Revenue - Customer Success

Remote (US-Based)

Customer Success Manager

Grow with us.

A job at Latch is more than just that - it's the opportunity to look forward to every day ahead. We share passion, dedication, and sheer love for what we do.

So, what are you waiting for?

Renting a home is the world's oldest subscription service. People spend thousands of dollars every month for an experience that is outdated, inconvenient, analog, impersonal, and leaves a lot to be desired. Latch is working to make every building better, and while we've methodically executed this mission since our founding with great success, we're just getting started.

Leveraging our knowledge from companies like Apple, BCG, and IDEO, we’ve rethought how people interact with space. Latch delivers a full-building operating system designed to help owners, residents, and third parties like guests, couriers, and service providers, seamlessly experience the modern building. We’ve done this by combining software, devices, and services into a holistic platform that makes spaces more efficient, enjoyable, and profitable.

The next chapter of the Latch story will be our most exciting yet, and we’re looking for more talented team members to help fuel our growth.

As a Customer Success Manager at Latch, you’re directly responsible for owning and cultivating strong relationships with various external and internal stakeholders. You will act as the voice of the customer, and help drive the entire customer lifecycle, specifically— facilitating a successful customer journey from purchase order to end-user engagement, and ensuring contract renewals and upsells.

Responsibilities:

  • Oversee the end-to-end journey of new and existing accounts, and ensure successful implementation, overall positive experience, and renewal and expansion of accounts
  • Train community associates to be Latch power users
  • Manage day-to-day communications with your book of business
  • Effectively communicate with accounts and resolve issues, both complex and transitional, in a timely and comprehensive manner
  • Meet or exceed goals  by conducting regular  Business Reviews and driving software contract renewals while identifying expansion opportunities with your book of business. 
  • Identify process improvements, and help the entire team create and implement new procedures
  • Help product and engineering teams deliver new features using customer feedback and findings from the field. Report findings to executive leadership team monthly
  • Meet and collaborate with sales counterparts to identify opportunities for account expansion and ensure account health
  • Proactively monitor and manage system health at each community and the broader portfolio. Suggest partnership improvements to ensure Latch value to community
  • Serve as central point of coordination and collaboration across internal functions and external partners for all post-contract account management 

Qualifications:

  • 3+ years of Customer Success experience in a SaaS company required (bonus if it was hardware or real estate)
  • Salesforce, Netsuite, Looker, and experience a plus
  • Experience working with high-profile accounts and advising on overall support needs and statuses
  • Problem-solver who understands how to work with a variety of stakeholders throughout the Customer Journey
  • Confident working with data and data tools. An ability to quickly analyze data to tell a story and identify areas for operational improvement
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different stakeholders
  • Comfortable giving presentations to small-medium groups
  • Willing to travel on-site to properties to conduct in-person trainings, property walkthroughs, and interact with on-site property team
  • A self-starter that can pivot between tasks

Founded in 2014, Latch now has 200+ team members working to make spaces better places to live, work, and visit. 

We offer unlimited Paid Time Off, a comprehensive benefits package, mental health support, and an environment where employees are surrounded by creative, empowered, and dynamic peers.

In conjunction with our ​core values​: Contagious Determination, Humility, Trust, Inclusion, Action with Intent, and Privacy, we approach our work with care and a sense of duty, to make the world a better space.

We embrace diversity and strive to create an inclusive and equitable environment for all.

Applicant Privacy Notice