Customer Success Manager

Job description

About PadSplit:

PadSplit is a housing marketplace that helps solve the affordable housing crisis by connecting individuals in need of flexible, cost-effective living options with shared housing opportunities. Hosts are property owners or managers who list their homes on PadSplit’s platform, earning income while providing safe, affordable rooms to members.

The Role We Need:

We are looking for a Customer Success Manager on the East Coast to effectively manage and support the host success journey by providing tailored assistance, ensuring hosts receive value from the PadSplit platform and enhance overall satisfaction.  By addressing the unique needs of different hosts, the Customer Success Manager will help promote performance (revenue and profit) for hosts, drive unit expansion of active hosts, and drive growth for the business.  Their proactive engagement and problem-solving capabilities are essential for maintaining a healthy marketplace ecosystem and fostering long-term relationships with hosts.

The Person We Are Looking For:

We need a proactive and empathetic individual with exceptional communication skills and a customer-centric mindset to be successful in this role.  You will need to thrive in a fast-paced and ever-changing environment while demonstrating the ability to quickly understand and address the needs of hosts.  The right candidate will have sales experience, strong problem-solving skills, adept at using data to drive insights, and have a knack for building strong relationships through fostering trust while promoting host engagement.

Here’s what you’ll do day-to-day:

• Inside Sales Quota: Manage a sales pipeline of leads and opportunities to achieve quota target.
• Dedicated Support: Become the trusted point of contact for your assigned portfolio of hosts, providing ongoing support, addressing inquiries, and troubleshooting any challenges they may encounter.
• Relationship Building: Foster strong relationships with hosts, understanding their unique goals and property portfolios.
• Performance Optimization: Analyze host data and offer personalized recommendations to help them maximize their success on the platform, such as optimizing rental rates and occupancy rates.
• Proactive Communication: Keep hosts informed about platform updates, market trends, and best practices through regular communication channels.
• Strategic Advisor: Establish strong, strategic outcomes with hosts, serving as a trusted advisor to maximize the value they derive from PadSplit.
• Performance Tracking & Reporting: Monitor key metrics related to host expansion, reporting on progress and identifying areas for improvement.
• Host Life-Cycle: Lead and own the relationship with PadSplit hosts throughout their journey, from onboarding to support, ensuring satisfaction and success.
• Identify Expansion Opportunities: Proactively identify and engage with existing hosts who demonstrate potential for adding more properties to the PadSplit marketplace.
• Expansion Pipeline Management: Maintain a pipeline of expansion opportunities, tracking progress and nurturing relationships with hosts.
• Collaborative Communication: Effectively communicate with internal and external senior management to understand host needs, drive retention, foster growth, and share insights

Here’s what you’ll need to be successful:

• Strong Communication Skills: Ability to clearly and effectively communicate with hosts, as well as internal teams, to ensure everyone is aligned and informed.
• Customer-Centric Mindset: A deep commitment to understanding and prioritizing the needs and goals of customers, ensuring their success and satisfaction.
• Problem-Solving Skills: Aptitude for identifying issues quickly and developing effective solutions to keep customers happy and engaged.
• Relationship-Building Ability: Talent for establishing and nurturing strong, trust-based relationships with hosts to foster loyalty and long-term engagement.
• Adaptability: Flexibility to thrive in a fast-paced, dynamic startup environment where priorities and challenges can change rapidly.
• Tech Stack: Proficiency in Salesforce and Slack, with the flexibility to adapt to additional account management tools.
• Analytical Skills: Proficiency in using data to track customer health, identify trends, and make informed decisions that drive host success.
• Product Knowledge: In-depth understanding of the PadSplit marketplace platform and its features to effectively support and guide customers.
• Collaboration Skills: Ability to work closely with other teams, such as product, sales, and marketing, to ensure a cohesive approach to customer success and leverage cross-functional insights.

The Interview Process:

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Director of Host Success for forty-five (45) minutes.
• If warranted, the final step would be a video interview with our Head of Sales thirty (30) minutes.
• If warranted, then we move to offer!

Compensation, Benefits, and Perks

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan
• Twelve (12) weeks of paid time off for both eligible birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis

$70,000 - $80,000 a year

Compensation is based on the role’s scope, market benchmarks, the person’s expertise and experience, and the impact of their contributions to our business goals. In addition to the base salary, there is a commission component:

Variable: $50 per room expansion

On-Target Variable Commission is 600 rooms/year (50 rooms/month), or $30,000 in variable compensation

Notice to Applicants:

PadSplit participates in E-Verify. All new employees are required to complete an I-9 form and be authorized to work in the United States. Employment is contingent upon successful completion of the E-Verify process.

PadSplit is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.