Customer Success Manager

We are seeking a dynamic, proactive, and results-oriented Customer Success Manager (CSM) to join our vibrant team. This hybrid role blends strategic relationship management with sales acumen and data expertise. You will be the primary advocate for a portfolio of existing clients, ensuring they derive maximum value from our space utilization data and technology while actively identifying, pursuing, and closing expansion opportunities. A key component of this role involves guiding clients in leveraging data effectively to achieve their business objectives. If you excel at building trust, have a knack for sales, and are comfortable diving deep into data, this role is for you.

Responsibilities:

• Relationship Management:
• Develop and maintain strong, long-lasting relationships with key stakeholders within your assigned client portfolio.
• Serve as the primary point of contact and trusted advisor post-initial sale.
• Conduct regular business reviews to assess client health, showcase value, understand evolving needs, and align on strategic goals.
• Proactively monitor client engagement and health metrics to identify risks and opportunities.
• Act as the voice of the customer internally, providing valuable feedback to Product, Sales, and Engineering teams.

• Expansion Sales:
• Actively identify upsell and cross-sell opportunities within your existing client base by understanding their business challenges and aligning them with additional Occuspace use cases.
• Manage the sales cycle for expansion deals, from identification and qualification to negotiation and closing.
• Meet and exceed assigned expansion revenue targets.
• Collaborate with the core Sales team for complex renewals or significant new opportunities as needed.

• Data Enablement & Adoption:
• Onboard new clients (or new teams within existing clients) onto the Occuspace portal, ensuring a smooth transition and initial value realization.
• Deeply understand client use cases and guide them on how to best utilize our software and data capabilities to achieve their specific goals.
• Train and empower client users to effectively interpret data, utilize platform features, and generate actionable insights.
• Assist clients in troubleshooting data-related questions and analysis challenges.
• Promote best practices in data analysis and data-driven decision-making using our tools.

• Internal Collaboration & Reporting:
• Maintain accurate and up-to-date client records, activities, and expansion pipeline information in our CRM system, Hubspot.
• Use data available to monitor KPIs related to client health.
• Collaborate effectively with internal teams (CS, Implementation, Product, Engineering, Marketing, Sales) to ensure a seamless client experience.

• Experience working with clients in higher education, corporate real estate, or government sectors is a big plus.

• Bachelor’s Degree.
• At least five years in a Customer Success, Account Management, or Sales role, preferably within a B2B SaaS, measurement, or data analytics company.
• Demonstrated Expansion Acumen: Proven track record of successfully identifying, managing, and closing expansion, upsell, or cross-sell opportunities. Comfortable discussing commercial terms and negotiating deals.
• Strong Data Analytics Skills: Solid understanding of data analysis concepts. Ability to interpret datasets, identify trends, and help clients derive insights from data. 
• Client-Centric Mindset: Passion for helping clients succeed and achieve their business outcomes.
• Excellent Communication Skills: Outstanding verbal, written, and presentation skills, with the ability to explain complex technical and data concepts clearly to various audiences.
• Relationship Building: Proven ability to build and maintain strong relationships with diverse stakeholders, including executives.
• Technical Aptitude: Comfortable learning and explaining software products and data platforms.
• Problem-Solving: Proactive and adept at identifying client challenges and finding effective solutions.
• Organization & Time Management: Ability to manage a portfolio of clients, prioritize tasks effectively, and manage multiple competing priorities.
• Experience working in a remote environment productively.
• Ability to travel (Up to 25% of time.)
• Experience using a CRM.
• Proficiency with G-Suite.

• A high-impact role in an emerging industry leader with a great company culture & team
• Competitive compensation and equity
• Retirement Plan (401k)
• Employer-sponsored medical, dental and vision insurance and other HR benefits
• Open vacation policy
• This position is eligible for commissions with OTE expected at $120,000