Customer Success Manager

Customer Success Manager

Biscred is the go-to sales intelligence and prospecting platform for the commercial real estate industry. Our mission is to equip sales professionals with the data and insights they need to accelerate deal cycles and boost revenue. This hybrid role is based in Boston or NYC, with in-office work required three days a week either at 100 Summer St. or 711 Atlantic Ave Boston or 123 William St. NY, NY.

As a Customer Success Manager (CSM), you'll play a pivotal role in ensuring our clients maximize the value of Biscred, fostering long-term relationships that secure renewals and fuel our growth. This is a critical position on our small, dynamic team, with opportunities to shape the customer experience and grow within the organization.

Biscred, a Bisnow company, is a sales enablement and prospecting tool that allows you to find prospects throughout the commercial real estate industry more efficiently through an easy-to-use, intelligent database.

Biscred expertly leverages the intelligence and industry experience from CRE's largest B2B platform : Bisnow. Built on the foundation of the media empire's 11 million readers across 50 markets, Biscred's database has been meticulously researched to identify, validate, categorize, and verify the contacts sales people need and filter out the ones they don't.

Whether you're looking for high-rise multifamily unit developers or owners of new retail properties, we've got the fastest path to finding them. Our search attributes and intuitive data infrastructure are designed for navigating the nuances of commercial real estate. With Biscred, you can spend more time selling to prospects and waste less time trying to find them.

Key Responsibilities

• As a Customer Success Manager, you'll be the trusted partner for Biscred's clients, driving adoption, satisfaction, and retention. Your primary focus is to support clients in achieving their goals with our platform while ensuring renewals and identifying expansion opportunities.
• Onboard new clients with personalized training and setup, tailoring the experience to their unique workflows and business growth objectives.
• Build strong, lasting relationships with key stakeholders, acting as their go-to resource for support, best practices, and strategic guidance.
• Proactively monitor client usage and health metrics to identify risks, address churn signals, and ensure consistent engagement with Biscred's features.
• Partner with clients to define success metrics, regularly reviewing progress and demonstrating ROI to secure renewals.
• Collaborate with Account Executives to identify upsell and cross-sell opportunities within existing accounts, contributing to revenue growth.
• Serve as the voice of the customer internally, relaying feedback to product, sales, and marketing teams to enhance Biscred's offerings and processes.
• Develop and share resources like tutorials, case studies, and webinars to empower clients and deepen their platform expertise.
• Resolve client issues swiftly, coordinating with technical support when needed to maintain a seamless experience.
• Maintain detailed, up-to-date records of client interactions, renewal timelines, and account health in HubSpot.
• Work closely with the small team to refine the customer success strategy, testing new approaches to increase retention and satisfaction.
• Meet and exceed renewal rate targets, ensuring Biscred remains a must-have tool for our clients.
• Master the Biscred platform and its evolving capabilities to confidently guide clients and articulate our unique value proposition.

What Are We Looking For?

What's In It For You?

$50,000 - $55,000 a year + Bonuses

Our values demand that we be curious, self-aware, fearless, consistent. We say yes to seemingly insurmountable challenges because we dare ourselves to push further. And we go the distance because we are individually and collectively entrepreneurial, always asking : Why can't it be done? We find a way because we care more than the competition. We embrace team and disown ego. We are ruthlessly disciplined and unabashedly kind. We unreservedly challenge the status quo and vigorously fight for new levels of excellence. We believe the difference between good and great is exceptional communication. We obsess over creating value for our team and our customers. We push ourselves and our industry to be more inclusive, to champion diversity and to fight racism, gender bias and all forms of inequality. We never peak. We never quit. We never have excuses. We own our failures and we commit to being smarter and stronger because of them. We give our best today and even better tomorrow. We are here to win.