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Customer Success Specialist


Avail is a Chicago-based startup that provides the tools, education, and support that do-it-yourself landlords need to manage their rental properties. Our tools include syndicated rental listings, tenant screening, digital leasing, rent collection, and maintenance tracking. More than 600,000 landlords and their tenants from across the United States use our platform today.

The opportunity with Avail is huge. There are currently 53 million landlords and tenants in the United States who transact in the rental property market. Avail is building a world-class team to help us transform this fragmented industry, one rental unit at a time.

Avail was started in 2012 by two former investment bankers who saw a need to help landlords better manage their properties. Since then, the company has become one of Chicago’s fastest-growing startups. Recently chosen as 1871’s 2019 Rising Star, Avail is looking to attract top talent to help build a powerful marketplace that will deliver the rental experience landlords and tenants deserve. The Avail office is located in River North, Chicago.


We are looking for a Customer Success Specialist to support our amazing customers! You will be accountable for making sure our customers have a world-class customer experience by receiving continued value from our product. This is a critical role in the organization and embodies one of our core values: Customer-Centricity.

You own the success from sign-up through the ongoing unit and user lifecycle. This requires working across the organization including, but not limited to, the following functions: product education, proactive customer outreach (calls and emails), ongoing feedback loop to Product, and data monitoring. Customer Success specialists will be internal champions for external customer excellence that crosses all functions within the org: marketing, design, operations and analytics and product.

You will:

  • Support Customer Success Manager with day-to-day interactions
  • Form relationships and educate the customer on new product introductions and features to drive optimal product use via phone calls, email and web meetings
  • Partner with customers to develop strategies to ensure best use of the product and help them achieve maximum value our services
  • Monitor and improve the following KPIs - Activation, Engagement, Churn, Re-Engagement
  • Summarize product feedback gathered from customer calls/meetings and act as an advocate for our customers with internal development and product teams
  • Form relationships and educate the customer on new product introductions and features to drive optimal product use via phone calls, email and web meetings
  • Serve as the main point of contact for the customer (external) and the voice of the customer (internal) to projects and help prioritize product requests
  • Monitor customer health and risk. Develop and execute success plans when as required working with customer support, product development and engineering
  • Proactively manage and follow up with multiple accounts to ensure customer’s success in services renewal, adoption of products, customer health and overall satisfaction
  • Identify opportunities for upsell
  • Maintain up to date knowledge of real estate industry, Avail product, and customer personas

  • You're a great fit if:

  • Bachelor's Degree
  • Entrepreneurial spirit and a passion for people
  • Analytics - comfortable in Excel/Mixpanel and talking through data
  • 1-2 years of experience working with customers in Account Management or Customer Success role
  • Experience working with a SaaS platform product (B2C), preferred
  • Expert written, oral communication and presentation skills
  • Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done
  • Highly organized with a strong sense of urgency to meet deadlines

  • Nice to haves:

    • Experience working with fast-growth technology company, preferred
  • Experience in the following tools: Zendesk and Airtable
    • Unlimited PTO
  • Medical and dental insurance benefits
  • Commuter and transit benefits
  • Professional growth opportunities
  • Casual dress code
  • Employee referral program
  • Opportunities for professional development
  • Modern office with flexible work from home policy
  • Coffee on tap
  • Monthly stipend at the local coffee shop
  • Team building events, lunches, stocked kitchen
  • Avail is an Equal Opportunity Employer
    • Integrity
  • Ownership
  • Persistence
  • Customer Centricity

    Avail required 100% of staff to work remotely starting March 12, 2020, and this is inclusive of interviewing, onboarding, and the day-to-day work of every Avail role. While we miss each other’s physical company, we’ve embraced the change. We think our team has been even more transparent / productive / collaborative since going 100% remote. So much so that we’re contemplating additional remote work environment policies, post quarantine. At this time, please consider that this role is remote, but our intention is to return to an office setting, in Chicago, when local health authorities and CDC say it is safe to do so.

    Please include these in your application:

  • Your resume
  • 100-word response on why you want to join Avail

  • To Apply:

    To apply, send us an email at jobs+customer_success_specialist_@avail.co with the items above. Let us know if you have any questions!