Customer Success Manager

About the role

Foxen advances financial wellness through multi-family real estate. Founded in 2018 and headquartered in Columbus, Ohio, we provide we provide a platform of compliance solutions for multifamily property owners, operators and residents. We've built a profitable, growing business in a challenging market. Customers stay and expand with us. Our product portfolio continues to deepen. And we still have significant room to grow. That kind of momentum requires something specific from the people who work here: high standards, a builder's mindset and ambition without ego. Foxen isn't for everyone. But for the people it's for, it's a supportive place to grow.

Responsibilities

• Customer Relationship & Adoption
• Serve as the primary strategic partner and escalation point for key leaders and property-level staff, fostering strong relationships and driving resolution for complex customer service and technical account inquiries.
• Lead the successful onboarding, training, and adoption of the Foxen platform for new customers and their properties, ensuring a logical, timely, and positive integration experience.
• Champion product comfort and communication by training staff on Foxen product features and benefits, empowering them to effectively communicate the value proposition to residents.
• Portfolio Health & Compliance
• Monitor and manage the health and compliance of an assigned customer portfolio, proactively communicating with property-level teams to ensure consistent execution of best practices and standard operating procedures (SOPs).
• Drive customer retention and growth by continuously reviewing account performance and usage data, identifying opportunities for deeper platform utilization, and mitigating churn risk.
• Quickly master and utilize data reporting platforms/software to accurately track, analyze, and communicate key performance indicators (KPIs) related to customer success.
• Operations & Stakeholder Management
• Provide clear, data-driven updates on the progress of monthly, quarterly, and annual strategic initiatives to internal and external stakeholders, ensuring alignment on business objectives.
• Collaborate cross-functionally with the Finance department to prepare accurate monthly customer invoices and perform necessary audits and reviews of charges.
• Contribute to the strategic planning and development of the customer's operational platform and processes, representing the Voice of the Customer (VoC) to inform product and service improvements.
• What You Bring:
• Strong communication and interpersonal skills (friendly, personable, positive personality).
• Excellent organizational and time management skills, and the ability to prioritize and multi-task.
• Positive attitude with a willingness to quickly learn and adapt to new systems.
• Previous customer service experience strongly preferred.
• Previous experience as a Customer Success Manager or in Property Management preferred.

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