Client Success Manager (East Coast)

Our Mission: ButterflyMX is on a mission to empower people to open and manage doors & gates from a smartphone. Our products are installed in more than 15,000+ multifamily, commercial, gated communities, and student-housing properties worldwide, including properties developed, owned, and managed by the most trusted names in real estate. Our features are designed for developers, owners, property managers, and tenants and our products lower operating costs and improve tenant satisfaction. Our Solution: Developers and owners no longer need to run building wiring or install in-unit hardware. Property managers can grant building access, revoke permissions, and review entry logs from an online dashboard. Residents can open doors from their smartphones, issue visitor access, and see who is trying to enter the building. Our Culture & Values: Fantastic people are the key to our success. As a distributed, primarily remote workforce, we’re looking for more intelligent, passionate, collaborative, and down-to-earth individuals to join our growing team. We’re driven by a shared commitment to excellence and innovation, grounded in our core values: We delight our customers, We take ownership, We are a community of collaborators, We speak up, We think big and do small, and We are tenacious. ButterflyMX is looking for a people-oriented Client Success Manager who is excited about owning their own territory. The most successful CSMs at ButterflyMX love to learn, are strong communicators, and are nimble enough to pivot on a dime. This role will report to the Senior Manager of Client Success and partner with the Vice President of Client Success to ensure our customers have a world class experience.

Candidates must be based on the East Coast to be considered

* Responsibilities:

• Own the entire client relationship lifecycle from onboarding to ongoing support. This role requires strong communication, organization, and collaboration across property managers, end-users, technical support, other departments with ButterflyMX, and low-voltage installers.
• Articulate the value proposition of the ButterflyMX intercom system to new property management representatives and their tenants
• Develop a strong understanding of our software and hardware products and be able to communicate complex technical situations in a client-friendly way
• Proactively and efficiently resolve customer inquiries using multiple channels of communication: phone, email, and ticketing platforms such as ServiceCloud or Vitally
• Partner with the ButterflyMX Sales and Support teams as the lead client contact to identify, address, and resolve or escalate issues
• Maintain and update property management contact(s) for billing, training, installations and support in SalesForce and Vitally
• Proactively identify accounts risks and develop mitigation plans to resolve
• Work cross-functionally with Product and Engineering teams to support new product launches and drive customer issues to resolution. Participate in testing new and updated features and provide feedback.
• Work with the ButterflyMX management team to deepen relationships, understand long term client needs, and renew business
• Work closely with internal teams to advocate for clients and share knowledge across the organization
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