Customer Success Manager

Summary

Findigs is building an end-to-end platform to make the rental process more seamless, transparent, and fair for property managers and renters. The Customer Success Manager will own post-sale relationships for a portfolio of accounts, driving platform adoption, demonstrating value, managing retention and expansion, and collaborating with Product, Engineering, and Sales to improve the customer experience.

Responsibilities

• Serve as the primary point of contact and trusted advisor for a portfolio of clients, helping them achieve their desired outcomes on the Findigs platform
• Bring a builder's mindset to AI and automation by proactively identifying where new AI tools or workflows could improve how you (and eventually the broader team) manage accounts at scale, and helping pilot them
• Actively manage NRR (not just GRR), identify and pursue expansion in partnership with sales, comfortably build a business case for upsell, and track revenue risk/opportunity in account plans
• Lead quarterly business reviews (QBRs) with client stakeholders to share usage insights,  business outcomes, demonstrate value, and align on goals for the upcoming quarter
• Proactively monitor account health and product usage, using dashboards and AI-driven alerts to catch at-risk signals early and get ahead of churn or expansion opportunities
• Build multi-threaded relationships across your accounts (ops, finance, leadership), understand each client's business model, and connect Findigs outcomes to client KPIs
• Collaborate with the broader Customer Success team on portfolio strategy, bringing account-level insight to help shape priorities and approach across your book of business
• Capture client feedback and channel it into product feedback loops, acting as a clear voice of the customer with Product and Engineering
• Contribute to evolving CS playbooks and processes, bringing ideas from your day-to-day account work as the mid-market segment scales

Skills

• *This position is NYC-based, with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area, we are also open to considering remote candidates in the United States.*
• Please note, we are unable to sponsor or take over sponsorship of an employment visa at this time
• - Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence, including with senior client stakeholders
• - Strong technical aptitude and the ability to learn new software quickly
• - Experience with CRMs (e.g., Salesforce, HubSpot) and/or customer support platforms (e.g., Zendesk, Intercom, Jira)
• - Strong problem-solving skills and the ability to manage a full portfolio of accounts independently, prioritizing effectively across competing needs
• - Comfort operating in the unstructured, fast-paced environment of a high-growth startup, with a proactive, builder mindset toward improving your own workflows
• - Bachelor's degree or equivalent practical experience
• - Experience in Proptech or Fintech
• - Strong AI proficiency; comfortable using AI tools to work more efficiently day-to-day (e.g., summarizing accounts, drafting materials, surfacing insights), with the ability to build simple automations or workflows considered a strong plus
• - 3+ years of experience in a customer-facing role (e.g., Customer Success, Account Management), preferably in B2B SaaS environment or consulting; experience with clients in proptech, and or experience managing business process design/outsourcing, or outsourced operations environments is a plus

Qualifications

Must Haves

• *This position is NYC-based, with an expectation of working from our New York office 3-4 days a week. While we have a strong preference for candidates in the NYC area, we are also open to considering remote candidates in the United States.*
• Please note, we are unable to sponsor or take over sponsorship of an employment visa at this time
• - Exceptional written and verbal communication skills, with a knack for clear, empathetic, and efficient correspondence, including with senior client stakeholders
• - Strong technical aptitude and the ability to learn new software quickly
• - Experience with CRMs (e.g., Salesforce, HubSpot) and/or customer support platforms (e.g., Zendesk, Intercom, Jira)
• - Strong problem-solving skills and the ability to manage a full portfolio of accounts independently, prioritizing effectively across competing needs
• - Comfort operating in the unstructured, fast-paced environment of a high-growth startup, with a proactive, builder mindset toward improving your own workflows
• - Bachelor's degree or equivalent practical experience

Nice to Haves

• - Experience in Proptech or Fintech
• - Strong AI proficiency; comfortable using AI tools to work more efficiently day-to-day (e.g., summarizing accounts, drafting materials, surfacing insights), with the ability to build simple automations or workflows considered a strong plus
• - 3+ years of experience in a customer-facing role (e.g., Customer Success, Account Management), preferably in B2B SaaS environment or consulting; experience with clients in proptech, and or experience managing business process design/outsourcing, or outsourced operations environments is a plus

Benefits

• Hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office.
• A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change.
• Pre-IPO equity.
• Flexible Paid Time Off (PTO) policy.
• All company holidays.
• Health benefits.
• 401(k) matching up to 4%.
• Monthly gym stipend.
• Lunch provided every day.