Customer Success Associate

Customer Success Associate

Runwise is looking for an entry-level Customer Success Associate who is highly motivated, results-oriented, and looking to learn about Customer Success and the SaaS/PropTech industry.

Runwise is a fast-paced, customer-focused New York City / Boston based energy tech startup that controls and runs the heating systems in nearly 8000 buildings throughout the United States. Runwise's unique hardware and software service significantly reduces energy usage, substantially lowering costs and carbon output. The average reduction in energy use across those buildings was 21%. Together, those buildings saved more than $44 million in energy costs to date.

As a Customer Success Associate at Runwise you will have the opportunity to work directly with our Customer Success Managers. Each customer and each building has unique needs. You will assist our Customer Success Managers, helping them effectively manage their books of business while you learn our product and services. You will be an integral part of our customer experience, helping our customers run their heating systems in an energy efficient way that makes tenants more comfortable.

Responsibilities will include, but are not limited to:

• Assisting property managers, supers, and owners with the Runwise platform
• Drafting and delivering savings reports for existing customers
• Pulling reports and reviewing customer data to distill trends, flag inconsistencies, etc.
• Reviewing customer dashboards, usage, etc. to help identify trends and triggers to escalate to Customer Success Managers
• Proactively identifying potential problems that may lead to reduced savings or a miss on customer goals
• Assisting Customer Success Managers in building relationships with all parties interested in the Runwise product (supers, property managers, owners)
• Managing internal CRM tools, maintaining customer data hygiene, and executing playbooks
• Engaging with clients directly and facilitating ongoing adoption of product and platform utilization
• Working cross-functionally to maintain customer records, signals, and data

Who you are:

• You have 0-1 years of direct customer management experience in a Customer Success, Support or Account Management role or are interested in learning about the Customer Success space
• You have excellent social and communication skills and find it easy to get along with others
• You are pro-active, detail-oriented, extremely organized and you have strong project management skills
• You thrive by building long-term relationships and partnering with a range of stakeholders (customers, colleagues, etc.)
• You are a problem solver and can help diagnose and troubleshoot problems quickly and efficiently.
• You are always looking for ways to do the job faster and better, including using AI tools to boost productivity and streamline repetitive internal processes and tasks
• You are eager to learn and grow in your abilities. Over time you will help to distill technical or complex systems into simpler concepts to empower customers
• You are willing and capable of working very hard and at times longer hours during peak season (winter)
• You are passionate about real estate and/or energy efficiency
• Bilingual English/Spanish skills are definite plus, but not a prerequisite

Salary: $70,000-$80,000 (varied on experience and market rate)

What you believe:

• No job is too small.
• Sincerity builds trust.
• Setbacks fuel progress.
• Efficiency is vital.

Benefits:

• Medical, dental, and vision insurance
• HSA & FSA options
• Paid Parental Leave
• Access to Talkspace & Health Advocate
• Flexible PTO
• Commuter Benefits
• 401K
• Company paid life insurance
• Voluntary supplemental life insurance
• Free in-office lunch on Wednesdays
• Hybrid work environment
• Summer Fridays
• Monthly L&D Series
• Employee Resource Groups (e.g. DEIB Committee, Run Club)

This is an excellent opportunity to join a fast-growing company and create a career path beyond this initial role. You will be surrounded by talented people where you will learn about real estate and software/managed services sales at a very fast growing tech company, whilst having a tangible impact on reducing carbon emissions across the country.