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Customer Success Manager

The Role

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.


Responsibilities will include:
  • Understand your client’s needs and requirements and propose suitable solutions
  • Maintain a deep knowledge and understanding of Latchel products and features
  • Provide customers with product/service trainings
  • Place customers on a “happy path” to meeting their business objectives. 
  • Work with your customers to make sure they can extract the most value from the product during their journey with Latchel. The Customer Success Manager understands how to get the most out of Latchel and helps implement solutions to customer pain points
  • Audit system customizations to ensure they are what the customer wants, needs, and desires
  • Understand customers’ needs and requirements and propose suitable solutions
  • Maintain a deep knowledge of Latchel’s product and its features 
  • Aid in product design and product development
The ideal candidate will:
  • You’re a great team player and like to collaborate with your colleagues. We’re all remote and fun and camaraderie are part of our DNA. 
  • Extremely well-organized and excellent time management abilities. This is critical. We pride ourselves on a balanced culture. 
  • Experience managing a portfolio of top-tier and strategic accounts
  • Passion for customers and problem-solving– at heart, you’re a constantly curious  solution engineer 
  • Strong technical aptitude and business acumen
  • Clear communicator with strong presentation skills (email, phone, and video-conferencing).  Your oral and written communication skills and attention to detail are absolutely exceptional
  • Previously had direct ownership of the relationship with your customers and you’ve been responsible for ensuring they are satisfied with the service provided; you’ll be able to talk through lots of examples of difficult situations with customers that you were instrumental in resolving – ensuring customer satisfaction and retention.
  • Analytical with the ability to interpret customer data and trends
  • You’ve trained customers, orienting them to a new platform
Competencies & Qualifications:
  • Minimum 3 years experience in a customer-facing role of a highly technical product
  • Experience as a property manager or in the prop-tech space is strongly preferred.
  • We have a unique compensation structure. We let employees pick their preferred mix of salary and equity. This ranges from $82,500 – $105,000/year depending on your experience, and selection.  In addition, Customer Success Managers are granted meaningful equity via options.
  • Latchel has great medical, dental, and vision plans nationwide plus 401k matching and other benefits.
  • Latchel offers 13 paid federal holidays, 2 additional holidays, and a strong vacation and sick leave benefit package.
Apply Now

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đź‘‹ Join us for a special webinar Thursday, January 11th