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Senior Customer Success Manager

3 months ago

Toronto, Ontario, Canada STAN AI Full time


Working as a part of STAN's Customer Success Team, the Customer Success Manager , will contribute to the long-term growth and retention of Enterprise property management firms using STAN, through rapport building and solutions-based selling across an assigned book of business.

About Us:

We believe that properties can be managed autonomously. Do you?

STAN is the first A.I. assistant for residential property managers.

STAN was launched in 2019 by two former property management executives who spent 13 years working for North America's largest management company.

STAN is growing quickly and is already the largest A.I. assistant in the industry.

We offer multiple AI products to serve our clients, from our flagship omnichannel AI assistant to numerous AI add-ons for property managers.

STAN is also an award-winning platform, having been recognized by Rogers, FedEx, George Brown College, StartUp Canada, the Waterloo Accelerator Centre, and more

To learn more, feel free to visit our website at

The Role:

Manage an assigned and growing portfolio of mid-market to enterprise accounts.
Build positive relationships with clients, while becoming a trusted AI Solutions advisor.
Act as the central point of contact and handle customers' individual needs.
Resolve conflicts and provide solutions to customers in a timely manner.
Identify and create growth opportunities within the assigned book of business.
Expand STAN's Suite of AI tools across property management firms full portfolios.
Demonstrate STAN's growing capabilities with customers, through product walkthroughs and new feature presentations.
Set and track account targets, aligned with company and Customer Success objectives.
Protect book of business, through churn management, expectation setting with customers, and strategic problem-solving.
Work cross-functionally with Product, Engagement, Bot Review, and Onboarding teams to deliver world-class client experiences.
Become the internal voice of the customer at STAN, driving our client's needs forward.

Contribute to the build-out of Account Management at STAN, including creating new processes, setting key objectives, and formulating account growth plans.

Requirements and Skills:

Proven work experience in Sales, Customer Service, and/or Client Success.
Hands-on experience with selling and an ability to deliver excellent customer service.
Knowledge of CRM software, Project Management, and CS Platforms.
Experience with scaling Account Management programs within a fast-paced startup.
Deep understanding of sales performance metrics.
Excellent communication, objection handling, and negotiation skills.
An ability to deliver projects and answer inquiries on time.
Business acumen with a problem-solving attitude.
Degree in Business Administration, Marketing, or equivalent experience.