GTM - Customer Success Manager

ABOUT THE JOB OUR MISSION Boom https://www.boompay.app/ is on a mission to level the playing field for the 110+ million renters in the US by making housing more flexible, affordable, and rewarding. Boom is building a suite of rental financial services for renters and property managers, including applicant underwriting, rent payment reporting, rent reporting-as-a-service, and a number of integrations with the largest property management systems (PMS). Boom serves renters through the Boom App and property managers via the Boom Platform. Boom is led by second-time founder Rob Whiting https://www.linkedin.com/in/robwhiting/ (ex-BCG, Rubicon). It's backed by investors such as Starting Line https://www.startingline.vc/, Clocktower Ventures https://www.clocktowerventures.com/, Mischief VC https://www.mischief.xyz/ (CEO of Plaid Zach Perret's fund), Gilgamesh Ventures https://www.gilgameshvc.com/ (Petal co-founders), and angels such as William Hockey https://www.forbes.com/sites/jeffkauflin/2022/04/21/plaids-billionaire-cofounder-is-back-with-a-new-startupa-fintech-friendly-bank-hes-running-with-his-wife/?sh=df10dc453908 CEO of Column, founder/former CTO of Plaid) and Harry Stebbings https://techcrunch.com/2021/06/16/harry-stebbings-turns-up-the-volume-on-20vc-with-new-140m-fund/. Boom has been profiled by Inman https://www.inman.com/2023/10/30/new-boom-api-to-scale-reporting-of-tenant-payments-to-credit-bureaus/, Business Insider https://www.businessinsider.com/boom-pitch-deck-fintech-credit-builder-seed-2023-6, HousingWire https://www.housingwire.com/articles/rent-reporting-platform-boom-raises-4-5m-in-seed-round/, and more. OPPORTUNITY The CSM owns a portfolio of property management clients, ensuring seamless onboarding, strong product adoption, and long-term retention. At Boom, CSMs are the primary advocate for the customer– driving implementation, creating early wins, and building the foundation for an enduring partnership. They partner closely with Sales, Product, and Support to deliver measurable outcomes for our clients. WHAT YOU'LL DO - Onboarding: Lead onboarding for Boom’s core products, BoomScreen and BoomReport, ensuring a fast and smooth time-to-value - Implementation & Enablement: Coordinate launch of BoomScreen and BoomReport across property management systems, integrations, and workflows; facilitate client readiness for go-live from a technical perspective and troubleshoot as needed - Relationship management: Build and maintain trust with client stakeholders from the start of the partnership - Monitor adoption and usage signals, addressing gaps early to prevent churn - Customer advocacy: Capture client feedback and partner closely with Product, Operations, and Engineering to influence improvements; de-escalate and resolve issues as needed - Reporting & insights: Monitor adoption and usage signals, addressing gaps early to prevent churn; deliver performance reports to clients that demonstrate ROI and reinforce value - Account data management: Maintain accurate records of account health, activity, and notes in Boom’s CRM (Attio) WHAT YOU'LL NEED - 3+ years in Customer Success and/or Account Management (B2B SaaS required) - Demonstrated success leading customer onboardings and trainings - Strong data analysis skills in Excel/Google Sheets (pivot tables, lookups, building clean reports). You'll use these to turn usage data into clear ROI stories for clients - Proactive problem-solver and resourceful executor who thrives in a fast-paced, evolving startup environment - Extreme attention to detail and high degree of ownership - Strong communication and organizational skills; able to simplify complex workflows for clients - Proficiency with CRM/CS tools (Attio, ClickUp, Intercom, Zapier) and comfort with data-driven insights - Experience with SaaS implementations; integrations experience is a plus - Consulting background (management, strategy, or implementation) is a strong plus. We especially value people who've learned to structure ambiguous problems, communicate crisply with senior stakeholders, and earn client trust quickly - Experience in PropTech, property management, or tenant screening is a plus BENEFITS OF WORKING AT BOOM - Competitive salary with stock options - Full healthcare coverage (health, dental, vision) including 50% coverage for dependents - 15 days of Paid Time Off (PTO) per year + 3 sick days + all US federal holidays (11 in total) (note: we think unlimited PTO is BS and causes some employees to feel guilty when they take it) - Company-issued laptop/MacBook - Company-sponsored training & development - Regular off-sites, retreats, and other company-sponsored events and travel opportunities