Customer Success Manager

Who We Are

Pippin Title is a venture-backed real estate tech startup that offers nationwide, comprehensive, high-quality, technology-driven title search services to clients across the US. We’re bringing title search into the 21st century.

Pippin is headquartered in New York City. With a remote-first culture, we look to hire the best talent wherever they are located across the country.

How We Do It

We work with title insurance companies, property developers, and financial institutions to quickly and easily produce title documents to make the real estate closing process faster and more efficient.

Our proprietary cloud-based software allows our customers to manage their workflows efficiently, saving them time, money, and hassle. Having just closed a recent financing round, we are rapidly scaling our business - and our team!

What You Will Do

We are looking for a Customer Success Manager who will build meaningful relationships with our current clients and drive Pippin’s long-term sales growth strategy. As part of the Customer Success team, you will work closely with the Sales team and CEO to: 1) drive and iterate a seamless onboarding process for new clients, 2) leverage Pippin’s expertise to help current clients solve their business problems, 3) grow our share of wallet, and 4) ensure the long-term success of our client to reduce churn.

While Customer Success is part of the Revenue team, it will also work closely with the customer service and operations teams. At the moment, there will not be a supervisory component to this role.

Key Responsibilities

You will work together with our existing Customer Success team to:

• Manage sustainable, seamless, and effective onboarding processes
• Respond to inbound customer requests and focus on scaling interesting clients
• Work with the sales team to transition prospects to clients smoothly
• Serve as an advocate for current Pippin clients
• Regularly consult current clients to understand their pain points and propose solutions
• Grow Pippin’s share of wallet through relationship-based sales
• Understand and effectively educate clients about Pippin’s product and technology pipeline
• Develop and execute effective engagement strategies for current clients such as creating or proposing marketing materials related to the client experience
• Propose and research new products or services to maximize client satisfaction
• Help manage revenue technology stack such as Hubspot and integrations
• Gather, synthesize, and report on key client metrics
• Proactively identify potential issues with orders and work with customer service and operations to address them before delivery

Qualification

• Experience in the Title/Real Estate Industry preferred
• 3-5 years of experience in customer success position preferred
• In depth experience with Hubspot or other CRM preferred
• Remote work experience preferred
• Slack and Microsoft Office experience preferred
• Superior written and communication skills
• Excellent relationship-building skills
• The ability to work in a fast-paced startup environment
• The flexibility to adapt to a quickly growing business
• The ability to think creatively and strategically about how we can rapidly grow the company together
• The desire to learn constantly

Who We Are As An Employer

Pippin’s culture is rooted in our core values, which promote an innovative and inclusive environment where diverse perspectives and new ideas are celebrated. At Pippin, we believe that people who give their best deserve the best in return.

We offer a competitive compensation package including paid vacation, holidays, and health insurance. Our compensation for this position is flexible based on experience. It is more important to us that we find the right candidate who will fit in with our culture and share our service values of pride, consistency, adaptability, and appreciation. If you are passionate about title search and quality, give us a chance to meet you.