Customer Success Manager

Customer Success Manager (Enablement, Training & Adoption)

Head-office: London

This role is UK-based (hybrid), with occasional travel to the US.

About the Company

Our mission is to transform the Multifamily real estate industry by empowering organisations with advanced AI solutions to drive optimisation and efficiency. Through every conversation we have with our users we learn, extracting and generating vast quantities of data. This conversational data is invaluable to our clients, helping them gain insight into their customer experience, operational processes and more. Our goal is to help them use this data to make better decisions. From staffing, to process improvement.

Our single artificial intelligence stack includes solutions for cost transformation, employee training, customer retention and property performance. We seamlessly integrate applied AI and generative AI within a single, unified platform, so you can address businesses' most critical challenges by taking the right actions at the right time.

About the Role

Travtus is seeking a dynamic Customer Success professional to take a lead role in driving product adoption and ensuring our customers fully leverage the Travtus Multifamily product suite to meet and exceed their goals. The CSM will be pivotal in designing and delivering training programs and customer journeys that enhance the overall customer experience and ensure sustained success.

Your day-to-day interactions will be with stakeholders within the Multifamily industry, with a strong emphasis on empowering key users of Travtus products through effective training and support. 

Key Responsibilities

• Customer Onboarding: Drive the onboarding process by delivering thorough and engaging training sessions that ensure new customers are fully equipped to use Travtus products from day one.

• Product Adoption: Develop and implement follow-up strategies to drive deep product adoption across the customer base, ensuring customers are utilizing the full capabilities of the Travtus Multifamily suite.

• Training & Education: Create and deliver ongoing training programs, webinars, and workshops tailored to customer needs, focusing on advanced features and best practices to maximize customer value.

• Issue Resolution: Collaborate with engineering and product teams to swiftly resolve any issues, ensuring minimal disruption and maintaining high levels of customer satisfaction.

• Customer Advocacy: Act as the champion for customer needs within Travtus, providing feedback to the product team to drive feature enhancements that align with customer requirements.

Must-have requirements

• Experience in a Customer Success role with a SaaS vendor
• Proven experience in developing and delivering effective training, with a strong focus on product adoption and customer satisfaction
• Experience working closely with product teams to provide customer feedback, influence the development of new features and ensure that product enhancements align with customer needs and expectations.
• Strong analytical and problem-solving skills, with the ability to use product usage data to drive customer success strategies

 Nice-to-have requirements

• Multifamily industry experience is not essential, but experience from a variety of industries would be a bonus
• Experience with US-based customers
• Tech startup experience

Benefits

• £40,000 - 45,000 base salary (salary assessment will be primarily based on experience)
• Deliveroo weekly allowance
• AXA healthcare
• Unlimited holiday
• Regular international travel

About the Team 

Working in a truly collaborative style, where everyone is heard and brings something valuable to the conversation allows us to push the boundaries in this new area of technology. We are fundamentally challenging the way one of the largest industries in the world operates, and our commercial success pays testament to the skill, commitment and passion that our team displays every day.

Apply nowand help us shape the future of the Multifamily industry.