Customer Success Manager at Latch

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Renting a home is the world's oldest subscription service. People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired. Latch is working to make every building better, and while we've methodically executed this mission since our founding with great success, we're just getting started.

Leveraging our knowledge from companies like Apple, BCG, and IDEO, we’ve rethought how people interact with space. Latch delivers a full-building operating system designed to help owners, residents, and third parties like guests, couriers, and service providers, seamlessly experience the modern building. We’ve done this by combining software, devices, and services into a holistic platform that makes spaces more efficient, enjoyable, and profitable.

The next chapter of the Latch story will be our most exciting yet, and we’re looking for more talented team members to help fuel our growth.

Latch is seeking a​ Customer Success Manager​ to join the Operations team. As a Customer Success Manager at Latch, you’re directly responsible for owning and cultivating strong relationships with various external and internal stakeholders. You will act as the voice of the customer, and help drive the entire customer lifecycle, specifically— facilitating a successful customer journey from purchase order to end-user engagement, and ensuring contract renewals and upsells.

Responsibilities:

  • Oversee the journey of new and existing accounts, and ensure successful implementation and overall positive experience
  • Manage day-to-day communications with a medium book of business
  • Effectively communicate with accounts and resolve issues, both big and small, in a timely and comprehensive manner
  • Meet or exceed quota by conducting Annual Business Reviews and driving software contract renewals while identifying future sales opportunities
  • Identify process improvements, and help the entire team create and implement new procedures
  • Help product and engineering teams deliver new features using customer feedback and findings from the field. Report findings to executive leadership team monthly

Qualifications:

  • 3+ years of Customer Success experience in a SaaS company required (Bonus if it was both hardware + software, or real estate)
  • Salesforce, Netsuite, Looker, and Gainsight experience a plus
  • Experience working with high-profile accounts and advising on overall support needs and statuses
  • Problem-solver who understands how to work with a variety of stakeholders throughout the Customer Journey
  • Confident working with data and data tools. An ability to quickly analyze data to tell a story and identify areas for operational improvement
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different stakeholders
  • Comfortable giving presentations to small-medium groups
  • A self-starter that anticipates requests and can quickly pivot between tasks
  • Strong organizational skills, detail-obsessed, lists on top of lists. Works smarter not harder
  • Outstanding problem-solving skills, taking a consultative approach to find the best solution
  • High level of intuition and the ability to prioritize tasks independently
  • Seasoned interviewer with an eye for talent and development that can help take our team to the next level
  • Proven success in highly cross-functional environments with varying degrees of ambiguity
  • A good human being with a can-do attitude and a great sense of humor

Founded in 2014, Latch now has 300+ team members working to make spaces better places to live, work, and visit. Over half of our team members work in product development roles, and our team leverages established expertise in over 55 professional disciplines.

We offer unlimited Paid Time Off, a comprehensive benefits package, mental health support, and an environment where employees are surrounded by creative, empowered, and dynamic peers.

In conjunction with our ​core values​: Contagious Determination, Humility, Trust, Inclusion, Action with Intent, and Privacy, we approach our work with care and a sense of duty, to make the world a better space.

We embrace diversity and strive to create an inclusive and equitable environment for all.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • TypescriptLanguages
    • HTMLLanguages
    • ReactLibraries
    • AngularLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MixpanelAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • SolidWorksDesign
    • ConfluenceManagement
    • JIRAManagement
    • WrikeManagement
    • SlackManagement
    • SalesforceCRM
    • NetsuiteCRM
    • GmailEmail
    • MarketoLead Gen

Location

We are located just a quick walk from both Hudson Yards and Penn Station in New York City.

What are Latch Perks + Benefits

Latch Benefits Overview

We are a team of just over 200 employees, all of whom are passionate self starters with unique backgrounds and unexpected stories. We offer unlimited time off, a competitive health package, and the opportunity to work in a creative, dynamic, and fast-paced office environment.

Culture
Volunteer in local community
Latch participates in local volunteer activities to connect with our community. Past events have included urban farming, canning and composting, and holiday sock drives.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Latch boasts employee-run committees such the Mental Wellness Committee, Committee to Combat Systemic Racism, and Latch Ladies. More committees always in the works!
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for the primary caretaker. Latch also provides 16 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Latch employees receive unlimited flex PTO and sick days.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Latch hosts company outings Semi-annually.
Game Room
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Latch offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Latch hosts lunch and learn meetings once per quarter.
Promote from within
Mentorship program
Time allotted for learning
Customized development tracks
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