Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Venn

🔹 Location: New York, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Serving as the primary point of contact for clients.
• Driving adoption of the Venn platform.
• Ensuring effective execution of programs and campaigns.
• Collaborating with cross-functional teams to enhance client satisfaction and product utilization.

ASSUMPTION: The role requires a focus on communication and collaboration, leveraging a comprehensive understanding of the platform to provide high-level customer care and consultation. This assumption is based on the detailed description of client interaction and platform proficiency in the job listing.

📋 Key Responsibilities

✅ Engage newly launched property management teams to ensure adoption and increase product usage.

✅ Understand property management teams’ priorities and objectives, supporting them through Venn’s platform and initiatives.

✅ Track and report on user engagement internally and externally.

✅ Provide hands-on support and training resources to clients, encouraging their self-sufficiency in the platform.

✅ Solicit and respond to client feedback, tailoring and improving the partnership through data insights & creative initiatives.

✅ Navigate internal cross-functional departments and external stakeholders to achieve results effectively.

✅ Leverage strong analytical and project management skills to drive process and overall client satisfaction & retention.

ASSUMPTION: This role heavily focuses on continuous improvement and feedback integration to ensure client satisfaction. The assumption is that the individual will need strong interpersonal skills and adaptability to meet diverse client needs.

🎯 Required Qualifications

Education: Not specified.

Experience: 2 - 5 years of experience managing customer relationships in B2B SaaS companies.

Required Skills:

• Attention to detail and organizational skills.
• Effective communication skills, both written and verbal.
• Strong ability to prioritize across multiple projects.

Preferred Skills:

• Startup experience preferred.
• Prop tech experience is a plus.

ASSUMPTION: The emphasis on B2B SaaS experience suggests a need for familiarity with technical platforms and client management software. This assumption assumes an understanding of SaaS operations and customer dynamics.

💰 Compensation & Benefits

Salary Range: $85,000 - $105,000 annually, plus benefits and equity opportunities.

Benefits:

• Unlimited vacation days and 14 paid holidays.
• 401k plan with a company match.
• Stock options in the company.
• Comprehensive medical, dental, and vision insurance.
• Paid parental leave and wellness memberships.
• Weekly Doordash lunch budget and Citibike membership.

Working Hours: Standard 40 hours with potential flexibility based on role requirements.

ASSUMPTION: The competitive benefits suggest a strong company focus on employee well-being and retention, reflecting modern work environments with an emphasis on work-life balance and personal health support.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development within the PropTech space, focusing on enhancing resident experiences through technology.

Company Size: 101 employees, providing a balance of startup agility and the potential for personalized growth opportunities.

Founded: 2016, with a rapid growth trajectory and significant investment backing.

Company Description:

• Venn develops an AI-powered ecosystem for resident experience management.
• It integrates various services like rent payments and maintenance requests.
• The platform enhances efficiency for property teams, driving satisfaction and loyalty.

Company Specialties:

• Real Estate
• PropTech
• Resident Experience

Company Website: https://venn.city/

ASSUMPTION: Venn's position as a technology-driven company suggests a culture of innovation and a forward-thinking approach to building its product suite.

📊 Role Analysis

Career Level: Mid-level role requiring prior experience in a customer success or relationship management capacity.

Reporting Structure: The role likely reports to the Customer Success Director or Head of Customer Experience.

Work Arrangement: Hybrid model encouraging both in-office collaboration and remote flexibility.

Growth Opportunities:

• Expanding skill in customer relationship management within a tech platform.
• Potential advancement to senior roles or leadership in customer success.
• Networking with large real estate and property management clients.

ASSUMPTION: The hybrid work model offers flexibility, catering to personal work-life balance needs while maintaining essential in-office team interactions for collaborative tasks.

🌍 Location & Work Environment

Office Type: Cozy, professional environment at Venn's New York office location.

Office Location(s): New York headquarters, with additional global locations.

Geographic Context:

• Situated in the heart of New York, allowing easy access to a vibrant city life.
• Proximity to major transportation hubs.
• Diverse dining, cultural, and recreational options locally.

Work Schedule: Primarily office hours with potential flexibility in schedules.

ASSUMPTION: The assumption is an urban environment with access to significant lifestyle amenities, supporting a dynamic work-life balance.

💼 Interview & Application Insights

Typical Process:

• Initial phone or video interview with HR or a recruiter.
• Follow-up interviews with team leads or direct supervisors.
• Technical or role-specific assessments if applicable.

Key Assessment Areas:

• Communication and interpersonal skills.
• Problem-solving capabilities and adaptability.
• Understanding of B2B SaaS and cross-departmental collaboration.

Application Tips:

• Highlight relevant experience in B2B SaaS environments.
• Emphasize strong organizational and communication skills.
• Prepare to discuss examples of client relationship management success.

ATS Keywords: Customer Success, B2B SaaS, Client Engagement, Platform Adoption, New York.

ASSUMPTION: The interview process is structured to assess collaboration skills and client-facing experience, critical for this role.

🛠️ Tools & Technologies

• CRM systems
• Project management software
• Data analytics platforms

ASSUMPTION: Given the role's focus on client satisfaction and engagement, fluency in CRM and analytics tools is assumed to be essential.

👔 Cultural Fit Considerations

Company Values:

• Innovation and creativity in technology solutions.
• Empowerment through accountability and collaboration.
• Commitment to client success and community impact.

Work Style:

• Innovation-driven with an emphasis on problem-solving.
• Collaborative and supportive team environments.
• Flexible yet results-oriented work approach.

Self-Assessment Questions:

• Am I comfortable working in a rapidly evolving business environment?
• Do I have a strong track record of successful client relationships in a tech setting?
• Can I contribute to a culture focused on innovation and community impact?

ASSUMPTION: Cultural fit likely centers on adaptability and drive, given the company's dynamic growth and innovation emphasis.

⚠️ Potential Challenges

• Navigating complex client needs and expectations.
• Staying updated with rapid platform changes and advancements.
• Balancing hybrid work dynamics with in-office teamwork.
• Managing multiple client projects simultaneously.

ASSUMPTION: These challenges suggest the need for agility and continuous learning to thrive in this role.

📈 Similar Roles Comparison

• Customer Success roles at tech startups versus established enterprises.
• Focus shifts between product-centric and service-centric customer success strategies.
• Diverse industry application—real estate versus general SaaS solutions.

ASSUMPTION: This role compared to other customer success roles likely requires the ability to work across multiple levels of client interaction, from tactical to strategic, due to its SaaS environment.

📝 Sample Projects

• Developing customized training programs for new clients.
• Designing strategies to enhance platform usage and client satisfaction.
• Coordinating cross-departmental efforts to solve client challenges.

ASSUMPTION: The role's nature necessitates innovation in project planning and execution, likely involving tailoring solutions to varied client needs.

❓ Key Questions to Ask During Interview

• What are the main success metrics for a Customer Success Manager at Venn?
• How does Venn support ongoing professional development?
• What are the most significant challenges currently faced by the customer success team?
• How often does the role require coordination with the product and sales teams?
• What strategies does Venn employ to ensure continuous client engagement and satisfaction?

ASSUMPTION: These questions are designed to deepen understanding of the role's expectations and the company's support systems in place.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume to highlight SaaS and customer relationship experience.
• Include a cover letter detailing your adaptability and client success stories.
• Follow up with the HR department if you do not receive a response within two weeks.
• Engage with Venn's social media channels to stay updated on company news.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.