Senior Client Success Manager

Senior Client Success Manager New York, New York, United States Client Success is the front line of VTS's retention engine. As a Senior CSM, you aren't just managing accounts—you are partnering with executive leaders at the most influential commercial real estate firms on the planet to transform how their businesses operate. With the support of powerful data-driven workflows and advanced VTS AI tools, you will own relationships with our largest, most complex clients. You'll act as a strategic powerhouse, driving high-level product engagement, pioneering adoption strategies, and ensuring value realization across our entire ecosystem. Simply put, when our Senior CSMs success, the world's leading CRE giants scale and thrive with us. This isn't your typical CSM role. At VTS, you'll join a high-impact, AI-augmented CS team that's rethinking how modern enterprise client success is executed. You will: Build Elite Partnerships: Establish deep, "trusted advisor" relationships with executive sponsors, asset managers, and senior decision-makers across the country, aligning VTS with their ultimate macroeconomic business goals. Drive Strategic Value Realization: Move far beyond simple onboarding; you will serve as a core change leader, proactively identifying workflow gaps and challenging enterprise clients when necessary to maximize their ROI. Command Retention: Partner hand-in-hand with Sales and senior leadership to lease Executive Business Reviews (EBRs), dictate retention strategies, and identify expansion and upsell opportunities. Collaborate Within a Coordinated Ecosystem: Seamlessly orchestrate cross-functional initiatives alongside Sales, Implementation, Marketing, and Product teams to ensure an elite, unified client experience. Be the Voice of the Customer: Serve as the ultimate internal advocate, channeling critical product feedback and strategic client needs directly to our Product and Engineering teams to help shape the future of the VTS platform. Mitigate Enterprise Risk: Utilize predictive adoption data and cutting-edge tools to proactively spot "at-risk" accounts, deploying swift, cross-functional solutions to safeguard long-term retention. You're not just looking to maintain a portfolio; you're looking to command one. You are a natural strategic advisor and analytical thinker who gets fired up by solving complex client puzzles and hitting aggressive retention goals. You could be a great fit if: You bring 3–5 years of experience in a high-stakes, revenue-generating, or client-facing enterprise SaaS role. You possess strong fluency or highly preferred experience within the Commercial Real Estate (CRE) industry. You are deeply curious, coachable, and tech-savvy—ready to embrace new AI tools and systems to work smarter, faster, and more analytically. You possess masterful communication skills, comfortable navigating high-pressure rooms and steering conversations with C-suite stakeholders. You thrive in a fast-paced, goal-driven environment and love being a mentor and leader on a team that is building something massive. 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 City, London, Toronto, Chicago. To learn more about VTS and view our open roles, visit us at vts.com. 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 $125,000 and $150,000 and is determined by several factors, including your skills, prior relevant experience, quality of interviews, leveling, and geography. 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. 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