Director, Inside Partner Success

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $105k - $115k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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TheGuarantors

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏠 Real Estate

🛡️ Insurance

💳 Fintech

💰 $50M Series C on 2022-04

Real Estate • Insurance • Fintech

TheGuarantors is a company that provides innovative solutions to help individuals qualify for rentals while offering protection to property owners and operators against defaults. They act as a guarantor for renters who might otherwise not qualify for a rental, such as recent graduates, freelancers, self-employed individuals, and international residents. Their services include rent coverage, deposit coverage, and renters insurance, all of which aim to make homes more accessible and secure. TheGuarantors operate as a licensed insurance agent and broker, helping to fill properties with minimal risk and improve financial and operational performance for property managers. The company has established itself as a trusted partner in the rental industry, bringing value to both renters and owners.

📋 Description

• Lead and manage the Inside Partner Success team • Oversee operational support and service standards for all contracted clients • Manage team performance against SLAs and KPIs, including ticket resolution speed and NPS • Meet ticket resolution volume goals • Mentor and coach associates through virtual and in-person professional development sessions • Ensure cross-functional collaboration and ticket escalation processes for complex partner needs • Develop and oversee recurring group retraining programs • Set and maintain standards for partner retraining coordination, scheduling consistency, and handoff quality • Maintain CRM hygiene within HubSpot and Zendesk • Manage, adjust, and expand existing business accurately and consistently • Analyze and maintain client performance and feedback data • Partner with Account Management and the broader GTM team to support high program usage • Communicate updates, risks, blockers, and recommendations proactively • Identify improvements to training materials, client communication, and user engagement strategy • Use data, judgment, and business context to inform decisions and recommendations • Manage assigned work independently and deliver on commitments, deadlines, and deliverables • Ensure compliance with applicable policies, procedures, standards, and regulatory requirements • Perform other role-related responsibilities as assigned

🎯 Requirements

• 5+ years of experience in B2B2C Customer Success, including 2+ years of direct team management experience • Proficiency overseeing HubSpot, Zendesk, Google Suite, and video conferencing tools • Strong understanding of inbound and outbound customer success operations, SLA management, ticket triage and escalation design, and team performance frameworks • Ability to manage client-facing, training, or account management roles • Ability to partner with GTM, Outbound Partner Success, Customer Success, and Marketing teams • Ability to deliver high-quality work in a dynamic business environment • Bachelor’s degree in Business, Finance, English Literature, Communications, Psychology, or equivalent practical experience • Experience working in a regulated, client-facing environment preferred • Experience using PowerBI, ZoomInfo, Monday.com, Enable.Us or similar data room tools, Gong, and ALN preferred • Exposure to commercial multifamily real estate, proptech, or insurance preferred • Prior experience in commercial multifamily real estate, consumer credit, lending, or B2B SaaS preferred • 2+ years in the multifamily industry preferred

🏖️ Benefits

• Opportunities to make an impact within a fast growing company • Medical, dental, & vision insurance, beginning day one • Health savings account with employer contribution • Flexible spending accounts (healthcare, dependent care, commuter) • 401(k) • Generous PTO and paid holidays • In-office lunch Perk • Flexible working hours • Paid parental leave • Company sponsored short and long term disability