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Technical Customer Success Manager
Location
United States
Posted
64 days ago
Salary
$106K - $125K / year
Seniority
Senior
Job Description
Technical Customer Success Manager
Airbnb
• Work with the account manager during the implementation phase for new and existing real estate partners, ensuring seamless onboarding of properties. • Manage multiple simultaneous onboarding projects, maintaining high quality and timely delivery. • Participate in partner onboarding calls to capture requirements and configure property accounts. • Analyze onboarding data to determine optimal configurations and proactively identify blockers. • Configure property settings in internal tools, maintaining accurate data in Salesforce, Airtable, and onboarding systems. • Oversee peer QA processes to validate correct implementations. • Notify relevant stakeholders of any issues or missing data that might delay projects. • Execute regular audits on property inventory, content, and configurations. • Perform updates, activations, and deactivations for listings and floor plans as required. • Manage support queues, including on-call rotations and escalation of complex technical requests. • Ensure data accuracy in marketing feeds and building/unit addresses (ex. Yardi RentCafe, Rent Roll Report) • Manage and process support requests by updating property configurations or changing listing statuses as needed. • Act as a technical product expert and trusted advisor for assigned accounts. • Respond quickly to partner inquiries and technical issues, coordinating resolutions across teams. • Support Sales on-demand by identifying growth opportunities and potential risks. • Proactively monitor account health, leveraging data-driven insights to drive retention and expansion. • Lead or participate in digital engagements (trainings, webinars, targeted campaigns) to educate partners and share best practices. • Maintain regular communication with partners, providing updates and strategic guidance throughout their journey. • Share customer insights and feedback to inform product development and improve internal processes. • Collaborate with cross-functional teams to ensure seamless customer journeys. • Contribute to team knowledge bases, enablement initiatives, and process documentation.
Job Requirements
- 5+ years of B2B customer success, implementation, or technical account management experience (SaaS or Real Estate preferred).
- 3+ years of project management experience
- Strong technical aptitude: comfortable with tools such as Google Suite, Salesforce, Asana and Airtable
- Excellent written and verbal communication skills.
- Demonstrated ability to manage multiple projects/accounts in a fast-paced environment.
- Analytical mindset with keen attention to detail and a solution-oriented attitude.
- Ability to quickly build trust and rapport with customers, acting as their advocate.
- Proactive, adaptive, and able to operate independently with minimal guidance.
- Bachelor’s degree.
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
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