Customer Success Manager at Knock

| Seattle
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The Role
As a Customer Success Manager on our Renewal team, your main responsibility will be retention and expansion of existing customers. 
The Team
Everyday our customers deserve an amazing experience and our commitment to their success. Their wins are our wins. We know that in order to drive success we need to build an exceptional Customer Success Organization that preserves and expands the company’s book of business, opens the door to new opportunities, and creates advocates for our customers. At Knock our Customer Success team consists of several teams that participate in the entire customer journey post-sale: Implementation, Launch & Expansion, Education & Training, Renewal, and Support. 
The Company
We started Knock to solve problems we faced ourselves as consumers: the process of renting an apartment sucked. It was disorganized, time consuming, and frustrating. It seemed landlords were stuck in the past and didn’t understand how to use technology to their advantage. But the problems and solutions seemed obvious to us, and we had a vision for what a better experience should be. After validating our insights with a few early customers (who became investors) we got to work partnering with real estate companies to deliver on turning that vision into reality.
Seven years later, we have helped our property management customers find apartments for millions of renters. We’ve developed an industry-defining SaaS platform, an intelligent front office platform providing the productivity and business intelligence tools needed to maximize occupancy, rent growth, and customer satisfaction at every community. Our customers trust us to deliver the consumer experiences and business applications that are essential to their bottom line. The proof is in our 10x revenue growth over the past two years, in addition to our numerous industry awards.
In March of 2019 we announced we raised a $10m Series A round to continue to accelerate growth and product development, led by Madrona Venture Group: 
In January 2020 we were honored to receive recognition as one of Seattle’s Best Small Companies to Work by BuiltIn Seattle:
In May 2020 we announced we raised a $12m Series B round to continue on the path of growth, led by Madrona Venture Group, with partners from Lead Edge Capital and Seven Peaks Ventures:
At Knock, we have a #oneteam philosophy. A big part of bringing new capabilities to life is to continue to bring in exceptional talent that works together toward a common goal. We’ve been incredibly fortunate to build an amazing team that delivers real value to our customers each and every day. We can’t wait to hear from you!

Key Responsibilities

  • You will build long lasting relationships with our clients, at all levels of their organization.
  • You will create wildly successful customers that are not only using Knock, but raving about their successes.
  • You will be learning a lot. You will need to develop a deep understanding of our product, the client’s business challenges, and how we can help them be successful. 
  • You will be a trainer. Our customers have questions and will be learning from you. You will ensure active and informative communication with your customer and share valuable insights on how successful they are. This could be in the form of defined touch points, quarterly business reviews, or impromptu as you discover something new about the account.
  • You will partner and collaborate with product to resolve customer requests and bugs quickly.
  • You will serve as the eyes and ears, and more importantly, The Voice of your customer to all other organizations at Knock.
  • You are proactive. This is a high activity customer success environment. You will be on the phone all the time talking with our awesome customers.
  • You are success oriented. You are constantly looking for additional ways we can help our customers be wildly successful and qualifying new opportunities to grow in accounts.
  • You are hyper focused on our customer base growth, including the retention of our customers.
  • You want to be part of a fast paced team as it lays the foundational pieces for growth. You want to grow and develop your Customer Success skills with a fun, and driven team.

Basic Qualifications

  • Experienced: At least 2-4 years of experience as a successful account manager or client success manager in a SaaS business; startup experience preferred.
  • Data Driven: Knows both their customer’s success metrics, but also their own. Tracks success, and pushes for personal success as much as their customers.
  • People Person: Loves working with people and providing top tier customer support to solve problems, teaching and training, and has examples of making a customer wildly successful.
  • Team Player: Proven track record of adding value to prior teams. Will have worked cross departmentally to help customers be more successful.
  • Excellent Communicator: Present and communicate value, influence decision making, and convey credibly at all levels of the organization, including the executive level.
  • Excellent Listener: Proven record of identifying customer pain points, uncovering additional sales opportunities, and showing empathy to those they work with.
  • Proven Multitasker: Ability to manage multiple projects and activities at a time while paying strict attention to detail and deadlines.
  • Sales Acumen: An aptitude for sales with a proven ability to meet/exceed activity quotas.
  • Problem Solver: Track record of identifying issues and finding creative ways of solving the problems with positive outcomes.
  • Eager and Determined: Has shown the ability to learn and deliver new technology solutions. As is determined to help, with a willingness to go the extra mile for their customers, and for their team.
  • Technology and Systems: Comfortable with the following software: G Suite, CRM, Slack, Trello; preferably intermediate to expert level proficiency 

Why You'll Love It Here

  • 100% medical, dental, and vision coverage for full-time employees
  • Flexible time off & paid holidays
  • 401k to help you save for the future
  • Stock options
  • Gym membership at LA Fitness Signature Clubs
  • We like to do fun things together! Conferences, off site retreats, and happy hours
  • Parental leave program
  • Whatever mode of transportation you use - we got you covered!
  • Employee referral bonuses to encourage the addition of great new people to the Knock team
  • Plus free lunch on Fridays!

At Knock we don’t discriminate on the basis of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • SalesforceCRM


Ballard is a hip waterfront neighborhood with trendy restaurants, indie shops, bars and craft breweries centered on historic Ballard Avenue.

An Insider's view of Knock

How would you describe the company’s work-life balance?

The company is respectful of people's time and work life balance. Team members on my team work from home on Wednesdays. Flex vacation policy also works well.


Principal Product Manager

What's the biggest problem your team is solving?

Overcoming customer challenges, training new hires and ramping them up quickly.


Director of Sales - West

What are some things you learned at the company?

I really like that we are using the Objectives & Key Results (OKR) goal-setting methodology. It aligns the individual's goals all the way up to the company goals and provides for transparency across the company. It gives me assurance that my efforts are making a difference to help us meet our company goals.



What unique initiatives do you have that encourage innovation?

One of our core values is innovation. We define it by 10X thinking. We encourage teammates to think “an ounce of prevention is worth a pound of cure”. I never miss an opportunity to challenge a teammate to try harder to find a preventative solution to a problem (product, process, people) before agreeing to move forward with a "cure".



How has your career grown since starting at the company?

I started at Knock in Jan 2019 as a 1-person team covering all things PeopleOps. After 13 months (Feb 2020) my team grew to 5 with specialities in IT, Office Admin, Talent & HR. This allows us to provide the best support to our employees so they are happy and successful at Knock. Being able to manage so many functions of the business is incredible!


Director of Talent & HR

What are Knock Perks + Benefits

Knock Benefits Overview

Our award-winning platform is loved by our customers and is growing rapidly. We are building a team that embraces our “things change fast” mentality and is eager to solve tough problems as we continue to scale. If that is the environment where you thrive, we would love to hear from you!

Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
4 year vesting period - 1 year cliff at 25% then monthly for the remaining 3 years.
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for the primary caretaker. We also provides 4 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home two days a week for the engineering org. For the rest of the org, people can work from home on a case by case basis.
Company sponsored family events
Once a year we do a summer BBQ that all employees can bring families to attend. Occasionally our monthly happy hours will be at a location that will be family/dog friendly.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees have flexible sick time per our flexible time off policy.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Bike storage in the building, limited on-site or near-site parking, Orca Card reimbursement.
Company Outings
We host a monthly happy hour either in our out of the office.
Stocked Kitchen
We keep healthy snacks regularly stocked in the kitchen.
Some Meals Provided
Employees get free lunch on Friday.
Happy Hours
Happy hours are hosted once per month.
We offer limited parking to employees based on availability.
Pet Friendly
Knock's pet policy is occasional bring your pet to work days.
Fitness Subsidies
LA Fitness is across the street! We provide a gym membership there that will get you into any LA Fitness in the country.
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
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