Customer Success Manager

Parkade's mission is to reshape cities and combat climate change by creating a world with far less parking. We're already transforming parking at hundreds of buildings around the globe. Our customers love Parkade, and investors do too — having just funded our Series A. We're now ready to get Parkade into every apartment, condo and office building and to do that, we need you.

Our customers love Parkade. Only four customers out of hundreds have ever churned. However, we want to do a better job of proactively forming relationships with new partners, ensuring they're hitting their goals and better marketing their success to our other current and future customers.

To support our rapid growth, we're hiring our first Customer Success Manager, who will play a key role in strengthening and expanding our customer relationships.

The role

• Develop deep relationships with our customers and serve as their main point of contact, especially for our largest and most strategic partners.
• You’re more than a coin-operated customer success manager who holds renewal conversations when a system tells you to do so. You have the skills to dive into our data, monitor important support tickets and lean on other teams to figure which customers need help the most.
• Spend hours per week on calls with customers or even visiting them in person, ranging from our largest and most successful to our newest and most challenged, to deeply understand their needs.
• Ensure customers are meeting their goals and remaining extremely satisfied with Parkade, proactively working with both customers and the rest of our team to make that happen. You are the voice and the advocate of the customer within Parkade.
• Provide exceptional customer service, addressing any issues or concerns promptly and effectively.
• Identify and pursue opportunities for upselling, cross-selling and referrals, collaborating with the sales team to drive revenue growth.
• Dive into the weeds — be it a spreadsheet, blog post or customer success issue — as needed.
• Over time, go from taking direction on the above tasks to defining your own role and the customer success strategy for Parkade.
  
  

Requirements

• At least 3+ years of customer-success or account management experience.
• At least 2+ years of experience at a B2B technology company that leveraged software or hardware to delight customers.
• Willing to travel to see customers, around the United States, at least a few days per month.
  
  

Must-have Skills

• Resourceful. You know how to figure things out. Whether it's a technology problem or writer's block, you can figure out a solution with minimal help.
• Hustle. You thrive in startups and would get bored working just a couple of days at a large organization, government or a non-profit. You move fast, and work hard. You can take on a lot.
• Communication. Your communication skills are top-notch. You can write fast, clearly, and with impeccable grammar that makes your written communication shine. You have a high EQ, and are able to clearly communicate with your colleagues.
• Excellent writing. From gerunds to oxford commas, your writing is well crafted, impeccable and grammatically perfect. Your emails to customers should be as perfect as your blog posts about our customers.
• Analytical. You can read and even create charts, notice trends, help prepare dashboards for customers and you're a pro with spreadsheets. You can turn those things into a full-fledged plan too.
  
  

Bonus points

• You’ve worked with Salesforce or a similar CRM to track customer engagement.
• You don’t mind some travel when it’s critical to your team and your customers’ success.
• You’ve worked closely with marketing to develop case studies in the past.
  
  

Benefits

• An equity stake in Parkade, to reflect the company owner mindset you’ll have
• Competitive compensation that includes a strong base comp, and a significant stake in Parkade's success
• Medical, dental and vision insurance to ensure all your bases are covered for you and your family
• Slew of smaller benefits like 401k, dependant care FSAs, pre-tax commuter/parking benefits and more
• Great culture embodied in our small, high-caliber team of mission-driven doers
• Flexible PTO to give our employees a little extra R&R when they need it
  
  

Location

Ideally, you're located in California — and if you're in the San Francisco Bay Area, ideally you’re interested in working frequently in our San Francisco office. We are also open to stellar remote candidates throughout the United States, though the closer to SF the better.

Compensation Range: $110K - $130K