Routable

Customer Success Manager

Remote

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Rental Marketplaces, Martech, Data SaaSIndustries

Company Information

We are a profitable, growth-stage company specializing in industry-leading martech and data SaaS products for the rentals industry. Originally known for building and operating one of the U.S.’s largest rental marketplaces, Rentable, we have since expanded our portfolio to include two high-growth products: MavenAI, an AI mar-tech solution, and ApartmentIQ, a category-leading competitive intelligence software.

We’re a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy, and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. We have raised $30MM+ to date from some of the world’s best investors, are profitable with a strong balance sheet and an indefinite runway.

Position Overview

  • Location Type: Remote
  • Job Type: Full-time
  • Salary: Not specified

As the Customer Success Manager for the ApartmentIQ product, you will play an important role in driving a seamless experience for our customers. You will take ownership of creating and managing relationships, maintaining account health, upselling accounts, providing product feedback, and driving the customer renewal process, all while being an advocate for our customers. Working closely with our customers, you will gain insight into their unique objectives and challenges, and you’ll craft personalized responses and plans that cater to varying levels of needs from our customers. You will be responsible for ensuring our customers are successful in using our software and platform and achieving their business objectives. You will have a passion for customer success and a proven track record of achieving revenue targets.

Responsibilities

  • Build and nurture strong relationships across a book of customers to understand their goals and deepen usage of our platform.
  • Develop deep, multi-threaded relationships with decision-makers of your customers.
  • Drive spend across your book of business by collaborating with sales and identifying areas of opportunity.
  • Responsible for achieving retention targets within your assigned client base.
  • Identify opportunities for growth and collaborate with customers on strategy and upcoming product releases.
  • Ensure customer data is accurate and up-to-date in our CRM system.
  • Conduct business reviews with customers to ensure they are achieving their desired outcomes.
  • Create and document client success plans for each of your assigned clients.
  • Collaborate with product, support, and marketing teams to provide informed recommendations for our product roadmap & customer communication strategy that enhance the customer experience and drive efficiencies throughout the account lifecycle.
  • Participate in team meetups several times per year and an annual all-company retreat, Rentapalooza.

Qualifications

  • 1+ years of experience in Customer Success Management, account management, or a related field.
  • 2+ years of direct experience within the Multi-Family Property Management industry, demonstrating knowledge of industry-specific software, strong relationship-building abilities, and an overall understanding of industry operations.
  • Highly organized and adept at managing a large book of business, including numerous client contacts, simultaneous projects, and various conversations.
  • Proven performance in hitting monthly benchmarks & metrics in previous positions.
  • Highly coachable, self-starter, with a growth mindset.
  • Demonstrated ability to create great customer experiences.
  • Ability to navigate complex relationships to accelerate product adoption, expansion, and seek opportunities for growth.

Application Instructions

Not specified.

Skills

Customer Relationship Management
Account Management
Upselling
Customer Feedback
Renewal Process
Customer Advocacy
Personalized Customer Support

Routable

Automates business payments and invoicing

About Routable

Routable automates business payments for enterprise and mid-market clients, streamlining accounts payable and receivable processes. The platform manages the entire payment lifecycle, including invoice processing, payment scheduling, and real-time payouts. By using Optical Character Recognition (OCR) technology, Routable can scan invoices and create payables, significantly reducing processing time by 60%. The company generates revenue through subscription fees for its platform and transaction fees for processed payments, partnering with banks to ensure secure fund transfers. Routable prioritizes security with a dedicated team monitoring systems for vulnerabilities, which helps build trust with clients. The company fosters a culture of empathy and inclusiveness, focusing on strong customer relationships and exceptional support.

San Francisco, CaliforniaHeadquarters
2017Year Founded
$44.8MTotal Funding
SERIES_BCompany Stage
Fintech, Financial ServicesIndustries
51-200Employees

Benefits

🏥 Great Health, Dental & Vision Insurance
💲 Competitive salary
📈 Stock options
💰 401k
💸 Work from Home stipend
🚀 We're a remote team
🏝 Flexible vacation policy

Risks

Increased competition from Flexport's digital freight platform pressures Routable to enhance offerings.
Boost Payment Solutions' partnership may attract clients away from Routable.
Rising digital payment fraud tactics necessitate continuous enhancement of fraud prevention measures.

Differentiation

Routable automates the entire payment lifecycle, reducing manual work significantly.
The platform uses OCR technology, cutting invoice processing time by 60%.
Routable partners with banks to ensure secure fund transfers.

Upsides

Partnership with Convera expands Routable's global payment capabilities.
Growing AP automation trend in logistics offers expansion opportunities for Routable.
Routable's real-time payment solutions align with gig economy demands.

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