Manager, Client Success

The primary responsibility of the Manager, Client Success will be to help build and maintain a client-facing team that will onboard, train, and support a growing network of trade vendors using Lessen’s new field-management solution, Lessen Pro.   The candidate and their team will grow and maintain strong relationships with our users, ensuring their satisfaction and driving growth through cross-selling and upselling additional services. The position will play a pivotal role in training vendors, providing support, and delivering exceptional client-facing service. The position reports to the Senior Director, Growth Initiatives.

• Software Implementation: Help lead the execution of the overall strategy for Lessen’s Vendor SaaS offering.  
• Land and Expand: Assist in identification of opportunities to become the leader in this space and ensure revenue growth 
• Client Onboarding: Manage the onboarding process for new clients, ensuring a smooth transition and setting the stage for long-term success. 
• Solutions Management: Work closely with clients and vendors to understand their pain points and product growth opportunities 

• Client Relationship Management: Develop and maintain strong relationships with clients, ensuring their needs are met and they are satisfied with our services. 
• Training and Support: Train vendors on our SaaS platform and provide ongoing support to ensure they can effectively use our tools. 
• Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell additional services to existing clients, driving revenue growth. 
• Service Excellence: Deliver exceptional client service, addressing any issues promptly and effectively. 

• $75,000 - 90,000.00 annually

• Customer Service / Relationships

• Verbal Communication 

• Written Communication

• Teamwork

• Computer Skills: Proficient in: Microsoft Word, Excel, PowerPoint, Outlook
• System Experience: (Salesforce)

• Proficient in all people management processes, including recruitment, performance management and reward
• Proficient in building, growing and developing a team; including department structure design and resourcing
• Proficient in coaching and developing individual team members to reach their potential
• Proficient in engaging a team through communication, processes, personal impact and influence]

• Experience: Minimum of 5 years of experience in client success, account management in a SaaS product in the real estate/construction verticals.
• Skills: Excellent client-facing and relationship management skills, strong communication and interpersonal skills, and the ability to build and maintain relationships.
• Management Experience: Minimum 5 years of experience managing a team of client success representatives, preferably in a SaaS product in the real estate/construction verticals.
• Technical Proficiency: Familiarity with SaaS platforms and the residential repairs and maintenance industry.
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