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Customer Success Manager



Posted on Friday, August 18, 2023

Latchel is a Y Combinator-backed, Series A startup seeking a Customer Success Manager for our growing Customer Success team. We are a fully remote company and invest heavily in creating a strong culture to keep us connected. 

Customer Success owns the post-sales customer journey at Latchel. Customer Success Managers discover their customers’ business goals, learn their operations and chart a path to achievement, providing guidance, support, and good cheer along the way.


What Does the Work Look Like? 

  • You guide customers in achieving their business goals using Latchel. You regularly meet with key accounts. These meetings will vary from weekly, monthly, and quarterly depending on customer size and complexity. You are responsible for driving a customized action plan for each customer so they can achieve their specific business goals using Latchel.
  • To understand if a customer is meeting their business goals (and assess Latchel’s general performance for the customer), you will review work orders, identify trends, themes, and root causes, and use performance metrics to gain insight into what’s going well and what’s not. You will identify what needs to be improved to help the customer meet their goals.
  • You will collaborate across several teams to research what is going wrong and implement improvements for customers.



The Fun Part:

Property management companies come in different shapes, sizes, and flavors. There is no standard process property managers use to address maintenance. Each property management company leverages Latchel differently to achieve business goals. Once identified, we can assess the pain points that Latchel is best designed to address. As a Customer Success Manager, you’ll identify and articulate a path to success for each of your customers. You’ll help them identify milestones in leveraging Latchel’s platform and risks to achieving their goals. You’ll strategize how to mitigate those risks as you meet with key decision-makers within your client companies.

Latchel is not a silver bullet that will solve all maintenance problems. It will take hard work to address unproductive habits and processes in customer maintenance operations. Fortunately, the Customer Success Manager is an expert in operational processes and can help customers identify areas to focus their efforts on and improve.

The key is solution-oriented coaching and training. This requires a customer advocate to help drive improvements to the product and the outcomes it facilitates and delivers to customers.