Customer Success Manager

Location: Reston, VA

The Customer Success Manager (CSM) will play a pivotal role in ensuring the ongoing success and adoption of our customer base through proactive and ongoing engagement. The CSM will manage a portfolio of customers as the primary customer point-of-contact post-sale with the goal of increasing product usage and adoption. The CSM organization at LeaseAccelerator is pivotal to demonstrating the commitment of LeaseAccelerator to the long-term success of our customers, with the goal of making all our customers referenceable. Hence, we constantly look to create programs to add value and, where needed, function in an advisory capacity to help our customers develop effective programs around lease management. The CSMs also function in the role of customer advocates and will work with other internal groups in order to meet customer needs in a timely manner – for example, working with product support and technology to ensure timely resolution and effective communication around escalated product issues.

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Job Responsibilities

  • Be responsible for the entire post-sale customer relationship with a defined book of accounts to create LeaseAccelerator advocates and long-term commitment and engagement in your assigned accounts. This will include:
    • Onboarding
    • Being the primary point of contact for customers
    • Relationship Management
    • Product Education (coordination of internal education resources)
    • Renewal responsibility, including execution of the renewal agreement itself
    • Driving adoption and engagement by understanding the customer lifecycle and needs and developing strategies to help them achieve the most value from the system
    • Responsibility for coordinating upsell related activities and managing the upsell to close, in concert with other LeaseAccelerator internal groups
    • Conducting regular business reviews with managed accounts
  • Develop strong technical knowledge over all aspects of the LeaseAccelerator platform
  • Execute programs to ensure awareness and monitoring of the customer’s adoption of LeaseAccelerator, their value realization, and overall satisfaction with the platform
  • Provide feedback loop and liaise with product management and engineering to provide client feedback and solutions into future releases and provide timely updates to customers
  • Collaborate across all business functions in LeaseAccelerator to maximize customer satisfaction and resolve customer issues in a timely fashion
  • Craft customer onboarding assets, adapt existing assets, and work with cross-functional teams to refine the existing and build a new extraordinary onboarding experience
  • Identify and drive customer references and case studies

Key Qualifications

  • 4 year degree in MIS, accounting, or equivalent is preferred
  • 3-5 years of experience with leasing and knowledge of leasing processes and practices is strongly preferred. Similar experience with accounting may be considered, particularly candidates with a CPA
  • 3-5 years of experience in an account management, customer success management, or another relevant sales role, with a passion for developing strong customer relationships
  • Ability to demonstrate a strong grasp of SaaS success metrics and business model
  • Strong business acumen with the ability to analyze data to make sound decisions
  • Expert negotiation skills specifically with experience handling contract terms and conditions
  • Good emotional intelligence to be able to easily empathize and understand the customer’s requirements, putting customer needs first
  • Proactive and willing to improve on processes – creating feedback loops within internal groups of LAS to ensure the customer is constantly delighted by their customer experience
  • Demonstrated active problem solving
  • Excellent written communications skills
  • Familiar with account management process
  • Out of the box thinker and determined problem solver
  • Self-motivated and willing to take the initiative to drive process improvement
  • Service oriented and enjoys speaking with customers all day
  • Possesses an enthusiastic personality and fosters a positive work environment
  • Willing to travel up to 30% depending on location of customers
  • Moderate to advanced skill level using applications such as Microsoft Excel, Power Point, and Word.

Applicants must be authorized to work in United States

LeaseAccelerator Services, LLC, is an Equal Opportunity Employer (EOE). Qualified applicants are considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status.

About LeaseAccelerator

LeaseAccelerator is a high-growth Software-as-a-Service (SaaS) company based in Northern Virginia. Our mission is to help Fortune 500 companies navigate through one of the largest accounting changes ever: the new lease accounting standards. In the process, we are defining a new category of software that will become a critical component of the back-office operations in every major company around the world.