Director of Customer Success | Housing at EliseAI

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Housing, Real EstateIndustries

Requirements

Experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup
3+ years experience managing a customer success team
A track record in managing risk, forecasting, and identifying growth opportunities
Skilled in navigating cross-functional relationships within a high-growth SaaS environment
Excellent written and verbal communication skills
Strong sense of ownership and eagerness to build and define the customer success function
Ability to communicate candid, constructive feedback with your team
Strong customer-facing and presentation skills with the ability to establish credibility with executives
Willingness to work in person at our office 4-5 days a week

Responsibilities

Maintain and support a high performing team of CSMs by providing ongoing coaching and training, and working with each IC to identify and achieve professional development goals
Partner with HR and other leaders to recruit strong mid-market and enterprise CSMs and scale the team as the company grows
Work closely with CSMs to understand customer challenges and pain points, and identify what their goals are for implementing EliseAI throughout their real estate portfolios
Own the success of customers, including onboarding, product adoption and retention
Strategize with our CRO to build, own, and execute account plans
Lead a weekly metrics review to identify opportunities to improve performance
Collaborate with product and engineering to spearhead adoption of new products and features
Support our scaling by building out onboarding and enablement programs for new CSM hires
Proactively identify churn risks and build and execute on playbooks based on learnings
Help clients understand the ROI that EliseAI provides and help them communicate that value internally within their own organizations
Partner with CSMs to drive upsell opportunities for the sales team
Partner with content and design to create training and online webinars to educate all client stakeholders on how to successfully use our solutions
Surface client feedback and ideas to the product and engineering teams for potential new features

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipCSM CoachingOnboardingProduct AdoptionCustomer RetentionChurn PreventionAccount PlanningMetrics ReviewC-Suite CommunicationRecruitingEnterprise Sales

Questions & Answers

Common questions about this position

What is the salary for the Director of Customer Success role?

This information is not specified in the job description.

Is this position remote or onsite?

The position is onsite.

What experience is required for this role?

Candidates need experience building a customer success organization in a high growth environment, ideally at a B2B SaaS startup, 3+ years managing a customer success team, and a track record in managing risk, forecasting, and identifying growth opportunities.

What is the company culture like at EliseAI?

EliseAI focuses on high-impact work in housing and healthcare, seeks driven individuals excited to work hard on meaningful problems, and emphasizes a driven team environment.

What makes a strong candidate for this Director of Customer Success position?

Strong candidates have experience building and managing customer success teams in high-growth B2B SaaS startups, excellent communication skills, a strong sense of ownership, and the ability to navigate cross-functional relationships and provide candid feedback.

EliseAI

Conversational AI solutions for businesses

About EliseAI

EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.

New York City, New YorkHeadquarters

2017Year Founded

$138MTotal Funding

SERIES_DCompany Stage

Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries

201-500Employees

Benefits

Equity in the company in the form of stock options

Medical, Dental and Vision premiums covered at 100%

Fully paid parental leave

Commuter benefits

401k benefits

Monthly fitness stipend

Fun company social events through our Elise and the City program

Unlimited vacation and paid holidays

Risks

Increased competition from companies like Colleen AI and Funnel may erode market share.

Expansion into healthcare faces challenges due to regulatory requirements and integration issues.

Reliance on proprietary technology poses risks if competitors develop superior solutions.

Differentiation

EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.

The platform handles 50% of tour appointments, with 27% scheduled after business hours.

EliseAI supports multiple languages, enhancing its utility in diverse markets.

Upsides

EliseAI's Series D funding of $75M boosts its market expansion and product development.

The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.

Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.

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