Customer Success Analyst

theguarantors-open-positions; United States; On-site; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

HSA employer contrib

FSA

401k

PTO & holidays

Lunch perk

Flexible hours

Parental leave

Disability coverage

Job summary

TheGuarantors, a fintech innovator protecting lease value for multifamily operators, seeks a Customer Success Analyst. You’ll guide renters and property managers through our application process and deliver exceptional support with empathy, clarity, and efficiency.

You’ll handle calls and emails, gather usage data to improve the user experience, and work with a collaborative team. A related degree and strong communication skills are preferred; EST hours plus one weekend day are required.

Qualifications

• Bachelor’s degree in a related field or equivalent experience.
• Empathy, integrity, and a sense of humor.
• Excellent written and verbal English communication.

Responsibilities

• Manage a pipeline of deals and proactively follow up with customers to move deals forward and drive revenue.
• Communicate with customers via phone and email in a wide range of situations with a tailored approach.
• Gather data on customer communications and engagement to improve the user experience.

Skills

Empathy

Detail-oriented

Customer-centric

Teamwork

Analytical skills

Multitasking

Time management

English communication

Education

Bachelor’s degree or equivalent experience

Tools

Slack

Zoom

Job description

TheGuarantors is a fintech company helping multifamily owners and operators mitigate leasing risk while expanding access for renters. With a deep understanding of owner, operator, and renter needs, we believe renters deserve better access to the home of their choice and operators deserve greater protection and growth opportunities. That’s why we’re leveraging our real estate expertise and using AI-driven renter underwriting to help operators qualify renters faster while mitigating the financial risk of renter default. With $7B+ in lease value protected, we work with 9 of the country’s top 10 operators, are the #1 lease guarantee provider nationwide, and have consistently been named one of Inc. 5000’s fastest-growing companies, Forbes’ Best Startup Employers, Deloitte’s Technology Fast 500.

In the Customer Success Analyst role, you'll be at the front line of communication with renters, landlords, or brokers, providing vital support to ensure a seamless experience. Whether guiding renters through the application process or helping property managers understand our offerings, you’ll play an essential role in delivering exceptional service. This position requires a strong focus on empathy, clarity, and efficiency, as you’ll address inquiries, resolve issues, and build trust with our customers every step of the way.

What You’ll Do

• Manage a pipeline of deals and proactively follow up with customers in order to move deals forward and drive revenue
• Communicate with customers via phone and email in a wide range of situations that each require a unique approach
• Gather data on customer communications and engagement to fuel our never-ending quest to improve the user experience

What You Bring

• Bachelor’s degree in a related field or equivalent experience
• A roll-up-your-sleeves mentality with excitement to research and learn what you don’t know
• Empathy, integrity, and a sense of humor!
• Highly organized and detail-oriented
• Customer-centric mindset
• Possess a team-oriented attitude
• Strong math and analytical skills
• Must be able to multitask and be highly adaptable to change
• Ability to work during business hours (8 hour workday between 8 a.m. - 7 p.m. Eastern Standard Time) and work one weekend day per week with one day off during the week (5-day work week)
• Excellent written and verbal communication skills in English

Nice To Have

(Include any skills that would be bonuses to the position, but are not required)

• Fluency in an additional language
• Prior experience with spreadsheets, data, and technology
• Experience with communication tools such as Slack and Zoom
• Experience working in a remote environment

Benefits

• Opportunities to make an impact within a fast growing company
• Medical, dental, & vision insurance, beginning day one
• Health savings account with employer contribution
• Flexible spending accounts (healthcare, dependent care, commuter)
• 401(k)
• Generous PTO and paid holidays
• In-office lunch perk
• Flexible working hours
• Paid parental leave
• Company sponsored short and long term disability

Base Salary

The base salary range is between $50,000 - $60,000 annually.

Base salary does not include other forms of compensation or benefits. Final offer amounts are determined by multiple factors, including prior experience, expertise, location and current market data and may vary from the range above.

TheGuarantors is an Equal Opportunity Employer. We celebrate diversity and are committed to an inclusive environment for all.