Customer Success Manager (Emerging Accounts)

Customer Success Manager (Emerging Accounts)

Location: Remote

Commercial Real Estate (“CRE”) is one of the world’s largest asset classes plagued with poor quality data and archaic tools. And because the valuable private building data is trapped in a complex and rapidly evolving IT ecosystem, even the most sophisticated owners/operators and creditors struggle to use data to their competitive advantage. 

Founded in 2018, Prophia is the only company that has designed and built a machine learning driven data management platform that helps commercial real estate organizations drive the financial performance of their assets. We are a Series A stage company, having raised over $15m of venture capital to date to deliver trusted data to our customers, providing them with more time, insights, and risk management. We operate as a distributed team, with most employees based in the San Francisco Bay Area and Seattle and additional employees located across the country.

About the Role:

As critical members of our customer-facing teams, Customer Success Managers are responsible for ensuring that CRE professionals of various personas achieve their goals and desired outcomes through the Prophia product. They are dedicated to retaining, nurturing and growing existing accounts. This particular CSM will be responsible for the company’s “emerging” accounts which require both individualized account management as well as scalable processes and communication strategies. 

Primary Responsibilities:

• Provide dedicated support to a book of business of emerging accounts (small-to-mid sized companies)
• Develop scalable playbooks, templates and automated touchpoints to manage a high volume of accounts efficiently 
• Lead both individual and group product trainings for new users to ensure early adoption
• Manage renewal conversations and processes to ensure low customer churn
• Monitor usage metrics and leverage data to improve communication and processes for this specific segment of accounts 
• Have a strong understanding of the Prophia platform and leverage this knowledge to answer inbound user questions 
• Be the voice of the customer and convey feedback to the product team

Qualifications:

• 3-5 years of experience in a customer-facing role
• Excellent verbal and written communication in various formats 
• Passion for solving complex and sometimes ambiguous problems
• History of improving processes to enhance customer experience
• Familiarity with commercial leases and owner/operator groups is a strong plus 
• Has experience in a fast-paced startup (less than 100 employees) or ability to excel in a high impact, high ambiguity startup environment in a role that is ever evolving
• Bachelor’s degree or equivalent professional experience  

Do you have an entrepreneurial spirit and have an interest in being on the ground floor with a company taking on a huge market opportunity? This is a chance to have an impact on one of the world’s largest markets and help establish Prophia as an industry leader and introduce machine intelligence/AI and unique insights to this market. 

Compensation for this role is comprised of an annual salary ranging between $100-120k + variable as well as equity and benefits. Actual compensation is based on factors such as the candidate's skills, qualifications and experience. 

Next steps:

If you think we may be a good fit for each other, we encourage you to apply! We will get back to you within a week. If we move forward, here is our typical interview process.

1. A 30 minute phone call with a member of Prophia’s People Team to understand your high-level background and to discuss logistics and expectations.
2. A 45 minute video call with the hiring manager for the role to dig deeper into your background, relevant skills and early stage startup and/or CRE experience.
3. A virtual onsite interview round! This stage includes 4-5 interviews with other members of the team focused on Prophia’s company values and how you would demonstrate them if you were to join the organization.

We Offer:

• Competitive salary and equity compensation
• Freedom to customize your work and technology set-up as you see fit; flexibility of location
• Comprehensive health, dental and vision care for you and your dependents
• Flexible time off policy and paid holidays
• $150 monthly wellness stipend
• Retirement plan (401K)
• Generous paid family, medical and bereavement leave policies
• Employee referral bonuses to encourage the addition of great new people to the team
• An amazing team and work environment

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Prophia is an Equal Opportunity Employer. 

All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Applicants must be authorized to work in the US. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.