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Latch // smart lock maker
New York (Headquarters)    Posted: Friday, June 14, 2019
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As a Customer Success Manager at Latch, you will be the front line & most senior member of the Latch Customer Success team. You will help drive the entire customer lifecycle with our Head of Customer Support & Success & align yourself closely with the product team as well. This includes facilitating a successful customer journey from purchase order to end-user engagement.


  • Oversee the journey of new accounts & ensure successful implementation & positive brand experience
  • Help product & engineering teams to deliver new features that our prominent accounts are asking for
  • Manage day to day communications with a small-medium book of business
  • Manage the long term health of our customer base
  • Create communication tailored by stakeholder for all stages of the customer lifecycle
  • Drive engagement through newsletters, webinars, drip campaigns, etc.
  • Mentor junior Customer Success Executives in best practices
  • Assist Head of Customer Support & Success in implementing a CRM


  • 4+ years of experience in Customer Success in a SaaS company required (bonus if it was both hardware + software).
  • You are a self-starter that anticipates requests & doesnt need a lot of oversight
  • Great problem solving skills, taking a consultative approach to find the best solution
  • Excellent verbal & written communication skills. You can explain complex issues in simple terms & adapt your tone for different users
  • Comfortable giving presentations to groups of any size
  • Netsuite/Mixpanel experience a plus
  • B.A. or B.S. required
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