Enterprise Customer Success Manager

Who we are

Findigs is on a mission to make renting work for all of us: to support every path, and simplify the way forward. We’re making every aspect of renting fairer, stress-free, and more convenient by changing the fundamentals of renting.

Our digital rental application offers a safe and seamless way to apply and get approved for your next home. We specialize in developing software and services for property managers nationwide, empowering them to deliver exceptional service to renters, while evaluating applications with unmatched speed and precision.

The Team

The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally, and the face of Findigs externally. Beyond day-to-day support, our team’s insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience.

The Role

We are looking for an experienced Enterprise Customer Success Manager to serve as a strategic partner to our largest and most complex clients, while also supporting key mid-market accounts. This person will own the post-sale lifecycle for a portfolio of enterprise accounts, focusing on driving platform adoption, demonstrating value, and fostering long-term partnerships. The ideal candidate is a strategic problem-solver, a skilled relationship builder, and is comfortable navigating the complexities of large organizations. A high degree of ownership, a proactive approach, and the ability to influence key stakeholders are crucial. Fundamentally, this role is about building deep relationships and championing the success of our most strategic customers.

This position is NYC-based, with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area, we are also open to considering remote candidates on the East or West Coast.

• Serve as a strategic advisor and primary point of contact for a portfolio of enterprise and key mid-market clients, ensuring they achieve their business outcomes using the Findigs platform.
• Develop and execute strategic account plans that drive platform adoption, retention, and expansion opportunities within your portfolio.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs) with key client stakeholders to report on value, share insights, and align on future goals.
• Proactively monitor account health and product usage to identify and mitigate risks, while also uncovering opportunities for growth and expansion.
• Partner with Sales and Implementations to facilitate seamless handoffs from the sales cycle and collaborate on renewal and expansion strategies.
• Act as the voice of the customer, translating complex client feedback and requirements into actionable insights for our Product and Engineering teams.
• Contribute to scaling and refining our customer success practice by helping define playbooks, processes, and best practices for our enterprise segment.
• Navigate and resolve complex client escalations with a sense of urgency, collaborating with internal teams to ensure timely and effective resolution.
• Mentor and guide members of the Customer Success team, sharing your expertise in enterprise account management.

• 7 years of experience in a customer-facing role, with a strong focus on managing a portfolio of large, complex enterprise accounts in a B2B SaaS environment.
• Proven ability to build and maintain strategic relationships with senior executives and key stakeholders.A track record of driving product adoption, managing renewals, and identifying expansion opportunities within a client base.
• Exceptional presentation skills with the ability to communicate complex concepts clearly and concisely to diverse audiences.
• Deep understanding of customer success principles, methodologies, and best practices.
• Experience with CRM and customer success platforms (e.g., Salesforce, HubSpot, Gainsight).Strong analytical and problem-solving skills with the ability to navigate ambiguous, complex client situations.
• Willingness to embrace the unstructured, fast-paced environment of a high-growth startup.
• Strong communication skills including the ability to translate complex technical issues.

• Prior startup experience.
• Experience in Proptech or Fintech.

• Location: We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. 
• Mission-Driven Culture: A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
• Competitive Compensation: Competitive base salary Pre-IPO equity.
• Generous Time Off: We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays.
• Wellness Perks: Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.

Interviewing with Us

We're committed to making our interview process as effective and candidate-friendly as possible. We use a tool called Brighthire.ai to record our interviews so that our interviewers can focus entirely on the conversation and not get distracted by taking notes. Please note, if you move forward with the interview process, you'll always have the option to opt out of the recording.

We are an equal opportunity employer and as such all applicants will be considered based solely upon merit and directly relevant professional competencies. 

Salary : $145,000 - $175,000