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Customer Success Manager

Remote, US

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Has anyone ever told you that you’re a “people person” or their go-to for advice? Do you love thinking outside of the box to increase user adoption? Do you crave the responsibilities of guiding clients through software adoption strategies, educating them on exciting (and frequent) new product features, translating data into ROI, advising clients on best practices, and building exceptional relationships? Well, then we've got the perfect role for you!

As Customer Success Manager, you’ll be a valued member of our Success team, reporting to the Sr. Director of Customer Success, with a focus on increasing Updater’s user adoption with our real estate clients. You’ll serve as our clients’ primary business liaison – their go-to for all things “Updater.” You’ll be responsible for guiding our clients through the entire lifecycle of the relationship, helping deploy Updater, advising them on best practices, and, ultimately, achieving excellent value and ROI.

Moving is one of the most universally relatable problems. Everyone has moved at least once and everyone thinks moving is painful. Updater is solving that pain at scale. We’re a well funded and growth-focused company, with technology that touches nearly 50% of all household moves in the US annually, and we’re growing quickly.

 

About the Role

 

  • Successfully manage, serve as the trusted advisor and expand our multifamily client accounts by constantly reinforcing our value every day with key client stakeholders and executive sponsors.
  • Monitor health metrics and log interactions using Gainsight, conduct regular business reviews to celebrate positive outcomes and identify opportunities for growth, and help drive references and case studies. 
  • Educate clients on the Updater platform and provide them the training and tools to transfer knowledge to their teams, helping them become increasingly self-sufficient. 
  • Project manage and track progress on client-specific initiatives to help them reach their goals.  Provide ongoing support, responding to their queries in a timely manner. 
  • Proactively identify account risks and develop mitigation plans to resolve; coordinating across various internal teams to solve any problems that arise utilizing Updater’s internal tools.
  • Partner with Sales on renewals and growth, with Marketing on client-facing collateral, with Product on feature development, and with Education to enhance training and scalable learning.
  • Become an expert on the platform and integrations while keeping up with industry trends and competitors. 
  • Identify improvement areas in our process, articulating and documenting solutions to create a scalable infrastructure for our Customer Success team.
  • Demonstrate strong analytical skills, including proficiency in VLOOKUP and other Excel data entry functions, to translate data into actionable insights and illustrate ROI for clients.

 

About You

  • Empathy: you strive to see the world from your client's point of view in order to anticipate their needs
  • Humility: you have an opinion, but aren't afraid to be proven wrong, and are open to an alternate way of doing things
  • Strong communication: you're comfortable talking to and presenting to decision makers and end users in the property management space
  • Comfortable with Ambiguity: you can effectively cope with uncertainty and feel confident asking questions and seeking answers.
  • Friendly Collaborator: you enjoy working with your peers and keep an open mind when it comes to feedback and other perspectives 
  • Self-starter: you actively seek out new opportunities for improvement 
  • Tech-savvy: you have experience working within a SaaS or software-related field and are comfortable navigating digital tools and platforms.

Bonus Points For

  • Familiarity in the multifamily property management space
  • Experience in the B2B2C world
  • Saas start-up experience 
  • Salesforce/CRM/Gainsight familiarity

Compensation: This posting is anticipated to remain open until August 17, 2025. Compensation for this position is 90% base salary and 10% variable with the base salary range of $90,000-$120,000. Factors which may affect the starting pay within this range include skills, experience, and other qualifications aligned with Updater's internal leveling guidelines.

About Updater

Updater makes moving easier for the 12 million households that relocate every year in the US. With Updater, users seamlessly forward mail, transfer utilities, connect TV and internet, and much more. Thousands of the most prominent real estate companies in the US (from real estate brokerages to multifamily and relocation companies) rely on Updater’s real estate products to save clients hours with a branded and personalized Updater moving experience.

Updater has raised over $450 million from leading investors, including SoftBank Capital, Vista Credit Partners, IA Ventures, Commerce Ventures, Second Century Ventures (the strategic investment arm of the National Association of Realtors®), and more. Updater has ranked on Crain's Best Places to Work in NYC in 2016, 2018, & 2021. For more information, please visit www.updater.com.

Updater is proud to be an equal opportunity employer and will consider all qualified applicants regardless of color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, actual or presumed belonging to an ethnic group, or any other legally protected status. If you have a disability or special need that requires accommodation, please let us know.

Benefits: The Company offers the following benefits for this full-time position, subject to applicable eligibility requirements:

  • Medical, Dental, and Vision Insurance 
  • Unlimited PTO
  • 13 paid company holidays annually 
  • Updater Stock Options 
  • 401(k)
  • Commuter Benefits 
  • Personal Wellbeing Subsidy
  • New Hire Subsidy
  • One Medical Membership
  • Short Term Disability Insurance 
  • Supplemental Life Insurance
  • 12 weeks of Primary Caregiver Parental Leave 

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