Customer Success Manager

Job description

**Who we are** Findigs is on a mission to make renting work for all of us. Renting is one of life’s most critical experiences, yet the process is often slow, opaque, and unfair. We’re changing that by building the first end-to-end platform that turns complex screening into a seamless, high-trust experience for both property managers and renters. We’re growing fast – fueled by $78M in funding from the investors behind companies like Affirm, Gusto, and Uber. With a data-backed product that allows our customers to make smarter, more predictable decisions, and a team dedicated to transparency and precision, we’re not just improving the rental process; we’re setting the new standard for the entire industry. We’re aiming to double our impact this year, and we need builders, thinkers, and problem-solvers to help us scale. If you’re ready to modernize one of the most essential industries, we’d love for you to be a part of it. ### **The Team** The core function of the Customer Success team is to ensure our clients have a seamless experience and get the most out of the Findigs platform. We are the voice of the customer internally, and the face of Findigs externally. Beyond day-to-day support, our team’s insights are the foundation for customer retention, product strategy, and long-term growth. This role will touch all parts of the customer lifecycle and collaborate closely with our Product, Engineering, and Sales teams to build a best-in-class customer experience. ### **The Role** We're looking for a Customer Success Manager to own the post-sale relationship for a portfolio of accounts. As a CSM at Findigs, you will drive platform adoption, demonstrate ongoing value, and build durable relationships across a book of business, balancing high-touch problem-solving on key accounts with efficient, AI-enabled repeatable processes across the broader portfolio. We’d love to hear from candidates who can stay organized, take initiative, and manage multiple accounts without losing sight of what matters most, as well as communicate clearly, earn client trust early, and know when to take ownership versus when to bring in the right support. This is a high-impact role in one of Findigs’ fastest-growing areas, with strong opportunities to grow alongside the business. *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. ### Where you will make an impact: - 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. ### We’d love to hear from you if you have: - 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. - 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. - 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. - 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 ### What we offer: - **Location:** We operate on a hybrid schedule (3-4x times in-office per week), with in-office days at our newly renovated NoHo office. - **Mission-Driven Culture:** A collaborative, high-impact workplace where we challenge each other to grow, innovate, and drive meaningful change. - **Competitive Compensation:** Competitive OTE + Pre-IPO equity. - **Generous Time Off:** We trust our team to manage their own time and workload. That's why we offer a flexible Paid Time Off (PTO) policy, allowing you to take the time you need to rest and recharge. We also observe all company holidays. - **Wellness Perks:** Health benefits, 401(k) matching up to 4%, monthly gym stipend, and lunch provided every day.