Customer Success Manager

WHO WE ARE

Equiem is a leading global SaaS Proptech company revolutionising the real estate industry. We empower property professionals with innovative solutions that streamline their workflows, enhance customer experiences, and drive business growth. Our cutting-edge technology has transformed how landlords digitise their buildings and makes them exciting, productive, and vibrant places to work.

Equiem started with two employees and one building in 2011. Today, we have 100+ staff, and our app lives in 800+ buildings worldwide, including many of the world’s most recognisable skyscrapers and campuses.

THE ROLE

We seek an experienced and dynamic Customer Success Manager (CSM) to join our US-based team. We are open to our newest CSM residing in Georgia, Massachusetts, New Jersey, New York, or Pennsylvania.  

As a CSM at Equiem, you will play a pivotal role in ensuring our customers maximise the value of our Proptech solutions. You will work closely with our diverse portfolio of clients, helping them achieve their business objectives and forging strong, long-lasting relationships.

Where you’ll spend your time

• Client Launch: Support new client launches, ensuring a great first experience using Equiem's products and high initial registrations and user engagement.
• Account Management: Develop and maintain relationships with a portfolio of key clients, understanding their unique needs and business objectives and working closely with them to unlock the full potential of our products.
• Product Expertise: Become an expert on our Proptech solutions and guide clients in utilising these tools effectively, translating their needs into actionable solutions.
• Client Training: Provide clients with training sessions and workshops, both in person and virtually, to ensure they are proficient in using our products and can independently leverage the full suite of features.
• Proactive Support: Monitor client usage, analyse product adoption data, and proactively identify opportunities to enhance their experience and drive ongoing value.
• Escalation Point: Act as an escalation contact to clients and coordinate cross-functional teams to resolve issues promptly where necessary.
• Renewal and Upselling: Collaborate with Account Managers to ensure client renewals and identify upselling opportunities to expand product adoption.

Requirements

WHO WE'RE LOOKING FOR

Like this role, you are one of a kind. Personable, respectful and professional, you love planning, organizing, and creating engaging experiences for people and a desire to improve their day. You are organized (yes, we’ve deliberately said this twice - that’s how important it is!), think ahead, and have a positive, …