POSITION OVERVIEW/

As Manager, Customer Success, you will drive the post-sales experience for our clients by leading a team of Customer Success Managers (CSMs). You will be responsible for ensuring long-term customer satisfaction, adoption of 1Valet products, and growth of customer accounts.
You will also play a strategic role in driving revenue through renewals, upsells, and new partnerships. This includes identifying and managing relationships with third-party service providers whose offerings can be integrated or resold through the 1Valet mobile app, adding value for residents and property managers while opening new revenue streams for the company.

CUSTOMER ADVOCACY & EXPERIENCE

• Act as a strategic advisor to key accounts, helping customers extract maximum value from 1Valet’s offerings.
• Represent the voice of the customer internally and advocate for features or improvements that enhance satisfaction and retention.
• Lead customer satisfaction initiatives including feedback loops, surveys (e.g., NPS, CSAT), and regular check-ins.

QUALIFICATION/

• 8+ years of progressive experience in Customer Success, Account Management, or a related client-facing role.
• 2+ years of experience in a leadership or team management capacity would be considered an asset
• Strong understanding of SaaS business models; experience with hardware/software integration is a plus.
• Proven success in driving account growth, renewals, and customer advocacy.
• Experience identifying and managing third-party partnerships is a strong asset.
• Excellent interpersonal, communication, and organizational skills.
• Strong analytical mindset with the ability to use data to drive decisions.
• Proficiency in CRM systems (e.g., HubSpot, Salesforce) and reporting tools.