Equiem · 11 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid LevelEquiem is the world's leading end-to-end tenant engagement platform for commercial real estate, founded in Melbourne, Australia. The Customer Success Manager will own a portfolio of customers in North America, guiding them from onboarding through long-term value realization while driving adoption, retention, and expansion.
Building MaterialCommercial Real EstateProperty ManagementReal EstateRetail Technology
Responsibilities
Lead seamless onboarding: Guide customers through onboarding, including end-user launch, ensuring early adoption and value realisation
Maintain customer health: Proactively monitor engagement, adoption, and satisfaction throughout the lifecycle
Drive measurable outcomes for customers: Define, track, and deliver on success metrics via success plans and strategic business reviews that demonstrate tangible business value to the customer
Act as a strategic advisor: Align platform capabilities to customer objectives and success plans to help them achieve their objectives
Identify and execute feature upsells: Own opportunities to expand platform usage and unlock additional value for customers
Leverage data for strategic decisions: Use platform analytics and customer insights to identify opportunities, mitigate risks, and inform decisions that benefit the customer
Deliver impactful enablement: Design and run trainings and workshops that accelerate adoption and maximise the customer’s ability to achieve their objectives
Represent the voice of the customer: Gather insights and feedback to inform product strategy and internal decisions
Foster customer advocacy: Generate and share success stories and references that showcase the customer’s outcomes and value realised
Support Account Managers: Provide guidance, insights, and strategic input for renewals and site expansion
Qualification
Required
Proven track record of driving customer adoption, retention, and expansion
Experience in onboarding customers and ensuring early adoption
Ability to define, track, and deliver on success metrics
Experience in aligning platform capabilities to customer objectives
Ability to identify and execute feature upsells
Experience in designing and running trainings and workshops
Ability to gather insights and feedback to inform product strategy
Experience in generating and sharing success stories and references
Ability to provide guidance and insights for renewals and site expansion
Preferred
Experience in customer success or account management in a SaaS environment
Strong analytical skills and experience using data to drive decisions
Excellent communication and interpersonal skills
Ability to work independently and manage multiple priorities
Experience with customer engagement platforms or tools
Benefits
401(k) savings plan
Medical insurance
An extra ‘wellbeing day’ off each year to take care of yourself
Option to purchase extra vacation days after 12 months of service
Company
Equiem
Equiem provides technology and services that vastly improves how building managers engage with property and the people who occupy them.
Founded in 2011
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$20.5MKey Investors
LPC VenturesGrollo Group
2022-01-01Series Unknown
2021-07-07Corporate Round
2019-08-15Series Unknown· $8.4M
Leadership Team
Gabrielle McMillan
CEO
Company data provided by crunchbase