Customer Success Manager

As a Customer Success Manager, you will play a pivotal role in driving success for our customer base, ensuring they recognize value from our products, engage in the platform, and take advantage of the full breadth of the DoorLoop platform—leveraging add-ons to drive incremental revenue. You will be part of a pooled Customer Success team working across our SMB customers. Your focus will be to leverage data and insights to identify key customers within our portfolio, utilizing technology and automation to proactively deliver insights to our customers and drive the necessary growth and retention.

This role is ideal for someone who thrives in a dynamic, fast-paced environment and is passionate about helping customers succeed and grow. This is a new function within the DoorLoop CX org, and it presents a huge opportunity to help build the foundations and customer strategy as we scale this team over the coming years.

You will collaborate closely with internal teams (sales, product, support, onboarding) to ensure seamless customer experiences and to continuously deliver value.

• Customer Engagement: Serve as one of our pooled Customer Growth Managers, managing multiple accounts simultaneously. You will be responsible for driving engagement and product adoption, which in turn will result in additional revenue streams for DoorLoop.
• Relationship Management: Build relationships with our customer base, understanding their goals, challenges, and growth opportunities, and act as the bridge for this information back to the rest of the organization.
• Customer Success Strategy: Proactively monitor customer health scores, risk indicators, and growth opportunities, and implement success strategies to drive retention and expansion opportunities.
• Upsell & Cross-Sell: Identify opportunities for customers to expand their use of the platform and services, and grow these accounts through upselling and cross-selling, working hand in hand with our Sales team.
• Product Expertise: Maintain deep product knowledge and provide best practices, insights, and recommendations.
• Issue Resolution: Work closely with the support and product teams, where you will delegate and help triage support tickets and issues in a timely manner, ensuring minimal disruption and maintaining customer satisfaction.
• Reporting & Analysis: Regularly track, analyze, and report on customer metrics such as engagement, satisfaction, renewal rates, and expansion opportunities.
• Collaborative Growth: Work closely with marketing, product, and sales teams to share customer feedback, ensuring that the product roadmap aligns with customer needs and drives growth.

• Bachelor’s degree or equivalent experience in a related field (Business, Marketing, or similar).
• 3-5 years of experience in customer success, account management, or similar customer-facing roles, preferably in a B2B SaaS environment.
• Proven track record of managing a high volume of customer accounts simultaneously, ideally within a pooled model.
• Strong interpersonal skills, with a customer-first attitude and a knack for building relationships. You should have the ability to balance your workload strategically to maximize value to as many customers as possible.
• Ability to identify growth opportunities within a customer base and effectively communicate the value of additional services or products.
• Excellent problem-solving skills and the ability to handle complex customer issues.
• Exceptional communication skills, both verbal and written, with the ability to present ideas clearly and persuasively.
• Experience with CRM and customer success platforms (e.g., Salesforce, ChurnZero, Intercom).
• Ability to work independently and as part of a team in a fast-paced, ever-changing environment.

• Unlimited paid time off: take unlimited personal, sick, and vacation days
• 401(k): plan for retirement with 4% matching and instant vesting
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans
• Life insurance: $100,000 policy fully covered by DoorLoop
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop
• Paid parental leave: paid maternity and paternity leave for birth and adoption
• Monthly stipend: a dedicated company credit card for work-related expenses
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success