Customer Success Manager, Large Accounts

Come join one of the best places to work in Denver! Homebot is in hyper-growth mode, looking for go-getters to join us in revolutionizing how homeowners build wealth with the single largest asset they’ll ever own — their home.

We sell our SaaS platform services to real estate agents, lenders and loan servicers as a way to keep customers engaged long after the sale is complete. Our customers love us and we love them!

We are scaling rapidly and need an incredibly organized and driven Customer Success Manager to increase our level of customer service for our passionate customers!

If this opportunity gets you pumped - perfect! Apply below and we look forward to speaking with you very soon! (We also read cover letters so take a moment to tell us what makes you a great fit for us!)

This is a full-time position based in our Denver, CO office. (We have a hybrid work model in place that allows employees to split their time between working in-office and from home a few days a week.)

Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary. This role has an annual targeted base salary range of $70,000.00 - $75,000.00, plus an annual 10% performance bonus target. For additional details on our total benefits package, please review the section “Why Homebot?” at the end of this job description.

Who We Strive To Be as Homebotters:

• Servant Leaders: We serve our teammates and customers first, with the purpose of enabling and supporting them to be successful
• Respect, Thoughtfulness & Maturity: We show through our actions
• Accountability: We know our jobs & take ownership
• One Team: We make decisions, get in the same boat, & paddle together
• Diligent: We are persistent in the details
• Initiative: We seek improvements continuously
• Solution Drivers: We create solutions rather than focus on problems
• Positivity Builders: We recognize that great attitudes are contagious
• Learners: We fail fast & share from our experiences & mistakes

Characteristics of a Homebot Customer Success Manager:

• Must be a confident, adaptable self-starter who thrives in an empowered, fast-paced environment
• Fast learner with the ability to navigate around various platforms and systems used by the company (think Monday.com, Metabase, Intercom, Jira, HubSpot, Tableau, and Salesforce...you get it!)
• Solutions oriented: someone who is passionate about solving problems and going the extra mile whether it’s over email, phone calls, webinars, or in-person client meetings
• Clear communication style when handling executive decisions and difficult client scenarios
• Strong written and verbal communication skills. Understanding urgency in communication (knowing when to pick up the phone and call a client versus writing a thoughtful email)
• Team player who is willing to help with any tasks from technical tickets to leading a large customer presentation!

What You’ll Be Accountable For:

• Patient, friendly and a positive attitude through chaos, change and new company and product developments
• Nothing slips through the cracks on your watch!
• Solutions Creator who takes initiative and adds value
• You will be the point of escalation for your accounts. Must be ready to mitigate challenging situations with corporate teams regarding adoption, compliance, and churn
• Churn management is a must. You will be responsible for preventing Enterprise level churn as well as individual paid user churn on key accounts
• Will implement, onboard, and launch Homebot for Large Enterprise companies as well as Key Accounts.
• Own and create impactful experiences for our customers in-person, leading webinars, or through email communication/campaigns
• Manage customer success through onboarding, creating & monitoring customer’s success metrics and ROI
• You will coordinate and present Partnership Health Reviews with your corporate contacts on a quarterly, bi-annual, or annual basis
• Communicate product updates to key stakeholders in your assigned accounts while providing feedback to our Product Team from your customer's perspectives.
• You will be the customers voice and advocate during Product feature pilots and implementations
• Attend & represent Homebot at trade shows and events, as needed

Collaboration:

• This role will report to the Large Accounts Manager, Customer Success
• You will work closely with Sales, Product, Customer Support and our Data Team
• You will be part of a quickly growing team of Customer Success Managers

Experience & Qualifications:

• 3 years of Customer Success in high volume customer environments
• Experience in real estate or the mortgage industry is strongly preferred
• Strong communication skills, written and verbal
• Patient, friendly, and direct when necessary
• Committed to creating long-term relationships with our customers
• Experience working with highly professional corporations and executive teams
• Project management experience
• Ability to travel as needed (conferences, training, sales events)

Bonus Points:

• You have experience working in growing startups
• You are highly proficient in Salesforce, Hubspot, Tableau, and Monday.com
• SAAS experience

Why Homebot?

We believe in a collaborative, fun work environment. And when we say we have an awesome culture, we mean it. The team members, aka Homebotters, are not only passionate about our product, but also about how they interact with each other. We push ourselves every day to be better, challenge each other to continuously grow, and to have fun doing it. We are professional when we need to be and goofy when it’s time to celebrate a win. We realize we might be a little biased so we encourage you to check out our Glassdoor reviews and visit BuiltinColorado’s Best Places to Work list (#87!) and Best Midsize Places to Work (#41!).

With the mortgage and tech industries being highly male-dominated, we're proud to be a tech company in the mortgage space with ~50% female employees across the organization.

We appreciate and value what our team members do every day, so we offer some amazing benefits to reward them:

Perks/Benefits:

• Medical (Aetna) / Dental (Sun Life) / Vision (VSP)
  • Homebot covers 99% for the employee and 50% for dependents
• 401(k) match
  • Homebot matches 100% on the first 3% and an additional 50% on the next 2% (Homebotter contributes 5% and receives 4% from Homebot!)
• Great vacation policy - we believe in taking care of yourself & reward team members as they reach milestone years of service (4 weeks accrued vacation to start!)
• 1 Week Sick/Mental Health time
• Quarterly Mental Health Days (1 day per quarter)
• 2 Paid Volunteer Days per year
• Paid Parental Leave - 12 Weeks!
• Activities: Wellness Challenges, Trivia, Tequila & Chocolate Tasting, Wine & Cheese Tasting, etc.
• Hybrid Working Model - Blend Work From Home and In-Office Days
• Budget for Home Office Setup
• Denver EcoPass for light rail and bus system
• Office location in downtown Denver (modern, spacious 4-story with top floor deck ⛰)
• Relocation reimbursement for out-of-state moves to the Denver area
• Events like: Wellness Wednesdays and Thankful Thursdays
• Onsite Massages 2x/month
• Nitro cold brew, french press, smoothie bullet and snacks (vegan, gluten-free and food allergy safe options available)
• Rotating beer tap stocked beer/wine fridge, hard kombucha, wine tap
• Weekly catered lunches in-office on Thursdays
• Fun quarterly events like Rockies games, holiday parties, etc.
• Awesome culture! Awesome coworkers! (seriously, have you seen Glassdoor?)
• We give back to the community (Volunteer Days, Giving Tree)
• Open work environment with sit/stand desks
• Financial Wellness Program
• Free Employee Assistance Program & Mental Health Coaches
• Educational Assistance Program
• Annual Training Budget for Professional Development

More about Homebot

Problem we’re solving:

The US homeownership market is the largest asset class in the world at $30 trillion but is essentially an “unmanaged” asset that causes people to leave billions of dollars on the table every year. At the same time, loan officers and real estate agents spent $20 billion a year on desperate attempts to maintain mindshare and loyalty with their past clients in hopes of gaining more repeat and referral business.

Our solution:

Homebot is a client-for-life portal that maximizes repeat and referral business for lenders by empowering consumers to build wealth through homeownership. The award-winning client portal delivers personalized, actionable intelligence throughout the entire homeownership lifecycle to every client and prospect. With an average 50% monthly engagement rate, Homebot ensures lenders and agents remain the trusted advisors that consumers rely on to make informed decisions about the largest asset they may ever own, their home.

It’s definitely a game-changer and we are truly making an impact. Having launched in 2016, we're over 100 Homebotters strong and expect to continue that growth throughout the year. Join us!

Check out our website at www.homebot.ai