Customer Success Manager

Customer Success Manager

This role is designed for a strategic customer success professional who thrives at the intersection of client relationships, revenue growth, and product adoption. You will manage a portfolio of enterprise customers, ensuring they achieve measurable value while driving retention and expansion opportunities. The position plays a critical role in protecting customer relationships, improving satisfaction, and contributing directly to business growth. You will partner closely with sales, product, and leadership teams to influence customer outcomes and shape the client experience. This opportunity is ideal for someone who combines strong commercial instincts with exceptional relationship-building skills. You will operate in a fast-paced SaaS environment where proactive problem-solving and data-driven decision-making are essential.

Accountabilities:

The Customer Success Manager will own the success, retention, and growth strategy for a portfolio of enterprise clients, acting as the primary relationship manager while ensuring customers achieve long-term value from the platform.

• Own renewal outcomes and net revenue retention (NRR) across assigned enterprise accounts by monitoring customer health, identifying risks, and implementing proactive retention strategies.
• Identify and support expansion opportunities by partnering with sales teams on upsell and cross-sell initiatives.
• Build trusted relationships with executive stakeholders and lead strategic conversations, including quarterly business reviews focused on business goals, outcomes, and ROI.
• Drive customer adoption through effective onboarding, success planning, product education, and ongoing engagement programs.
• Act as the voice of the customer by sharing feedback, insights, and success stories with product, marketing, and leadership teams.
• Analyze customer data and health indicators to identify trends, improve engagement, and support informed decision-making.
• Collaborate cross-functionally to resolve challenges, improve customer experiences, and strengthen long-term partnerships.
• Travel approximately 30% for customer meetings, conferences, and industry events.

Requirements:

The ideal candidate is a customer-focused and commercially minded professional with experience managing enterprise SaaS relationships and driving measurable customer outcomes. They should be comfortable engaging executives, analyzing data, and operating in a dynamic environment.

• 7+ years of experience in customer success, account management, or client-facing roles within multifamily technology and/or SaaS environments.
• Proven experience managing enterprise accounts and achieving retention, renewal, churn reduction, or revenue growth targets.
• Strong executive presence with excellent presentation, communication, and relationship-building skills.
• Demonstrated ability to conduct strategic business reviews and communicate business value to senior stakeholders.
• Revenue-oriented mindset with the ability to identify opportunities for account growth.
• Analytical approach with the ability to use data and insights to guide customer strategies.
• Strong organizational skills with the ability to manage multiple priorities in a fast-moving environment.
• Experience with tools such as Salesforce, Gong, Slack, G-Suite, or similar customer management platforms.
• Bachelor's degree preferred.
• Candidates located in the CST or MST time zones are highly preferred.
• Must be authorized to work in the United States; visa sponsorship is not available.

Benefits:

• Competitive compensation package with a base salary of $80,000–$90,000 plus variable compensation.
• Full health benefits, including medical, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off (PTO).
• Opportunity to work remotely within the United States.
• Ability to collaborate with enterprise customers and make a direct impact on customer growth and retention.
• Professional growth opportunities within a fast-growing SaaS environment.