Strategic Customer Success Manager at Backpack Group LLC – Austin, Texas

FLSA: Exempt

Reports To: Mgr of Customer Success

About Us

We’re Backpack. Our mission is to connect and optimize the performance of the built world. Backpack delivers

enterprise software to owners and operators of portfolios of commercial & multi-family buildings that allows them

to visualize their building’s data and energy use and use that data to make smarter decisions about how they

operate and invest in their buildings.

Job Description

We are seeking a dynamic and experienced Strategic Customer Success Manager to join our team and drive

customer strategy, retention & expansion of our software solution within their organization.

Responsibilities

● Execute the goals of the customer for top accounts & support their work with a future forward stance;

develop strategies & playbooks to maximize account penetration

● Build and maintain strong relationships with key decision-makers, influencers, and stakeholders within

the target customer organizations

● Deliver compelling QBR presentations and product demonstrations to showcase the features, benefits,

and value proposition of our software solution with the customer goals at the core of the presentation

● Analyze product performance data to discover key insights, develop new strategies and educate clients on

new areas of opportunity via regular business reviews and calls.

● Support & collaborate with sales team as they pursue deals, ensuring customer satisfaction and successful

contract execution

● Collaborate with cross-functional teams, including product development, marketing, and operations, to

ensure seamless implementation and post-sales support for customers

● Stay up to date with industry developments, competitor offerings, and technological advancements

Minimum Qualifications

● A demonstrated love of people and relationship building

● Excellent communication, presentation, and negotiation skills, with the ability to effectively communicate

complex technical concepts to both technical and non-technical audiences

● Strong alignment with Backpack’s mission & startup mentality: ability to toggle between big picture

strategy and small details, no problem too big or small for your attention

● 4+ years’ experience in a customer facing role such as Customer Success, Customer Management, or

Customer Support.

● Strong business acumen and the ability to understand customer needs and propose tailored solutions

● Ability to work independently, manage multiple priorities, and thrive in a fast-paced, target-driven

environment

● Willingness to travel as needed (if applicable)

Nice to Have

● Experience in & In-depth knowledge of the commercial and/or multi-family real estate market, including

familiarity with building owners, sustainability consultants

● Knowledge of vendor relationships with commercial and/or multi-family real estate market specific to

HVAC, EMS/BAS systems and construction projects

What we offer

● Working at Backpack is more than just a job; we support our employees in becoming the best versions of

themselves, what that means to us:

○ Flexible work and schedule; whether or not you are fully remote, part-time in the office or

coming into the office every day, Backpack Group supports you to work your way, on your

schedule

○ Above market benefits, we believe your health and your family’s health are vital to your success,

and we offer competitive healthcare programs to ensure you, and your family are covered

○ Participate in the company’s success; we believe that all employees, from entry-level to the c-

suite, are key to the company’s financial success, and we offer ownership stake in the company

to all employees