Customer Success Manager

**Company Overview**:
iOFFICE+SpaceIQ makes your workplaces smarter and your employee experiences better. Businesses that need a centralized data-driven platform to make better informed decisions about real estate, want to plan and manage a more productive and efficient work environment, and want to give their employees a frictionless experience so they can do their best work, come to SpaceIQ. Our mission is to help businesses of all sizes reach their full potential by creating great workplaces that attract and retain the talent they need to grow and succeed. If you are looking for a dynamic, entrepreneurial career opportunity, join SpaceIQ and our suite of products: iOFFICE+SpaceIQ in transforming the workplace.

**Position Summary**:
The Customer Success Manager (CSM) is responsible for ensuring customers are delighted with the business value realized through the use of our products. The CSM primarily achieves this by understanding the strategic goals and direction of customers and our product's role in the strategy, maximizing adoption, and realized value, and ensuring exceptional customer results through coordination of the various internal groups working on behalf of customers.

Success is defined by customers realizing benefit and value from our products, achieving healthy and long-term success, and dependable execution of customer projects. You will need to handle multiple priorities, communicate well, demonstrate leadership in a technical setting, and maintain productive relationships both internally and with customers.

**Key Responsibilities**:

- Work with the onboarding/implementation project manager to ensure customer expectations are met and the customer is ready to gain substantial value upon launch
- Develop a success plan with the customer on how the products and services advance strategic and business goals
- Monitor and update the success plan through regular customer communication and review with the customer and relevant internal groups
- Function as an industry expert by detailing workplace trends and providing stories on how current clients are leveraging our tools to achieve their business goals.
- Drive exceptional customer satisfaction and act to alleviate realized or potential concerns through various customer engagements, via regular check-ins and executive / quarterly business reviews
- Identify opportunities for customers to realize more value using our products and services and provide product demonstrations that showcase relevant product features for the appropriate audience and insights gleaned from discovery
- Be a thought leader in using our solutions to drive workplace transformation and more effective workplace management
- Serve as executive escalation for customers, while coordinating across teams; escalating internally, as necessary
- Translate strategic and business requirements for consumption by internal groups
- Maintain proper documentation of customer success related activities and outcomes
- Comply with established company policies and procedures, objectives, project management requirements, safety and environmental standards

**Skills and Experience**:

- 2+ experience in workplace management or space planning, or
- 2+ years of customer management experience in the SaaS industry.

**Knowledge of**:

- Corporate real estate management, space & facilities management, workplace management, space planning and/or integrated workplace management systems (IWMS) industry experience.
- Customer Success processes, deliverables, and best practices
- Strategic planning and transformation roadmaps
- Implementation and use of SaaS solutions in an enterprise environment
- Organization and time management skills for managing multiple projects and assignments
- Business tools such as Salesforce, Gong, Office 365, SharePoint, Jira, ZenDesk, Microsoft Office Suite

**Ability to**:

- Take ownership of assigned responsibilities and independently execute while using good judgement when to seek help to ensure successful outcomes
- Manage multiple customers, activities and issues through exceptional organizational and time management skills
- Exhibit superior customer focus and professionalism even in stressful situations
- Provide leadership and influence others to achieve exceptional results and meet /exceed customer expectations
- Effectively and diplomatically communicate both orally and in writing
- Adapt to changes in priority and effectively align efforts for successful execution

**What's in it for you**:

- Employee Assistance Program
- Open plan, relaxed central office with table tennis table, arcade machine, fresh fruit, fitness activities and drinks fridge
- Enthusiastic social committee
- Be a part of a company that is changing the workplace
- Be a part of a fast-paced global team
- Women in Tech Club
- Awesome New Hire Welcome Package
- Challenging and fulfilling work.
- Close interaction with product stakeholders and our development teams.
- Great benefits such as wor