Lead Customer Success Manager

At Monument, we’re building the first property management solution for the self-storage industry that's purpose built for portfolios. This is a rare opportunity to reinvent a $30 billion market from the ground up.

As Monument’s Lead Customer Success Manager, you will have the opportunity to help build our Client Success organization and processes from scratch as Monument brings on its first wave of enterprise clients. 

Your Responsibilities

• Own relationships with all clients, serving as the primary point of contact for their needs. 
• Own the onboarding and software implementation for new clients, coordinating project timelines and work streams for account setup, data migration, software configuration, training, and support, and drive it to a successful completion.
• Collaborate with support teams to quickly address client issues, acting as a liaison between clients and internal technical teams.
• Monitor client health scores, churn risk, and satisfaction levels, and proactively implement strategies to improve them.

Who You Are

• 3-5 years experience as a Customer/Client Success Manager (or similar) for a B2B SaaS product.
• You have strong project management skills with the ability to effectively juggle multiple client relationships and timelines.
• You have a proven track record in onboarding clients and leading software implementations.
• You set yourself apart with your organizational skills and fine attention to detail.
• You have excellent communication and interpersonal skills and the ability to build trust with clients.
• You champion high standards, accountability, urgency and enthusiasm.
• You are a self-directed, action-oriented individual with an aptitude and desire to work in a fast-paced startup environment.
• Nice-to-have: hiring and management experience.

Success Measures

• Clients are onboarded successfully within committed timelines
• Client health metrics
• Client retention

Benefits

• Salary Range: $130,000 - $150,000
• Medical, Dental, and Vision
• Equity grant
• 401k plan

Work Mode

• This is an in-office role. Monument’s office is located in Addison, TX, where you are expected to work 4 days/week.