Customer Success Manager

McLean, VA, United States

Who We Are

At lulafit we are redefining amenity management in commercial real estate by activating shared spaces in the modern workplace. We blend creativity with strategic insights to craft solutions tailored to the unique needs and aspirations of our clients and their tenants.

Whether it's designing state-of-the-art fitness centers, cultivating exceptional meetings, or curating engaging events and programming, we are committed to setting a new benchmark for excellence in the industry.

Join us as we embark on a journey to transform spaces, inspire innovation, and shape the future of work.

What You’ll Do

Serve as the liaison between clients and our team to ensure smooth alignment of operational strategies with exceptional service delivery. Act as the guardian of our operational playbooks, ensuring team performance and execution. Tailor solutions to exceed client expectations. Manage KPIs and customer satisfaction. Embody brand values in all interactions, fostering trust and loyalty.

We are seeking a dynamic Customer Success Manager who can foster strong client relationships and retention, while effectively managing our on-site leadership. This individual will play a pivotal role in identifying growth opportunities, enhancing operational excellence, and ensuring consistent delivery of our brand promise across all interactions.

How You'll Do It Own client relationships and execution across a portfolio of buildings

Ensure client satisfaction and support in unlocking value from our products

Establish client objectives, track KPIs, and deliver regular reporting

Own client alignment with our scope of services and capabilities

Translate customer challenges and goals into operational strategies

Manage Site Leads to execute on client goals

Regular meeting with direct reports, performance management, and team development in partnership with internal teams

Travel to sites to identify areas for development and improved execution

Grow clients by identifying expansion opportunities within client portfolios and opportunity to introduce new services

Lead the launch of new sites, services, and technology within your portfolio, from strategic planning to implementation, ensuring seamless delivery

Own operational budgets ensuring service delivery against client expectations.

Establish deep familiarity with diverse client stakeholders and their priorities

Connect client insights and trends into ongoing company innovation

Desired Skills Strong client and relationship management skills

Familiarity with commercial real estate landscape and stakeholders (asset management, property management, leasing, etc)

Strong communication, de-escalation, problem-solving and presentation skills

Proficient in managing cross-functional teams towards shared objectives

Capable of leading and managing direct reports

Ability to provide direction, set clear expectations, and effectively delegate tasks to maximize productivity and achieve desired outcomes

Ability to cultivate a culture of accountability and innovation

High emotional intelligence and analytical abilities.

Ability to synthesize data into relevant client stories and insights

Ability to manage complex projects and deliver quality results on time and on budget

Qualifications 3-5 years experience in customer success or client relations roles, preferably in commercial real estate

Managed client relationships and ensured their success through effective communication and support.

Managed direct reports, guiding and developing team

Collaborated with cross-functional teams to address client needs and deliver solutions.

Tracked and analyzed customer metrics to identify opportunities for improvement and growth.

Resolved customer issues and escalated when necessary to ensure timely resolution.

Conducted regular check-ins and reviews with clients to maintain strong relationships and gather feedback.

Assisted in the onboarding process for new clients, ensuring successful implementation of services.

Acted as a trusted advisor to clients, providing guidance and recommendations to optimize their experience.

Contributed to the development and enhancement of customer success processes and strategies.

Utilized data to synthesize into relevant client stories and insights

Benefits & Perks

At lulafit, we invest in our employees' health and well-being. Our benefits reflect our commitment to help our team be the best versions of themselves both at work and at home. We are proud to offer all full-time employees:

* Paid Medical Options & Life

* Dental & Vision

* 401k with employer match

* Generous Parental Leave

* Professional Development Reimbursement

* Recognition & Rewards Program

Why We’re Different

At lulafit, we’re proud to have created a product and service our customers love. We are a team in every sense. We support one another as we work collaboratively towards a common goal of modernizing well-being to empower people in their everyday lives.From growth opportunities to professional development to unique benefits and perks, we want all our employees to realize their full potential. We value innovative and curious people who aren’t afraid to challenge the status quo.

We’re committed to fostering an inclusive, equitable workplace that promotes and values diversity. We welcome all employees and applicants, without regard to age, gender identity, race, ethnicity, sexual orientation, physical or mental ability, religion, or any other protected characteristic under law. More importantly, our work environment is one where everyone, from any background, is inspired and encouraged to do their best work.

#J-18808-Ljbffr