Customer Success Manager - Mexico

Do You Want to Join a Small Team and Have a Big Impact?

Latchel is a Y Combinator -backed, Series A startup seeking a Customer Success Manager for our growing Customer Success team.

We are a fully remote company and invest heavily in creating a strong culture to keep us connected.

Customer Success at Latchel Customer Success owns the post-sales customer journey at Latchel.

Customer Success Managers discover their customers' business goals, learn their operations, and chart a path to achievement, providing guidance, support, and good cheer along the way.

The Fun Part  Property management companies come in different shapes, sizes, and flavors.

There is no standard process property managers use to address maintenance.

Each property management company leverages Latchel differently to achieve business goals.

Once identified, we can assess the pain points that Latchel is best designed to address.

As a Customer Success Manager, you’ll identify and articulate a path to success for each of your customers.

You’ll help them identify milestones in leveraging Latchel’s platform and risks to achieving their goals.

You’ll strategize how to mitigate those risks as you meet with key decision-makers within your client companies.

Latchel is not a silver bullet that will solve all maintenance problems.

It will take hard work to address unproductive habits and processes in customer maintenance operations.

Fortunately, the Customer Success Manager is an expert in operational processes and can help customers identify areas to focus their efforts on and improve.

The key is solution-oriented coaching and training.

This requires a customer advocate to help drive improvements to the product and the outcomes it facilitates and delivers to customers.

Key Responsibilities Your number one goal is to build trust and relationships quickly.

Clients know they have an ally that always has their back and is looking out for their best interests.  You are the voice of the customer.

You surface client feedback to our Product & Support teams to ensure our focus is always on improving the client experience.  Through active listening (not solutioning), you understand your clients' needs and, when necessary, can effectively delegate to the appropriate teams that are best suited to achieve these outcomes, while following up and following through with your clients.  You continue to build trust with clients through proactive outreach.

Required Qualifications You’re a great team player and like to collaborate with your colleagues.

We’re all remote and fun, and camaraderie is part of our DNA.  You have strong organizational skills.

You have a track record of cross-collaboration and the ability to delegate to different teams to achieve customer outcomes while keeping your clients in the loop and following through.

You have strong active listening and communication skills.

You don’t have all the answers, but you can listen effectively to understand client needs and communicate outcomes to clients, consistently showing you are in the client's corner.  You have a proven track record of managing a book of business, with the focus on building trust and maintaining relationships / friendships with your clients.  A Plus, but not a Must Ability to use simple data points to identify common themes to better understand and predict client health and satisfaction.  Experience streamlining processes, with a focus on continuous improvement and a more consistent client experience.

Ability to identify and build out best practices and workflows based on client feedback.  Experience :   3 - 5 years of experience in a customer relationship role, with a track record of building trust.  Experience as a property manager or in the prop-tech space is strongly preferred.

Compensation and Benefits We have a unique compensation structure.

We let employees pick their preferred mix of salary and equity.

This ranges from USD 35,000 to 50,000, depending on your experience and selection.  In addition, Customer Success Managers are granted meaningful equity via options.

Latchel also offers SafetyWing Global health insurance, or a medical stipend any alternate coverage.

Latchel offers 13 paid federal holidays, 2 additional holidays, and a strong vacation and sick leave benefit package.

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