Remote | Full-Time
Senior Customer Success Representative
Starting at $70,000
At Repli, the Senior Customer Success Representative is responsible for acting as an elite member of the team, developing and managing client relationships that promote retention, growth, and loyalty. Expectations for you are high, this role encompasses all customer success activities related to retention, churn reduction, growth, resigns, and up-sells. The main goal of the Senior Customer Success Representative is to maximize customer lifetime value through their high level of performance and support to the rest of the Customer Success team.
In addition to the responsibilities of a Customer Success Representative, the Senior Customer Success Representative will take on additional responsibilities, including assisting their team to stay organized, follow processes routinely as they are documented and support in training efforts. This position reports to the Manager of the Customer Success Team.
This role will require travel to customer conferences, company training and events, a limited number of trade shows, partner events, and other relationship-building events.
Annual travel requirements = Up to 50% annual travel required (Up to 120 Days per year)
💣 responsibilities.
Primary Initiatives
- Customer Happiness & Positive Ongoing Customer Experience
- Customer Retention, Churn Reduction, Product Expansion & Gathering Customer Feedback
- Delivering consistently at a high level by following the Organization’s Customer Success Playbook
- Organization, Task Management, Checks & Balances, and Process Optimization
- Expectation to support our customers with the largest MRR/ARR at an elite level.
Responsibilities
- Utilize the CS playbook to establish clear Customer retention goals and process milestones for customers and our team to work toward
- Continuously seek innovative solutions by staying curious, questioning the status quo, and anticipating future needs to create value for our partners, teams, and ourselves.
- Work closely with Sales, Support, Accounting, Paid Media, Organic Media, and other Technical teams to ensure an exceptional customer experience and address any customer issues
- Efficiently manage your time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Collaborate with customers to ensure they find value in our services & provide feedback via surveys to ensure Executive leadership can understand the pulse of the customer.
- Foster transparency, intentionality, collaboration, and care to strengthen our team.
- Be an expert in Repli products, services and integrations.
- Be an educational resource to our customers on the use and benefits of our products , services & integrations.
🏴 required skills.
- Must have knowledge of or experience in managing digital marketing campaigns related to SEM, SEO & Social Media
- Highly dependable, self-starter, high energy, positive attitude with good organization, and time management skills
- Entrepreneurial spirit with a passion for knowledge and personal growth
- Ability to work effectively in a fast-paced, high energy, team-oriented environment
- Deep customer empathy
- Ability to have difficult conversations with customers
- Self-directed and proven ability to work independently
- Experience in SaaS industry a plus, not required
- Experience in Property Management industry a plus, not required
- Knowledge of HubSpot preferred
- Proven leadership skills and experience in team organization and process optimization
✊ education and experience.
- Bachelor’s degree and 2+ years of hands-on Digital Marketing experience in an agency environment
🔥 compensation & benefits.
Base Salary Range: Starting at $70,000
Annual Bonus Potential: Up to 10%
Eligible to participate in Profit Sharing Plan
Your number of shares are calculated based on Role & Number of years you have been with the company
Benefits:
- 401K Match Program
- Health Benefits
- Profit Sharing
- PTO
- Work from Home
- Mental Health Days
PTO:
- Vacation: 10 Days - given up-front on start date
- Floating Holiday: 2 Days
- Mental Health & Sick Days: 5 Days
- +5 Days of PTO granted each year, starting on your first anniversary
⚡️ about repli.
REPLI is a full-service property tech company that develops custom software solutions for multifamily organizations while also offering on-demand marketing services handled by our in-house agency team. Essentially a one-stop-shop for multifamily apartment marketing.
We’ve created an award-winning culture that you’d be proud to join. We’ve won Best and Brightest Places to Work in Atlanta, Best and Brightest Places in the Nation, 2021-2023 Best Places to Work Multifamily, and 2020 and 2023 NAA Best Places to Work.
REPLI is an equal opportunity employer to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, leaves of absence, compensation, and training.
