSMs are expected to be experts on our solution and solution consultants. This team is focused on solving each customer’s unique challenges by leveraging the best practices of Aptly. This team works as ambassadors to cross-functional stakeholders from product, marketing, and even engineering for customers. The ownership is tangible on this team- our customer’s pain is our pain and their win is our win.

About the Company

Aptly is multifamily’s first CRM powered by artificial intelligence designed to optimize the resident experience, streamline communication and make property management teams more efficient. Aptly unifies resident and property data into one actionable, shared workspace. The result is increased productivity, smarter/faster resident interaction and more converted leads.

Aptly was founded in 2017 by a team of property tech SaaS entrepreneurs who built and scaled single family’s first cloud property management platform. Working with leading brands in both single and multifamily real estate, the Aptly team has in-depth industry knowledge and expertise. Headquartered in San Francisco, Aptly has embraced the remote work culture, with team members in San Diego, Buenos Aires, Las Vegas, Dallas and beyond. Aptly is integrated with leading property management and email platforms such as Yardi, RealPage, Office365 and Google Apps. Aptly is proudly backed by Accel Ventures, Slack Fund and C-Level executives from Facebook, and Twilio.

Our Vision of You

You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion.

Basic Qualifications

  • Experience building trust and developing client relationships remotely
  • Proven ability to build, maintain and grow relationships with small and large companies
  • Experience driving product adoption and influencing the customer’s operations
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Excellent at managing a high volume of customers and their respective priorities
  • Ability to understand product features, demonstrate them and discuss benefits
  • Show leadership and positivity on the team, and contribute to our growth
  • Skilled in transforming customer vision into actual results within the product
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Ability to work proficiently remotely
  • Experience with SaaS applications

Preferred Qualifications

  • Knowledge of the multifamily industry and the challenges within a management office
  • Understanding communication tools like Outlook/MS Exchange, Gmail, SMS and IVRs
  • Clear communicator with excellent writing skills
  • Comfortable creating content that will be used in training materials and presentations
  • Experience implementing a CRM solution

Experience & Education

  • 3-5 years of experience in a technical, customer-facing role assisting with technology
  • College degree or equivalent

Why You’ll Love It Here

  • Included medical, dental, and vision coverage for full-time employees
  • Flexible vacation schedules (we encourage it too)
  • Work remotely…so long as you have a decent internet connection and a quiet place
  • Fun company and team outings because we also believe in getting together periodically
  • Employee referral bonuses to encourage the addition of great new people to the team
  • Sane work schedules so you don’t burnout
  • Transparency to feel like you are really part of growing the business

Are you excited? What are you waiting for!