Customer Success Manager, SMB

Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We’re profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

It's with that in mind that Beyond is looking to add a CSM, SMB to our growing team. Working in the PST time zone and reporting to the Manager, Customer Success, SMB you will have the opportunity to help support our internal teams and accelerate our growth. We believe in bringing your whole self to work. We are committed to building a diverse team and embracing an inclusive culture. If you are looking to get in on the ground floor of a high-growth startup and be a part of a founding team, we’re excited to chat with you.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our CSM, SMB, you’ll be responsible for:

• Making pricing recommendations on behalf of our users at the portfolio and listing level by running and analyzing advanced reports

• Assisting partners in solving revenue strategy-related issues via email and zoom

• Securing annual subscription renewals and upsell opportunities

• Monitoring and reporting on the revenue health and risk of accounts

• Assisting partners in solving technical and strategy related issues

• Providing best practices and proactive outreach to partners to ensure they are on their journey to success

• Maintaining a deep understanding of Beyond’s suite of products

• Working with cross-functional teams to drive better collaboration and customer experience

• Being the voice of the customer back to our Product organization, communicating trending customer feedback and ideas

• Driving customer adoption, retention, and satisfaction for Lighthouse book of accounts

• Working with a team to manage a portfolio of approximately 300-350 accounts

So what kind of person are we looking for in this role? The person who will be successful in this role will be:

• Curious: By nature, you have a knack for learning the ins-and-outs of software. You have the desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help.

• Going Beyond: You love going above and beyond for teammates and customers, and a drive to identify creative ways to improve the customer experience. You don’t hesitate to suggest new, out-of-the-box ideas.

• Detail Oriented: You have a unique ability to proactively identify and address all customer concerns and colleague needs with thoroughness and precision.

• Empathetic: You provide thoughtful communication which is the foundation of strong relationships with the ability to understand customer pain points and a genuine desire to help resolve issues.

• Outgoing: You are enthusiastic and confident in your ability to quickly connect with new people

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 2+ years of experience in customer success

• Previous experience supporting US customers in any US time zone

• Comfortable working the Pacific Time Zone shift (8:30pm-5:30am IST)

• Experience analyzing data/spotting trends and actioning

• Experience communicating difficult, technical concepts professionally and thoughtfully.

• Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently.

• Ability to handle working in a fast-paced work environment.

• Experience working with software or the ability to learn a wide variety of tools.

• Clear, concise, and effective written and oral communication skills.

• Experience working remotely preferred

• Familiarity with Property Management Systems and/or the vacation rental market is a bonus

• Revenue management experience is a bonus

• Experience working in a SaaS company or global company is a bonus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Complete a one-way video interview

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us

• Meet with our Manager of Customer Success, SMB for a deeper dive video conversation

• Complete an assignment and present to a panel of Customer Success individuals

• Meet with our Director of Customer Success, SMB and our VP of Customer Experience

• Have a final interview with our CRO

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you.

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

AI Policy:

At Beyond, We Inspire Trust. In each other, in our process, and in the people we bring onto the team. As part of that commitment, we’re implementing clear guidelines around the use of AI in our recruitment processes. Please review the full policy here.

Any communication regarding job openings, interviews and/or offers will come from our @beyondpricing.com email domain

Please review our GDPR Statement here.