Customer Success Manager

Customer Success Manager

Customer Success is the front line of VTS's retention engine. As a Customer Success Manager (CSM), you are the tactical expert who partners directly with commercial real estate teams to ensure they are extracting maximum value from our platform.

With the support of powerful data-driven workflows and advanced VTS AI tools, you will own and manage a dedicated portfolio of accounts. You'll act as a core strategic advisor for our users—driving value through high-velocity adoption, and turning daily users into VTS champions. Simply put, when our CSMs succeed, our customers thrive and continue to grow with us.

** Please note that this opportunity is located in New York, NY, and requires this hire to work from our office four days a week. ** What you can expect as a Client Success Manager:

This isn't your typical account management role. At VTS, you'll join a high-impact, AI-augmented CS team that's rethinking how modern client success is done.

You will:

• Own Your Book of Business: Act as the primary point of contact and trusted partner for a dedicated portfolio of accounts, establishing long-term relationships with key stakeholders.
• Optimize & Transform Workflows: Lead the charge in helping clients transition from slow, manual processes into streamlined digital workflows within VTS, teaching users how to leverage the platform to accelerate business.
• Drive Proactive Account Health: Monitor usage metrics and adoption insights to catch "at-risk" users early, stepping in with targeted proactive outreach.
• Execute Retention Strategies: Manage client value realization to secure renewals and collaborate closely with our Sales teams to spot account expansion and upsell opportunities.
• Conduct Business Reviews: Lead regular business reviews to align the platform's capabilities with your clients' ongoing operational goals.
• Collaborate Cross-Functionally: Work hand-in-hand with Product, Support, and Sales teams to advocate fiercely for client feature requests and directly influence our product roadmap.

What Makes You a Great Fit?

You're not just looking to execute tasks; you love building relationships, solving complex client problems, and guiding clients toward clear, successful outcomes.

You could be a great fit if:

• You bring 2–3 years of experience in Customer Success, Account Management, or a similar client-facing role within a SaaS, PropTech, or Real Estate environment.
• You are deeply curious, coachable, tech-savvy, and highly adept at mastering and troubleshooting complex digital workflows.
• You are a strong communicator who can translate technical concepts into simple, actionable business insights for non-technical users.
• You can manage multiple client projects simultaneously while maintaining a sharp attention to detail and hitting your goals in a fast-paced environment.

What VTS Values & How We Show It

• Strive for Excellence - We know your potential is unlimited. Take advantage of our executive coaches and our training and career development programs available to all employees!
• Be Customer Obsessed - We're employee obsessed too! VTS offers competitive compensation, comprehensive health benefits (including dental and vision), pre-tax commuter benefits, and a 401(k) plan. Not to mention the fun stuff - quarterly happy hours, wellness events, clubs, and team lunches!
• Be Curious - Benefit from a culture that promotes new learning. VTS offers an education stipend to all employees!
• Move as One - We work in an open floor plan to promote cross-functional collaboration.
• Take Ownership - Be an owner of the company you're building with our equity packages.
• Appreciate the Difference - VTS embraces and celebrates diversity. We understand the importance of a strong work-life balance. We offer a flexible PTO policy, generous family leave program, and more!

ABOUT VTS

VTS is the only AI-driven technology platform enabling intelligent real estate by unifying industry professionals, investors, and their customers at scale. In 2013, VTS revolutionized commercial real estate leasing operations with what is now VTS Lease. Today, VTS AI is the largest first-party insights and collaboration engine in the industry, transforming how strategic decisions are made and executed by the real estate industry globally.

With the VTS Platform, consisting of VTS Lease, VTS Market, VTS Activate, and VTS Data, every stakeholder in real estate is given real-time market information and workflow tools to do their job with unparalleled speed and intelligence. VTS is the global leader, with more than 60% of Class A office space in the U.S., and 13 billion square feet of office, residential, retail, and industrial space is managed through the platform worldwide. VTS is utilized by over 45,000 professionals and over 1.2 million total users each day, including industry-leading customers such as Blackstone, Brookfield Properties, LaSalle Investment Management, Hines, BXP, Oxford Properties, JLL, and CBRE. VTS maintains offices in New York, London, Toronto, Chicago.

Pay Transparency

At VTS, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. The base salary is market-driven at the time of offer and is based on tier 1 market data. The salary for this role will range between $100,000 and $125,000 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography. There is a bonus structure for the position that will bring the OTE (on target earnings) to $110,000 - $137,500 depending on the base salary agreed upon and achievement to goals.

EEO Guidelines

VTS embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All your information will be kept confidential according to EEO guidelines. For more information about what we collect and how we use it, please refer to the Candidate Privacy Statement. If you have a disability or special need that requires accommodation at any time during the recruitment process, please let us know at View email address on click.appcast.io

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