Customer Success Manager

About Clearing:

Clearing is a leading accounting and automated bookkeeping solution designed specifically for Short-Term Rental (STR) property managers. Our platform empowers property operators to streamline their accounting processes, gain control of their finances, and enhance the homeowner experience. With dedicated homeowner portals, customizable reporting, and efficient expense management, Clearing is transforming trust accounting in the property management industry.

About Clearing Customers:

Our customers are property managers in the STR industry, ranging from individuals to large companies managing one to hundreds of listings across platforms like Airbnb, Vrbo, Booking.com, and other Online Travel Agencies (OTAs).

Role Overview:

As a Customer Success Manager at Clearing, you’ll play a crucial role in ensuring the ongoing success and satisfaction of our clients after they have been onboarded. You will be the primary contact for proactive customer engagement, support, and satisfaction, while providing resources and maintaining a high standard of service. This role is ideal for a proactive, relationship-driven individual eager to support our users' goals and prevent churn.

Key Responsibilities:

• Manage proactive support and product engagement campaigns to keep clients informed and satisfied.
• Handle and track support tickets, ensuring timely resolution and customer satisfaction.
• Maintain and expand Clearing’s knowledge base, keeping resources up-to-date and relevant.
• Conduct support calls with clients as needed, prioritizing high-impact clients for personalized attention.
• Host office hours to assist clients in understanding and using Clearing’s features efficiently.
• Drive NPS (Net Promoter Score) improvement initiatives to enhance user satisfaction and loyalty.
• Ensure that our implementation team can focus on new users by maintaining retention and support for existing clients.

Objective:

• Ensure clients are well-informed and capable of using Clearing efficiently.
• Drive high satisfaction and achievement of client goals, measured by NPS, client goal based execution, and retention metrics.
• Contribute to achieving 100% client retention by fostering deep client relationships.

Requirements:

• 2+ years in a similar proactive customer success or support role with SaaS experience preferred.
• Strong interpersonal skills, with the ability to build lasting relationships and demonstrate patience.
• Experience in proactive support, including email outreach and campaign management.
• Familiarity with Intercom, Salesforce, and knowledge base documentation.
• Highly tech-savvy with a passion for learning and an entrepreneurial mindset.
• Experience in bookkeeping, finance, or a strong affinity for numbers.

Nice to Have:

• Background in SaaS or experience with property management or real estate.
• Remote (preferably East Coast) candidates.
• Familiarity with the STR industry.
• Familiarity with trust accounting.

Why Join Clearing?

This role offers a unique opportunity to develop a customer success playbook, impacting both client success and the growth of Clearing. Your contributions will help shape the customer experience and ensure our platform empowers property managers to succeed in the competitive STR market.

How to Apply:

If you’re a proactive, client-focused professional excited by the prospect of contributing to a fast-growing startup, we’d love to hear from you! Please submit your resume and a brief statement about your interest in joining the Clearing team to [email protected].