Vantaca+HOAi

Compensation

Full Description

About Vantaca Powered by AI, Vantaca's vision is big! We are the leading AI-native community management performance platform that enables owners and operators, community management teams, boards and associations to work smarter, faster, and with unprecedented insight. More than just accounting and management software, Vantaca is intelligent business operating software that leverages artificial intelligence to automate routine work, surface actionable insights, and help our customers increase revenue, efficiency, flexibility, and control. Built on modern cloud architecture with a single-platform design, Vantaca combines comprehensive functionality that adapts to 100% of business processes with AI-powered automation that learns and improves over time. Our proactive AI capabilities don't just report on what happened; they predict what's coming and recommend what to do next. From intelligent document processing and predictive analytics to automated workflows and conversational interfaces, we're transforming how community management companies operate. With seamless integrations across the software and banking ecosystem, we're building the intelligent hub for community management where AI doesn't just assist, it anticipates. Vantaca is focused exclusively on community management and is the trusted technology leader defining the AI-powered future of the community association management industry. We're building something fundamentally different, and our customers are experiencing the competitive advantage that comes from working with truly intelligent software. Vantaca just achieved unicorn status with a $1.25B valuation, so it's safe to say we're past the "scrappy startup phase." We're not just building a successful company—we're building the category-defining platform that will transform how an entire industry operates. Overview As a Customer Success Manager (CSM), you ensure that Vantaca is aligned with our customer's business goals and Key Performance Indicators during the entire customer journey. The objective of the Customer Success Manager is to maximize customer retention and success while also building trust and transparency within your portfolio. The Customer Success Manager is a Business Partner, responsible to help a portfolio of customers achieve the maximum possible value they can within the Vantaca platform. You will serve as a Customer Advocate ensuring customer feedback is heard and acted upon by regularly checking on how the Vantaca product is meeting your customers’ needs and whether there are areas for possible improvement. Accountability Key Initiatives Advisor, consultant, relationship manager Value realization and ROI demonstration Product adoption and utilization optimization Customer advocacy Maintain touchpoints with customers based on segmentation Adept on the product and industry Monitors & reports on customers health score Collaboration with Account Management on retention and expansion strategy Expectations for Success Net revenue retention NPS Responsibilities Professionally manage customer relationships at all levels of the organization to ensure consistently high satisfaction levels within portfolio. Drive customer success outcomes that support high retention and provide opportunities for growth. Develop and maintain customer success plans with clear business objectives, KPIs, and success milestones tied to their investment in Vantaca. Proactively assess customer's business operations to identify opportunities for increased platform adoption, better utilization, and additional value creation; collaborate with Account Managers on potential expansion opportunities. Understand customer's business operations, drivers and needs; understand/respond to the competition's strengths and weaknesses, applies market knowledge. Able to present to and facilitate with senior leadership and/or teams. Deliver clear, timely, and action-oriented communication and follow-ups that drive customer progress and accountability. Know how and when to leverage other experts to manage customer needs/requests. Provide proactive updates on customer health, engagement trends, risk factors, and escalations to leadership and cross-functional teams. Effectively sets and keeps commitments to internal/external constituents and manages on-going expectations. Partner with all functional areas including Sales, Professional Services, Support, & Product to ensure quality customer experience for all customers in their journey with Vantaca. Be an expert and champion on our product and service offerings in order to provide customers with consultative guidance on how to get the most out of our product Serve as customer advocate and help customers receive the proper priority for resolving technical issues, capturing customer feedback and product requests and facilitating those requests to Product and Development to help find a path forward. Requirements Bachelor's degree or equivalent experience in business administration, communication, project management, information systems, operations management, supply chain management, or other related field At least 2+ years experience in a Customer Success, Account Management, or customer-facing role at a B2B SaaS company with a track record of driving adoption and customer outcomes Phenomenal communication skills and are an innovative problem-solver Highly organized and really good at prioritizing your workload Great at interacting with people - customers, clients and coworkers. Your communication with everyone is professional, positive and constructive. You are a terrific public speaker and comfortable with leading meetings A well-developed interpersonal style and exceptional influencing skills, with a proven ability to maintain strong relationships across all levels in the business Passion for customers, appreciation of customer perspective, and ability to advocate on their behalf A proven aptitude for approaching challenges with creativity; natural curiosity and willingness to dive into the industry and our innovative products and features Comfortable working in a scaling environment; champion of change and process improvement. Boundlessly curious and eager to embrace AI capabilities and leverage emerging technologies to enhance customer outcomes and operational efficiency Ability to handle and resolve conflict by seeking a common ground amongst all involved parties. Ability to determine true issues/barriers to achieving agreement and effectively navigate discussions no matter what the situation. Exhibits high level of composure under pressure and inspires confidence from others that goals will be achieved. Able to drive (internal and external) resources to the timely and accurate achievement of goals despite existing barriers. Able to manage expectations via effective application of project management concepts (e.g. meeting follow-ups, action plan with priorities/owners/timelines). Ability to develop a prescription for the cause and is able to clearly articulate their assessment and recommendations to all stakeholders in a timely manner. Up to 25% travel Core Values Always Growing: Likes change and enjoys finding new ways to improve their knowledge and the platform. Always ready to learn quickly about emerging AI technologies and infrastructure patterns, helping themselves and the team grow. Win as a Team: Builds trust and works together by making sure everyone communicates well. Actively involved in daily platform work, working closely with engineering teams, listening to their infrastructure needs, and celebrating technical successes together. Accountability Starts with Me: Notices platform problems and takes personal action to solve them. Takes ownership of platform performance, reliability, and the success of internal customers building on the platform. Unwavering Commitment to Customer Experience: Regularly talks to internal customers (product teams, engineers), taking personal responsibility to understand what they need from the platform, address infrastructure concerns, and make their development experience better with improved platform capabilities. Innovate Boldly: We challenge the status quo and push technical boundaries to create meaningful change. We act with urgency and purpose, knowing that platform innovation drives our AI-native product success. Why You Should Join Our Team AI-First Product Culture - Build the intelligent infrastructure that powers AI innovation at scale Our eNPS is +68! (Google it, that is great) Benefits: Medical, Dental, and Vision kick in day one Unlimited PTO (with a requirement for employees to take a minimum of one continuous week per year) 401K with Company Match Remote Flexible - come to the office when needed Great parental leave benefits Named on Inc 5000 list of America's Fastest Growing Private Companies Named on Inc 5000 Vet 100 Private Companies list multiple years in a row Winner of Coastal Entrepreneur Award, Technology Category Active employee-led Culture Committee Ongoing industry and professional development trainings available to all employees Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community We're playing offense to win! Our product market fit and our world-class employees make us the leader in our space. We're building something cool and people like it here We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role.