Customer Success Manager

About Us

Are you a results-driven SuperHero?

Flamingo is a Resident Retention Platform. We help large apartment companies quickly boost their resident retention with an all-in-one platform. You can learn more about us here: https://getflamingo.com/

Flamingo's platform has 2 parts:

1. 2-Sided Event Marketplace: Flamingo recruited a network of thousands of event hosts (e.g. caterers, DJs). Property managers can create an account and quickly start booking resident events.

2. Enterprise Software Platform: Apartment operators pay Flamingo a per unit per month fee for Flamingo's full platform or for just the parts they need. Our software helps them streamline operations, automate processes, and replace dozen of single point tools.

As a fast-growing company, we're looking for a Customer Success Manager to join our team and drive production adoption, leading to higher client satisfaction and revenue.

Our Ideal Team Member

Part of ensuring we maintain our company culture is hiring individuals that share our values and meet our standards. We hire results-driven Superheroes - because we want to be surrounded by people that are REMARKABLE and SELFLESS - those people that grew up always wanting to help and ultimately make us better.

Position Overview

As a Customer Success Manager (CSM), you will be the primary point of contact for our customers, guiding them through their journey with our platform. You will work closely with clients to ensure they meet their goals, maximize the value of our software, and are retained long-term. You will be evaluated based on specific performance metrics, ensuring clear expectations for success. Additionally, you’ll be responsible for driving customer reviews, supporting marketing with case studies, and contributing to product improvements based on customer feedback and your observations.

Key Responsibilities

• Customer Onboarding: Lead onboarding sessions, ensuring new customers are set up within 30 days of signing. Success is measured by 100% completion of onboarding milestones within the first 30 days.
• Relationship Management: Develop and maintain strong relationships with a portfolio of key accounts. Success is measured by maintaining a minimum Customer Satisfaction Score (CSAT) of 90% across all managed accounts.
• Success Planning: Collaborate with customers to build success plans tailored to their objectives, ensuring that 80% of customers meet at least 3 of their success plan milestones within the first 90 days of usage.
• Product Adoption, Training, & Enablement: Provide ongoing training, ensuring at least 90% of customers adopt key features of the platform.
• Advocacy: Be the voice of the customer, coordinating with internal teams to resolve issues. Success is tracked by maintaining a ticket resolution time under 48 hours for escalated cases.
• Upselling & Expansion: Identify upselling opportunities to grow revenue. Success is defined by achieving a monthly net revenue retention (NRR) of 9.2% or higher from your portfolio.
• Customer Reviews: Proactively encourage customers to leave reviews on review platforms such as G2, Google My Business, and others. Success is measured by securing at least 3 customer reviews per month from your managed accounts.
• Case Studies: Work with customers to identify and draft at least one customer case study per month to support marketing. Marketing will use the draft to write up the final case study.
• Product Feedback & Improvement: Gather customer feedback on product features and usability, and identify areas where customers are struggling. Regularly contribute actionable insights to the product team, advocating for improvements or new features. Success is measured by the quality, frequency, and actionability of your feedback, and its impact on product development.
• Customer Support: Work closely with the support team to ensure issues are resolved swiftly and effectively, contributing to a monthly churn rate of less than 0.42% across your accounts.
• Retention: Success is defined by achieving a monthly customer retention rate of 99.6% or higher for your portfolio of clients.

Required Qualifications

• Experience: 1+ years in sales, customer success, account management, or client services within a SaaS environment.
• Customer-Focused: Proven track record of building strong relationships and driving customer success in a B2B SaaS environment.
• Technical Proficiency: Ability to quickly learn and deeply understand the technical aspects of SaaS platforms and explain them clearly to customers.
• Problem-Solving: Strong analytical skills with a customer-centric approach.
• Communication: Excellent verbal and written communication skills, able to present complex ideas clearly and effectively.
• Ownership Mentality: Proactive problem solver who takes full responsibility for outcomes and drives initiatives forward without waiting for others to act.
• Project Management: Experience managing multiple projects and stakeholders with competing priorities.
• Collaboration: Ability to work cross-functionally with product, sales, and support teams to advocate for customer needs.
• Data-Driven: Familiarity with customer analytics, tracking KPIs, and using data to drive decisions.
• Empathy & Adaptability: Deep empathy for customers and the ability to adapt to changing environments and priorities.

Preferred Qualifications

• Experience working in a SaaS company or startup .
• Experience with CRM tools (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Familiarity with Customer Success Methodologies.

Success Metrics

• Onboarding: 100% completion of onboarding milestones within 30 days for all new clients.
• Customer Satisfaction (CSAT): Maintain a CSAT score of 90% or higher across managed accounts.
• Adoption: Ensure 90% of customers adopt key platform features within 90 days.
• Retention: Achieve a monthly customer retention rate of 99.6% or higher.
• Upselling: Drive a monthly net revenue retention (NRR) of 9.2% or higher.
• Churn: Keep the monthly churn rate below 0.42%.
• Support Response: Resolve escalated support tickets within 48 hours.
• Customer Engagement: Ensure 75% of accounts log into the platform weekly.
• Customer Reviews: Secure at least 3 customer reviews per month on platforms like G2 or Google My Business.
• Case Studies: Draft at least one customer case study per month for marketing to write up.
• Product Feedback: Provide at least 2 actionable product insights per quarter based on customer feedback and observations, with at least 30% of feedback leading to product changes or improvements.

Why Join Us?

• You enjoy the opportunity for extreme autonomy, ownership and impact
• Opportunity to join a fast-growing SaaS company with significant growth opportunities. Do well and enjoy promotions in as little as 6 months.
• Competitive salary and opportunity to earn equity
• Remote work flexibility.
• Travel to the USA for conferences and team building activities

Don’t Join Us If:

• You’re looking for an easy job. Each Flamingo team member has to work extremely hard to ensure we fulfil our company goals. Flamingo isn't for everyone.
  
• You struggle in high stress situations or extreme expectations. We CARE about results.
• You need step by step directions to get work done. We are looking for people that can work independently.