Customer Success Manager

Do you thrive in a dynamic, innovative environment helping companies achieve (and exceed) their goals?:
Are you a property manager who loves helping solve problems? Or have you worked for a B2B software company as a Customer Success Manager? If so - we want to speak with you:
At Condo Control, we are expanding our Customer Success team. In this role, you will ensure your customers have a great experience and get full value from the services they have purchased. As a member of our Customer Success team, reporting to the Director of Customer Success, you'll play an integral role in ensuring customer satisfaction, which will enable future growth and position the company as a leader in our industry.
Our main office is conveniently located right above the College subway station at Yonge & College. Due to the COVID-19 pandemic, you will be working remotely 4 days per week, coming into our office one day per week. This arrangement may change from time to time because of updated guidance from Toronto Public Health.

**Benefits & Compensation**:
Upon joining the team, you will receive;
- Competitive Salary. Based on experience and skill;
- Full medical and dental benefits;
- 4 weeks of paid time off annually;
- An annual training and learning budget for professional development;
- Full-time salaried position, standard business hours (9 am - 5 pm), with casual dress;
- Hybrid work environment - remote 4 days a week, in office 1 day a week.

**What you’ll be doing**:

- Contact existing customers on a regular basis to check in and ensure they are satisfied.
- Maintain a portfolio of varied account types, and ensure high administrator adoption across your portfolio, limiting low administrator engagement on accounts to less than 5.
- Act as the escalation point for customer support, feature enhancements, product releases and new service offerings.
- Facilitate the renewal process, including fee increases as applicable.
- Own upsell and renewal strategies for a portfolio of existing customers.
- Own the collection process for overdue invoices from your portfolio.
- Maintain a deep understanding of the product and speak with customers about their specific business/association needs.
- Provide hands-on feature demos to help customers realize the full potential and business benefit of product capabilities and minimize the fog of uncertainty around how to add or use those features.
- Serve as the voice of the customer and provide internal feedback on how Condo Control can better serve our customer base.
- Track accounts to identify churn risk and work proactively to eliminate it.
- Ensure a solid understanding of the customer's technical environment, business goals, and best practices to recommend ideal solutions for success.
- Work closely with Product Development on the identification and tracking of enhancement requests and bugs.
- Ramp up to hit monthly upsell and renewal quotas within the first 6 months:

- $3,000 ARR/month in upsells (new features, add-ons and additional services)
- 5% average increase each month on renewals
- Maintain churn at less than 6% annually across your portfolio
- Ensure more than 50% adoption of payment features across your portfolio on applicable accounts
- 5% average increase each month on renewals
- Maintain churn at less than 7% annually as a team
- Track all activities and keep accurate records in Salesforce
- From time to time, manage the onboarding of new Spanish-speaking clients
- Set onboarding meetings, configure workspaces, and train new clients, all in Spanish

**Skills**:

- 4-year bachelor’s degree required
- 2 -4 years in a Customer Success OR property management role, with a proven ability to deliver and grow customer value with mid-market technology solutions.
- 2-4 years in customer-facing roles, including support, project and account management, sales, professional services, training, or consulting, preferably in a technical domain.
- Proficiency with Salesforce, Zoom, Microsoft Office Suites and other Software-as-a-Service is a plus
- Passion for customer success and experience in achieving customer satisfaction with existing products.
- Exceptional communication skills, both verbal and written
- Commitment to results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
- Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
- Confidently able to deal with customers who may be direct or demanding at times
- Experience in Property Management is an asset but not required
- Being bilingual is a requirement: English and Spanish

**About Condo Control**:
Condo Control is a Canadian company that provides online communication and management software for condominiums, co-ops and HOAs. Condo Control provides a SaaS platform that helps property managers, board members, security, and condo owners communicate qui