Customer Success
Customer Success Manager, US
Guide tax consultants, asset managers and property managers through their first appeal seasons on ATALI ELECTRIC. You will own the outcomes customers care about: hours per packet, first-round win rate and average assessment reduction.
What you will do
- Onboard new accounts through the 14-day production trial and the first 90 days, including notice imports, rent roll mapping and their first filings.
- Capture baseline metrics at onboarding, including hours per evidence packet, win rate and average reduction, and re-survey at Day 90 and Day 180.
- Coach customers on evidence quality, such as comparable selection, expense normalization and what a hearing officer will ask.
- Contact customers ahead of their filing windows, so no deadline in Texas, Illinois, Florida or elsewhere catches them off guard.
- Bring customer feedback to product with specifics: the county, the form and the hearing.
- Own renewals and expansion for a book of accounts, from Consultant Pro to Firm Scale and Enterprise.
What you bring
- 4 or more years in customer success or account management for a B2B SaaS product.
- Experience with property tax, commercial real estate, appraisal or tax consulting customers.
- Comfort with spreadsheets and with reading operating statements and rent rolls.
- Availability during US business hours and a willingness to travel a few times a year.
Nice to have
- Familiarity with Yardi Voyager, MRI, ARGUS Enterprise or similar systems.
- Experience with IPT or IAAO materials, or a CPA or property tax designation.
- Experience running onboarding for a product with a seasonal calendar.