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    Customer Success Lead - Los Angeles, United States - Two Dots Inc

    Two Dots Inc
    Two Dots Inc Los Angeles, United States

    1 week ago

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    Description
    [Full Time] Customer Success Lead at Two Dots (United States) | BEAMSTART Jobs

    Customer Success Lead

    Two Dots United States
    Date Posted
    02 Aug, 2023
    Work Location
    Los Angeles, CA, United States
    Salary Offered
    $95000 — $165000 yearly
    Job Type
    Full Time
    Experience Required
    3+ years
    Remote Work
    No
    Stock Options
    No
    Vacancies
    1 available
    We are seeking a driven and customer-focused Customer Success Lead to join our team at Two Dots.

    The successful candidate will be responsible for expanding and leading a team primarily focused on providing outstanding support to our customers in the residential property management industry.

    This role is critical in ensuring customer satisfaction, product adoption, and ultimately, customer expansion to new properties.
    Responsibilities

    Lead and Mentor:
    Provide leadership, coaching, and mentorship to a team of Customer Success Associates focused on support functions

    Customer Support:
    Ensure that customer queries and issues are efficiently resolved, and oversee the team in delivering high-quality support

    Performance Monitoring:
    Monitor and analyze team performance metrics, and develop strategies for improvement

    Customer Retention and Expansion:
    Identify risks and collaborate with the team to establish plans for customer retention and most importantly, expansion to more properties

    Customer Feedback:
    Collect customer feedback regarding the product and support services, and collaborate with product development teams to drive product enhancements

    Escalation Management:
    Address escalated customer support issues and collaborate with relevant teams for prompt resolution

    Training and Development:
    Develop and execute training programs for the customer success team to ensure they are proficient in our products and support processes

    Cross-functional Collaboration:
    Work closely with other departments such as sales and engineering to meet customer needs

    Knowledge Base Building and Maintenance:
    Ensure that the support knowledge base is up-to-date and provide insights for content improvement

    Reporting:
    Regularly report to senior management on team performance, customer feedback, retention, and expansion metrics.
    Qualifications
    3+ years of experience in customer success or support roles, with at least 1 year in a leadership position.
    Strong understanding of B2B software.
    Exceptional communication and interpersonal skills.
    Proven ability to lead and mentor a team.
    Strong analytical and problem-solving skills.
    Experience working with customer support tools and software.
    Ability to manage multiple priorities in a fast-paced environment.
    Prior experience in multifamily property management is a 'nice to have' but not required.

    Other Information:
    Onsite Position in Santa Monica, CACompensation: $95,000 - $165,000 a yearequity grant in RSUs of between .1% and .2% of current shares
    About Two Dots

    Income verification and fraud prevention

    Company Size:

    • 10 People
    Year Founded:

    2022


    Country:
    United States


    Company Status:
    Actively Hiring

    Looking for Partners

    Looking for Clients

    Raising Funds

    Share This Job
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