Senior Customer Success Manager – Onboarding Specialist

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Placer.ai

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2016

🏠 Real Estate

🛒 Retail

🏢 Enterprise

Real Estate • Retail • Enterprise

Placer. ai is a location analytics company that provides businesses with insights into foot traffic and consumer behavior based on physical world location data. Their platform utilizes location information to help retail, real estate, and city planning industries make informed decisions. The company leverages big data and advanced analytics to transform location data into actionable intelligence, driving improvements in marketing effectiveness, site selection, and operational efficiency.

📋 Description

• Own the onboarding process from when a Customer is signed on to when they complete their first use case. • Manage a portfolio of concurrent onboarding accounts across the mid-market accounts, prioritizing effectively across competing timelines. • Host kickoff calls, use case workshops, and training sessions to drive adoption of the platform to support the customer’s key use case. • Partner closely with cross-functional teams — Sales/AEs (on handoff), Support, Product, and the Account/Customer Success Managers who own the long-term relationship — to ensure a seamless transition. • Ensure the customer is set up for long-term success with Placer by ensuring they have all the resources needed and Placer’s systems are up to date. • Help build out a repository of curriculum to support the key use cases requested by our customers • Success in role will be determined by # of kickoff calls that were within 2 weeks of starting, % of customers onboarded in 90 days, number of working sessions achieved, documented use case wins, and CSAT of onboarding experience.

🎯 Requirements

• Experience onboarding customers in a SaaS platform in a remote environment • Empathetic listener and can help identify tangible goals for each customer • Ability to handle a fast-paced environment with competing priorities • Excellent attention to detail and organizational skills • Entrepreneurial spirit, a self-starter, who is internally driven to make an impact on both the customer and a growth-directed organization • Experience working with cross-functional teams and projects • 4+ years of customer success experience • Demonstrated experience in presenting complex data in understandable ways to address customers' business questions • Demonstrated experience using analytical tools to measure performance, determine improvements and innovations, and make adjustments accordingly • BA/BS degree

🏖️ Benefits

• Medical, dental, and vision coverage • Flexible time off • 401K • Equity awards for certain roles