Customer Success Manager

Job Description

Job Description

We're Changing the PropTech Industry

We're a profitable, growth-stage company building industry-leading martech and data products for the PropTech space. Our focus is on our category-leading AI and data SaaS products with triple-digit growth rates. 

We're a fully remote team of 100+ spread across the U.S. from coast to coast. We operate on a strict no a**holes policy and are proud to have built a community of highly performant people that take our work seriously, but not ourselves. And, we're looking for exceptional people to help further accelerate our growth.

While we've raised $30MM+ to date from some of the world's best investors, we're profitable with a strong balance sheet and an indefinite runway. We pride ourselves on achieving rapid growth without having to incinerate capital. 

About Our Products

ApartmentIQ is the all-in-one data platform powering smarter decisions across multifamily—covering 40M units with daily property and market intelligence used for surveys, research, and revenue management. We're trusted by 65% of the NMHC Top 50. Our sister company, MavenAI, delivers AI-powered marketing automation built by industry experts and integrated directly with property management systems, serving over 2M units.

The Role

As the Customer Success Manager for the ApartmentIQ product, you'll play an important role in driving a seamless experience for our customers — taking ownership of creating and managing relationships, maintaining account health, surfacing growth opportunities, providing product feedback, and driving the customer renewal process, all while being an advocate for our customers. Working closely with each customer, you'll gain real insight into their objectives and challenges, crafting personalized plans that cater to varying levels of need across multiple stakeholders. You'll need a genuine passion for customer success and a proven track record of hitting your retention targets, along with the consultative instincts to navigate more complex, multi-threaded accounts.

What You'll Do:

• Relationship Management & Strategy
  • Build and nurture strong relationships across your book of accounts, developing deep, multi-threaded connections with decision-makers and stakeholders to deeply understand their goals and deepen platform usage
  • Create and document a tailored client success plan for each assigned account
  • Conduct regular business reviews to measure progress and ensure clients are achieving their desired outcomes
• Retention & Growth Awareness
  • Surface expansion opportunities across your book and collaborate with Sales to execute
  • Consult with customers on strategy, upcoming product releases, and identify account growth opportunities
  • Own retention targets within your assigned client base
• Product & Technical Fluency
  • Stay familiar with ApartmentIQ's full product suite (Market Survey, Explore, Daylight, and emerging products), knowing the signals that each call for, and understanding with enough depth to speak confidently across products your accounts haven't purchased yet
  • Understand how underlying data is sourced and validated well enough to explain data questions or discrepancies to clients directly
  • Tailor conversations to the right buyer persona per account (marketing, operations, revenue management, asset management)
• Cross-Functional Collaboration
  • Partner with Product, Support, and Marketing to inform the product roadmap and customer communication strategies
  • Maintain detailed, accurate, up-to-date customer data in the CRM

What We're Looking For:

• 4+ years in Customer Success Management
• Multifamily experience is preferred
• Experience working with a SaaS product preferred
• Proven track record hitting monthly benchmarks & metrics
• Comfort operating in a multi-product, technically complex environment; prior experience with data-heavy or analytics-driven SaaS platforms preferred
• Strong communication skills, with the ability to navigate complex, multi-persona relationships
• Self-driven, coachable, and energized by a growth mindset
• Demonstrated ability to create great customer experiences, even across a demanding, high-touch book of business
• A collaborative team player who contributes to the success of the broader CS org
• Bachelor's degree or higher

Why Choose Us:

• Remote-First: We offer the freedom to work from home across most of the U.S. You'll enjoy the flexibility of remote work, balanced with high-energy in-person offsites to build real connections and celebrate our wins together.
• Competitive Compensation: We believe in hiring the best and paying accordingly. You'll receive a competitive salary that reflects your impact and expertise.
• Paid Time Off: Take the time you need with our flexible vacation policy and dedicated paid parental leave to support you and your family's biggest milestones.
• Your Health Matters : Stay healthy with high-quality Medical, Dental, and Vision insurance plans for you and your family.
• Peace of Mind (On Us): We fully invest in your security with 100% company-paid Short-Term Disability, Long-Term Disability, and Basic Life Insurance.
• Protection for Your Whole Crew: Access supplemental insurance for the unexpected, plus specialized coverage to keep your pets happy and healthy, too.
• Invest in Your Future: Secure your financial goals with our 401k Program, helping you build for the long term while you help us build the company.

If you need assistance and/or a reasonable accommodation in the application or recruiting process, please contact your recruiter.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

We want to alert you to potential recruiting scams targeting job seekers. Please note that our company will never request payment, personal information, or any confidential details during the interview process.