Client Success Representative

QuikStor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide.

The Client Success Representative is an account management role that owns the relationship with a portfolio of QuikStor clients from the completion of initial implementation through the life of the account. The Representative is introduced at the start of implementation and becomes the primary relationship owner after go-live.

The role has two priorities: retention and growth. The Representative drives feature adoption, serves as the client’s main point of contact, and coordinates with Support to ensure issues are resolved. They also identify opportunities to upsell modules and features and expand accounts through additional facilities and services.

This is a post-sale account management role, not a new business/hunter role. The Representative earns a commission on the collected recurring revenue of every assigned account, phased in over the first year of each assignment, and a commission on all new business added to those accounts. The plan resets every January. Success is measured by gross and net revenue retention, new business added, collections, feature adoption, and client satisfaction.

Own the relationship for an assigned portfolio of clients and all their facilities after implementation.

Be introduced during implementation, participate in key touchpoints, and assume ownership at go-live.

Serve as the primary client contact for any issue, and route day-to-day technical issues to Support, which remains the first line of support.

Build trusted relationships with owners, operators, regional managers, and facility staff.

Keep HubSpot records accurate and current, including contacts, facilities, products, contract terms, and account health.

Maintain an account plan for each client covering renewals, growth opportunities, and risks.

Confirm at handoff that each facility is operating on the platform as designed and that the client knows how to get help.

Drive adoption of key QuikStor features, including automated rent increases, delinquency and auction workflows, online payments and autopay, websites and web components, payment processing, insurance, and access control integrations.

Conduct training and scheduled check-ins to reinforce best practices and increase adoption across facility teams.

Introduce clients to new releases and capabilities and help them implement and maximize their value.

Coordinate with the Training team to develop client curriculum and onboard new client staff.

Monitor usage, support activity, billing status, and satisfaction to identify at-risk accounts early and act on them

Run a regular review cadence with every account, including quarterly business reviews for larger operators

Own renewals end to end and resolve commercial issues before they become cancellation risks

Partner with Finance on past-due balances and billing questions so that collected revenue stays current

Identify and close expansion within assigned accounts, including additional facilities, add-on modules, website and web component subscriptions, insurance programs, and other recurring services

Prepare quotes and order forms within approved pricing and partner with Sales leadership on anything outside standard terms

Refer hardware, professional services, and net-new operator opportunities to Sales

Track every expansion from signed order through go-live and first payment

Capture client feedback and feature requests in Intercom for Product review

Follow open support issues for assigned accounts through the Support team's tracker process, push for resolution, and keep the client informed

Share client insights with Product, Marketing, Implementation, and Support

Support to drive timely client issue resolution without owning the support queue

Collaborate with Product and Marketing on client communication and enablement

Coordinate with Finance and Operations to maintain accurate billing, contracts, and account records

Gross and net revenue retention of the assigned portfolio.

New business added to assigned accounts each Plan Year, measured as annualized value.

Collected revenue kept current, with past-due balances over 60 days held to a minimum.

Adoption of key features across the portfolio, including facilities on current releases.

Client satisfaction scores and referenceable accounts.

Accuracy of account records and account plans in HubSpot.