Customer Success Manager

About Findigs

Findigs is revolutionizing the rental experience by making the entire process transparent, swift, and equitable. Backed by $78M from prominent investors associated with Affirm, Gusto, and Uber, Findigs offers a comprehensive platform that delivers data-driven insights, enabling smarter and more predictable decisions for property managers and renters alike.

Role Overview

As a Customer Success Manager at Findigs, you will manage post-sale relationships for a portfolio of clients to maximize usage and value of the Findigs platform. This role involves balancing personalized problem-solving for key accounts alongside scalable, AI-powered processes for a wider client base. You will coordinate closely with Product, Engineering, and Sales teams to uphold a superior customer experience.

This position is primarily NYC-based, with an expectation to work onsite 3-4 days weekly; remote candidates on the East or West Coast may also be considered. Note that visa sponsorship is not available.

Key Responsibilities

• Act as the main contact and trusted advisor for assigned clients, guiding them toward successful use of Findigs tools.
• Innovate by integrating AI and automation workflows to enhance account management efficiency and team scalability.
• Manage net recurring revenue (NRR), identify growth opportunities, and coordinate upsell strategies in partnership with sales.
• Conduct quarterly business reviews with clients to share insights, demonstrate value, and align future objectives.
• Continuously monitor account health and usage metrics via dashboards and AI alerts to proactively address risks or opportunities.
• Develop multi-layered relationships across client organizations to align Findigs outcomes with client priorities.
• Collaborate with the broader Customer Success team to refine account management strategies and enhance playbooks.
• Gather client feedback to inform product development by working closely with Product and Engineering teams.

Candidate Profile

• Minimum of 3 years in a customer-facing role such as Customer Success or Account Management, ideally within B2B SaaS; backgrounds in proptech, business process design, or outsourced operations are advantageous.
• Outstanding communication skills, both verbal and written, capable of engaging senior client stakeholders with clarity and empathy.
• Technically adept with quick learning ability for new software applications.
• Proficient in AI tools for efficiency, including summarizing data, preparing materials, and generating insights; ability to create simple automations is a plus.
• Experience using CRM platforms (Salesforce, HubSpot) and customer support tools (Zendesk, Intercom, Jira).
• Strong independent problem-solving aptitude and ability to prioritize a full portfolio of clienti needs effectively.
• Comfortable navigating fast-paced, dynamic startup environments with a proactive, improvement-driven mindset.
• Bachelor's degree or commensurate experience.

Preferred Qualifications

• Previous experience in proptech or fintech sectors.

Additional Information

Findigs is committed to fair hiring practices and uses AI-assisted tools during recruitment that support but do not replace human decision-making. Interviews may be recorded with the option to opt out.

Compensation varies according to skills, experience, and role scope, and includes equity packages for full-time employees. This disclosure complies with NYC Pay Transparency Law.