Customer Success Manager

About The Company

Nurture Boss is a rapidly growing SaaS startup helping the multifamily space more effectively market to their prospects and residents with new and innovative strategies. We are looking for leaders to be self-disciplined, motivated, able to work with ambiguity and continue to build this company and maintain our best in class service, within the Multifamily Industry. These people will help lay the foundation the company will build on top of for years to come. They’ll have the grit and tenacity to work hard as an individual contributor while also building a framework around them that will grow with the company as we scale.

Job Summary

Working as a team within the Customer Success Department, which reports directly to the VP of Revenue, successful candidates for the role will be a natural conversationalist, have a passion for helping others, and the ability to develop and implement strategic and creative solutions to complex problems. The Customer Success Manager will maintain and optimize the processes and structures that foster customer relationships, resulting in customer retention and loyalty. Ensure customers are satisfied with the company’s products and services, provide high-level technical support and work to resolve any customer dissatisfactions.

Responsible For

• Serving as primary relationship owner for a portfolio of Multifamily Housing clients, achieving trusted advisor status and fostering long-term business relationships with key stakeholders at the leadership level, within marketing and operations teams and with onsite staff.
• Increase customer satisfaction by developing a deep understanding of customer needs/goals, and communicate regularly with customers to proactively and intentionally drive customer health, including adoption of our platform and ROI
• Partner and work closely with the Sales Team to define and achieve costumes’ success criteria, build & communicate success plans, demonstrate ROI and ensure customers are continuously working toward key milestones. Also responsible for saturating the accounts within the portfolio of clients to win more business.
• Be the voice for customers internally at Nurture Boss — proactively communicate customer stories, insights, value props, and feedback to advocate to Sales, Marketing & Product teams
• Kick off the customer’s journey with Nurture Boss by supporting a smooth transition for the customer from Sales to Success, providing high touch service along the way, including: teaching customers how to attain maximum value and continued success with the platform, assisting in customers attaining time-to-value as quickly as possible, and establishing clarity for activities that are required to meet their goals
• Responsible for being an expert within our platform; setting up clients accounts, knowing how to maximize the platform to achieve ultimate ROI, updating information on behalf of the clients within the platform, continuously training onsite teams about the platform, etc. 
• Maintaining specific Customer Success Team KPIs that include but are not limited to: retention, saturation, case studies, time to onboard, QBR’s, etc.

Qualifications/Skills

• Killer customer service skills with passion for customer advocacy & problem solving
• Ability to communicate passionately, collaborate and rally others, and translate data into insights
• Enthusiastic, driven, and self-motivated team player who is comfortable working in a growing environment
• Strong aptitude for technical software products
• Experience in SaaS industry and/or multifamily industry preferred

Qualifications/Skills

• Able to work with ambiguity 
• Trustworthy
• Personal brand and reputation is important 
• Aligns with Nurture Boss’ company culture

We Offer

Health, Dental and Vision – We offer the usual medical benefits along with unlimited PTO (and encouragement to use it!) to help you stay healthy and happy.

Unlimited PTO – As mentioned we have unlimited PTO. We believe strongly in R&R to help you stay mentally and physically fresh. Burnout is real. The best employees are excited to come to work.

Remote Position – Need to deal with a contractor? Have an inconvenient appointment? No worries – this is a work from home position! While we love seeing each other in the office life, uh, has a way. We don’t want typical life duties to keep you from being productive. Our offices are located in Arizona, all remote positions are 100% WFH 🙂

Equity in Company – We are a true startup and want each employee to have skin in the game. It’s not worth working for if you don’t benefit in the end. Everyone who joins Nurture Boss gets their fair share of equity.

Transparency – We don’t hold back. Everyone has access to the most recent business metrics and financial information.

Tools You Need – We provide every employee with a Mac or PC laptop and monitor. We also purchase any other tools you need to be productive.

A Place to Grow – At Nurture Boss the possibilities are endless!

Our Values

Challenge & Collaborate – Working together with diverse backgrounds creates the best results. We all bring unique viewpoints to solve each problem. We have strong opinions that are loosely held.

Done Is Better Than Perfect – Something is better than nothing. We let our customers tell us what needs to be different and don’t hold back value waiting for perfection. We remain agile to deliver value fast.

Problem Solving – We are obsessed with our customers’ problems. Their success is our success. We follow through and deliver on our promises.

Forever Learning – Intelligence is knowing there is more to know. Failing forwards means we are always improving and getting better, creating an environment that fosters personal and professional growth.

Radical Candor – With trust and accountability we achieve radically candid communication to level up and feel heard.

Nurture Boss is an equal opportunity employer and values diversity at our company. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.