Customer Success Manager

  • Portland, OR
  • Full-time

Company Description

Founded in 2013 in Portland, Oregon, CrowdStreet is a software and services company that is disrupting the commercial real estate industry by enabling innovative real estate operators and developers (AKA “sponsors”) to efficiently raise funds and manage investor relations online. Efficiencies achieved by using CrowdStreet’s platform allow real estate sponsors to post their offerings on the CrowdStreet Marketplace and gain instant access to a national audience of accredited investors. Enterprise-level sponsors use the same technology platform that powers the CrowdStreet Marketplace to present offerings to their own investors under their own brand by integrating CrowdStreet Sponsor Direct, our SaaS solution, with their existing website. Both solutions democratize access to commercial real estate investment opportunities by connecting accredited investors, family offices and institutions directly with real estate sponsors for fee-free co-investing and a modern digital portfolio management experience.


Since the launch of its initial product offering in early 2014, CrowdStreet has posted over $2 billion of total project value on the CrowdStreet Marketplace, raised over $80 million on behalf of real estate sponsors and has grown its team to over 20 experienced professionals. After completing its A-Round of funding in early 2016 by raising over $3.5 million of venture capital, CrowdStreet is actively seeking to double the size of the team to support its rapid growth, expanding customer base and aggressive product roadmap.

Job Description

We're looking for a Customer Success Manager to join our Services Team to manage new and existing client implementations. At CrowdStreet, Customer Success Managers need to be self-starters with the ability to nimbly switch between project management, account management, SaaS implementations, product support, and product training. You’ll use your strong skills in project management, online meeting facilitation, and training to help clients maximize their effectiveness with the product and build strong relationships with our clients. This role will work across the CrowdStreet organization with sales, marketing, investments and product to advocate for their client’s needs and successfully launch and maximize client projects. We’re seeking someone not only with experience building professional relationships with clients, but someone who has the ability to shape the future of our products by contributing to feature requirements and proactively identifying ways to enhance the product.


General Requirements

  • Manage the tactical execution of multiple implementation project plans simultaneously by coordinating the efforts and deliverables with a CrowdStreet Implementation Specialist and the services team.

  • Responsible for account management of a portfolio of customers including quarterly business meetings, building relationships with key stakeholders, annual renewals, and add-ons or cross-sells of solutions.

  • Use your project management skills and experiences to track statuses of key implementation deliverables, drive task completion using tools including BaseCamp and Asana to break down roadblocks and achieve project objectives.

  • Contribute to the implementation team not only as a project manager, but also as a doer who assists the CrowdStreet Implementation Specialist with technical tasks required to configure and launch new client deployments.

  • Become a product expert with mastery of all areas of the solution and deliver product training.

  • Identify new functionality capable of delighting clients and creating differentiable competitive value. Work with the Product team to assess feature benefit and determine roadmap prioritization. Communicate product updates to clients.

  • Serve as the voice of CrowdStreet and first point of contact with clients for all product and support related matters.

  • Use your style and even-keeled personality to nurture a strong relationship with clients.

  • Seek opportunities to provide additional value to existing clients by proactively and regularly reaching out to clients to monitor satisfaction, determine product usage and assess product value realized.

  • Alert Sales when you identify opportunities for add-ons, and cross-sells with existing clients.

  • Conduct post-mortems with clients following launch to determine areas where we are doing well and opportunities for improvement.

  • Conduct Annual and Quarterly Business Meetings with portfolio accounts to improve product utilization, understand their upcoming business needs and drive annual renewals and expansion of accounts.

  • Identify and attain references and referrals from top clients.

Qualifications

General
  • 3+ years of project management, preferably software and/or digital agency.

  • 2+ years experience implementing software solutions, including training and product support.

  • Experience with account management for SaaS implementations and renewals strongly desired.

  • Exceptional interpersonal skills with a proven ability to prioritize competing projecta priorities, remain calm under pressure, complete project deliverables and meet aggressive project deadlines.

  • Business-minded individual fixated on proactively delivering the highest level of customer service while identifying opportunities for product enhancement and upsell.

  • Ability to work collaboratively with colleagues and staff to create a results-driven, team oriented environment.

  • Experience with project tools such as BaseCamp, Asana, Jira or MS Project required.

  • Bachelor’s level degree desired. Relevant work experience most influential.
Bonus Points
  • Fin-tech or Commercial Real Estate Experience

  • Experience with ZenDesk or other support ticketing system

  • Experience with HTML, CSS, web development, Javascript and other technical frameworks highly valued.

Additional Information

  • Reports to the VP of Product and Services.
  • Competitive salary, full benefits and stock options
  • Located in Portland, OR. (No relocation or remote employment)

CrowdStreet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.