Land Gorilla · 1 day ago
Customer Success Manager
United States
Full-time
Remote
Mid Level
$65K/yr - $90K/yr
3+ years expLand Gorilla is a company dedicated to fostering long-term partnerships and driving mutual success. As a Customer Success Manager, you will manage a portfolio of clients, focusing on maximizing satisfaction and engagement, while providing tailored recommendations and ongoing software training to ensure client success.
BankingConstructionEnterprise SoftwareFinancial ServicesInformation TechnologySoftware
Responsibilities
Build and nurture relationships with a portfolio of clients, offering recommendations that deliver both value to the client and a reliable, growing revenue stream to our company
Maintain a detailed Account Plan for each client, including a strategy for growth and/or retention
Monitor and evaluate clients’ adoption of software features to ensure maximum benefits are achieved. Support the adoption of new software tools that are released
Create, manage, and close cross-sell and up-sell opportunities for clients, based on needs and potential for growth
Prepare and deliver business reviews to the client’s management team to drive program growth, process improvement, and client satisfaction
Deliver supplemental software training, tailoring instruction to match client needs and anticipated use of the system
Recommend appropriate system configurations and settings to match client requirements
Manage client escalations and complaints with internal stakeholders, delivering effective resolutions
Collaborate with the Product team to define solutions to meet client needs
Regularly maintain and update client/project status in CRM
Handle client contract renewal processes
As needed, assist with bulk onboarding projects for new clients who bring existing business to their Land Gorilla relationship
Maintain awareness of industry trends, best practices, and compliance and regulatory changes; communicate relevant information to clients in a timely fashion
Qualification
Required
3+ years of demonstrated ability in an Account Manager or Customer Success role
Enterprise level experience
Driven, energetic self-starter who identifies and accomplishes goals without explicit instructions
Demonstrated ability to build and maintain client trust
Demonstrated ability to manage cross-sell and up-sell deals
Strong empathy and active listening skills
Exceptional technology skills and aptitude
Collaborative and creative problem solver, able to work with clients and internal resources to analyze, synthesize, and implement the best solutions
Knowledgeable in current industry practices, trends, and technology
Can handle multiple priorities with consistent and strong follow-through
Able to analyze data to recommend improvements
Excellent written and verbal communication skills
Able to respond to and handle challenges in a professional and solution-oriented manner
Preferred
Construction lending experience is preferred
Benefits
Health (+Dependent Coverage), Dental, and Vision Insurance Package
12 Observed Holidays
Paid Time Off: Accrues up to 160 hours/ 20 days
Paid Sick Leave: 40 hours
2 Floating Holidays
Paid Family Leave
401 (k) and Company Matching
Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
Health & Wellness Monthly Stipend
Remote Company - Work From Home Policy
Company
Land Gorilla
Software for Construction Lenders
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sean Faries
CEO
Recent News
Company data provided by crunchbase