Customer Success Manager

Customer Success Manager

Opiniion is a resident experience tool that partners with property management to create better living experiences for their residents. Our platform has helped thousands of property managers collect and act on real-time feedback, improve resident experiences, and enhance their online reputation. Opiniion is committed to exceptional service and innovation, earning recognition as one of America's fastest-growing private companies. Driven by a forward-thinking team, we're shaping the future of resident engagement. Our continued growth and commitment to innovation make this an exciting time to be part of our team!

Location: Lehi, UT

Employment Type: Full-time

Position Overview:

As a Customer Success Manager at Opiniion, you will play a crucial role in ensuring our client's success, satisfaction, retention, and growth within the dynamic tech industry. The ideal candidate will have a minimum of 2 years of customer success experience, a strong tech industry background, and a passion for delivering exceptional customer experiences. A customer success manager is expected to be in the office 5 days a week. Travel will be required for this role: Be willing to travel as necessary to meet with clients, attend industry events, and represent Opiniion in various capacities. As a Customer Success Manager it is also expected that you adhere to the Opiniion Dress Code and present yourself in a professional manner at all times, adhering to appropriate grooming and dress standards. It is expected that you maintain a professional demeanor in alignment with the expectations outlined in this job description.

Responsibilities:

Client Relationship Management:

• Build and maintain strong client relationships, serving as the main point of contact for all post-sales activities.
• Proactive in your role. Not reactive: Take initiative to anticipate client needs, identify potential challenges, and implement proactive solutions to enhance the overall customer experience.
• Monthly Touchpoints: Regularly schedule and conduct touchpoint meetings with clients to review progress, address any concerns, and ensure alignment between client objectives and Opiniion's services.

Onboarding and Adoption:

• Oversee the onboarding process for new clients, ensuring a smooth transition from sales to implementation.
• Drive product adoption by educating clients on software features and best practices.

Product Knowledge and Training:

• Stay informed about Opiniion's property management software updates, features, and enhancements.
• Conduct training sessions for clients to maximize their understanding and utilization of the software.

Issue Resolution:

• Address and resolve client issues promptly, coordinating with internal technical support and development teams.
• Proactively identify potential challenges and provide solutions before they impact the client experience.

Renewals and Upselling:

• Collaborate with the sales team to identify opportunities for upselling and cross-selling within the existing client base.
• Drive contract renewals and negotiate favorable terms.

Client Advocacy:

• Act as a client advocate within the organization, representing the voice of the customer in product development and enhancement discussions.
• Work with product management to prioritize feature requests and improvements.

Feedback Collection and Analysis:

• Collect client feedback and analyze data to identify trends, opportunities, and areas for improvement.
• Utilize feedback to drive strategic decision-making and enhance customer satisfaction.
• Quarterly Business Reviews: Conduct comprehensive quarterly business reviews with clients to evaluate performance, discuss achievements, and identify areas for growth and improvement.

Metrics and Reporting:

• Establish key performance indicators (KPIs) for customer success and regularly report on client health.
• Use data-driven insights to inform strategic decisions and client success initiatives.

Qualifications:

• Minimum of 2 years of experience in customer success within the tech industry.
• Deep understanding of property management software and related technologies.
• Proven track record in client retention, upselling, and revenue growth.
• Excellent communication and interpersonal skills.
• Strong project management and organizational skills.
• Familiarity with Opiniion's property management software is advantageous.

If you are an experienced Customer Success Manager passionate about the tech industry, we'd love to hear from you!

Opiniion's Culture:

At Opiniion, we take our work seriously, but we don't take ourselves too seriously! We work hard together, and we have a lot of fun doing it. We are a team that believes in real autonomy: you own your area, solve problems, and move fast enough to actually see the change you make. The people here are invested in each other just as much as they're invested in the work, and that combination is what makes this place different. We believe in collaboration, innovation, and building a team that truly cares—about our clients, their residents, and each other.

Benefits Snapshot:

• Comprehensive healthcare plans, encompassing medical, dental, and vision insurance, along with group life coverage. Opiniion covers 40-90% of the premium cost for employees and all dependents.
• 401(k) retirement plan with a 100% corporate match on the first 1% and 50% match on the next 5%.
• Pre-tax Health Savings Accounts (HSA).
• Paid Parental Leave for all new parents (including adoption or foster care).
• Unlimited Time Off policies.
• 10 Paid Holidays annually.
• Monthly Wellness Reimbursement benefit.

*Note that the above benefits are available only to full-time employees of Opiniion*

Opiniion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances.