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VP of Customer Success

Services | Portland, OR | Full Time

Job Description

Founded in 2013, CrowdStreet is the premium provider of online commercial real estate investment marketplace, technology and professional services.  Our online marketplace enables investors to directly access institutional-quality commercial real estate offerings with CrowdStreet’s best-in-class technology platform.  For CRE firms, CrowdStreet Connect provides a platform to manage investors and investments, and to raise capital to grow their business. CrowdStreet maximizes opportunities for investors by diversifying outside of the traditional avenues of the stock market, better distributing risk and fundamentally transforming real estate investing through technology.  Together, we are creating a community where individual investors and CRE firms are working together to maximize wealth through commercial real estate. With more than 100,000 investors now on its platform, and double digit year-over-year growth over the past 3 years, CrowdStreet has emerged as a leader in the space.

To support our company’s rapid growth, we are hiring a VP of Customer Success, reporting to the CEO, with a proven track record in leading a customer success team in a high growth tech organization.

What You'll Be Doing

  • Lead the customer success organization (account management, implementation services, and support) by providing the vision and direction to implement and scale strategies and process to deliver a ‘best in class’ customer experience

  • Identify and architect a services, support, and implementation delivery model that aligns with our customer focused approach including measuring against KPIs and metrics to monitor customer satisfaction

  • Develop and nurture long-term relationships with executive stakeholders within customer accounts

  • Partner with sales to implement scalable growth strategies to identify and drive expansion opportunities within the customer base. as well as increasing renewal rates

  • Collaborate with the product team to enhance the customer experience, including serving as a key stakeholder in influencing product roadmap based on external customer needs and expectations

  • Partner with the marketing team to enable critical voice of the customer and expansion programs

  • Serve as, and lead a team of, customer advocates by creating a feedback loop on customer issues, escalations, and needs with the customer and internal teams.

  • Provide the leadership and mentoring needed to ensure that we hire, train, and develop our teams so they provide the ‘best in class’ customer experience while at the same time they are professionally fulfilled by their work and career development

What We Must Have

  • 10+ years of experience in customer success and service teams, especially focused in a very relationship based industry

  • Extensive experience in leading a fast pace technology environment with clearly demonstrated results in owning customer success

  • Customer-driven mindset with a desire and ability to identify and resolve enterprise level customer problems

  • 5+ years of leading,  managing, and scaling high performing teams in a Saas environment, including building out KPIs and metrics to hold the customer success team accountable

  • Experience guiding the implementation of a complex SaaS solution and technical proficiency working with data and configuring a Saas solution

  • Excellent communication skills and an ability to explain complex concepts

  • Proven project management skills to meet deadlines and manage multiple priorities in a fast pace environment.

  • Bachelor’s level degree, preferably in Business Administration or Finance

  • Ability to travel (20-30%)

Not Required, But Nice to Have

  • Master’s level degree in relevant field

  • Fintech and/or Commercial real estate industry experience

  • Experience working in marketing and sales teams

Working at CrowdStreet

Located in the heart of downtown Portland just a block from Pioneer Square, CrowdStreet is proud of our cool, open and collaborative environment. Along with great benefits, a fully stocked kitchen and a dog-friendly office, we offer the opportunity to be at the ground floor of a fast-growing startup with fun, smart, customer-driven people transforming the world of real estate investment.

We consider applicants for all positions without regard to race, color, religion, national origin or ancestry, sex, age, disability, veteran status, or any other legally protected status under local, state, or federal law.

How to Apply

Please submit your resume online with a cover letter stating: 1) Why you’re passionate about working for CrowdStreet, and 2) A brief summary of how you meet each of our qualifications (including the “nice to haves”). The best way to do this is to copy/paste the requirements bullets and put a brief answer after each summarizing your relevant experience. Thank you for your interest in CrowdStreet!