Senior Director of Customer Success

Job description

Doorkee is the all-in-one rental platform that rewards Departing Tenants, Apartment Seekers and Landlords to work together so that moving is less expensive, more transparent and entirely rewarding. We believe that if you have to move, it should feel good. *GREAT

Off the heels of a successful beta launch, we are eager to welcome the right Senior Director of Customer Success to our NYC-based team. We’re looking for a leader who will own team strategy while still willing to get their hands dirty and do the hard work alongside their team. Your main goal is to make Leasing Staffs of our key accounts love using Doorkee. You balance tact, empathy, and persuasiveness to steer Leasing Staffs from onboarding, through launch and onward. That includes collaborating with Product and Engineering to help guide the technical infrastructure buildout to turn a high-volume, medium-touch operation into a low-touch, eminently scalable solution.

In return, every Monday morning you’ll get to catch up over Brooklyn Bagels, and on Friday afternoon we’ll celebrate wins over drinks and board game tourneys with a team that has an incredible amount of camaraderie and determination. We want someone who is motivated to be a foundational member of a fast growing PropTech startup. Join us!

In this job, you will:

• Give Landlords and Leasing Staffs of our key accounts white glove service by ensuring Doorkee’s onboarding and launch are seamless and painless.

• Oversee the creation of scalable solutions to evolve our system from medium-touch to low-touch.

• Leverage empathy, strategic decision making, and various communication strategies and events, to educate, guide, and delight customers throughout the Doorkee process.

• Hone our systemic processes to stay organized and proactive, but also be able troubleshoot issues on the fly, to keep our key accounts satisfied.

• Collaborate regularly across the Doorkee team (product, engineering, sales, marketing, ops).

• Get everyone you come in contact with excited about the Doorkee model and eager to use our platform.

Benefits:

• Equity package at the ground floor of a recently funded startup

• Comprehensive Medical and Dental benefits through a PEO (individual premium covered at 100%)

Job requirements

You’ll be a great fit for this role if:

• You love teaching, connecting with others, and guiding them through a new process

• Prioritization, organization, and process are second-nature

• You’re motivated by ambitious targets to hit personally and as a team

• You spot improvement opportunities in processes and customer experiences and own their solutions

• You believe the future of the residential apartment rentals doesn’t include a broker

• You thrive wearing multiple hats and can keep a lot of balls in the air