Customer Success Account Manager

The Customer Success Manager - Multifamily bridges the gap between technical execution and client retention. You will own the post-implementation lifecycle for Brivo’s multifamily property portfolios. This role is responsible for designing and delivering impactful training programs while proactively managing account health, accelerating community adoption, and serving as a trusted advisor to property managers and facility operators. Location: Austin Key Responsibilities Seamless Post-Implementation Transition: Act as the primary post-sale contact immediately following implementation. Partner closely with the Brivo Multifamily Implementation Specialists team to execute a structured, friction-free handover process from deployment to live operations. System Capability Verification: Validate that the hardware (smart locks, readers, control panels) and SaaS platform are fully integrated with the property management system (PMS) like Yardi, RealPage, or Entrata. Operational Readiness: Ensure property staff (property managers, leasing agents, and maintenance techs) are fully capable of navigating the Brivo platform, to manage resident credentials, monitor security video, and grant remote access. Align customer and Brivo success criteria and value creation and mitigate risk Strategic Alignment: Partner with property management executives to document their specific definitions of success - such as reducing vacant unit turn times, eliminating physical key tracking overhead, or increasing property premium value. Value Proving & ROI: Conduct, participate in regular Executive Business Reviews (EBRs) to demonstrate quantifiable value (e.g., operational hours saved via automated credential provisioning, reduction in unauthorized access incidents). Risk Management: Proactively identify churn or stagnation risks early in the customer lifecycle. Track slow adoption patterns, unresolved technical hitches, or property staff turnover, deploying targeted intervention plans to secure high Net Revenue Retention (NRR). Serve as a deep subject matter expert for new end-user customers Consultative Guidance: Serve as the definitive authority on multifamily physical security, smart building workflows, and cloud access control best practices. Cross-Functional Liaison: Translate complex technical features into clear business outcomes for the client. Channel user feedback directly to Brivo Product and Support teams to advocate for requested multifamily features, API upgrades, or feature enhancements. Feature Optimization: Audit customer configurations to suggest underutilized features, such as scheduling vendors, configuring visitor management, or leveraging cloud video analytics. Customer success & account health Proactive Health Analytics: Utilize internal customer success tools to monitor system usage, analyzing key SaaS and hardware adoption metrics across your property portfolio. Lifecycle Retention Management: Deploy customized adoption frameworks and operational playbooks across residential portfolios, mitigating implementation friction to ensure optimal account health and maximize long-term client retention. Commercial Growth & Expansion: Collaborate with sales teams to identify upsell opportunities, scaling Brivo adoption via systemic hardware upgrades, additional site launches, and advanced module integrations. Training & enablement Customized Educational Playbooks: Design flexible, scalable enablement paths tailored for various property roles, directly addressing high turnover among onsite leasing personnel. Onboarding & Feature Rollouts: Deliver interactive live and virtual sessions during key product releases to drive immediate utilization and long-term user engagement. Self-Service Enablement: Develop and distribute quick-reference resources, microlearning videos, and operational job aids to empower property teams to independently resolve resident access needs. Skills, Knowledge & Expertise Industry Knowledge: Over five years of proven experience in proptech or residential real estate, possessing a comprehensive grasp of operational workflows, property portfolio dynamics, and the unique requirements of property managers. Industry Knowledge: Deep familiarity with property management systems (e.g., Yardi, RealPage, Entrata) and property staff operational cycles. Project Management: Proven track record in establishing, expanding, and governing operational execution models, deployment playbooks, and standardized rollout methodologies across large-scale property portfolios. Enablement & Support Optimization: Advanced proficiency in crafting proactive educational frameworks and onboarding initiatives for both end users and property managers, driving self-sufficiency following launch while reducing ticket volume. Data-Driven Operations: Analytical orientation skilled in evaluating deployment throughput, monitoring adoption health KPIs, and converting technical parameters into streamlined operational procedures. Stakeholder Communication: Superb interpersonal capabilities with demonstrated success unifying varied partners, including property managers, site technicians, and internal business groups. Technical Proficiency: Practical experience utilizing enterprise CRM applications (such as Salesforce) and specialized customer health platforms (including Gainsight) to drive portfolio analytics. Travel: Ability to travel up to 25% for on-site training blitzes or portfolio reviews. Why Work for Brivo? Brivo is a Great Place to Work-Certified company and the global leader in cloud-based access control and video surveillance. Following our merger with Eagle Eye Networks, we are building the only platform powerful enough to support the future of AI-driven security. Why Your Work Matters Innovation drives our vibe, but purpose drives our mission. You will work on essential systems that protect the health, safety, and welfare of people and property worldwide. At Brivo, your voice is heard, your talent is respected, and your contributions have a global impact. The Brivo Experience: We thrive on in-person collaboration and a "one-team" atmosphere. We embrace our international presence, leveraging diverse ideas and backgrounds to improve our culture and our products. To keep our global teams connected and inspired, we provide a premium onsite experience featuring communal meals, recurring social events, and fully stocked workspaces—ensuring you have everything you need to stay focused while building the future of security. Total Rewards: We support our people with competitive medical, vision, and dental plans (including company-offset premiums), a 401 (k) with company match, and an unlimited Paid Time Off (PTO) policy that empowers you to take the time you need to maintain a healthy work-life balance. Individual compensation packages are based on job-related skills, experience, qualifications, work location, training, and market conditions. In addition, Brivonians enjoy a robust benefits and perks package tailored to their work location. About Brivo Brivo and Eagle Eye Networks have come together to create a category-defining, cloud-first platform at the intersection of AI and the physical world. Our mission is simple and ambitious: to make physical spaces safer, smarter, and more autonomous—from single-site businesses to global enterprises. As the unified global leaders in cloud-based access control and video surveillance, we provide a comprehensive digital foundation for the built environment. By combining Brivo’s pioneering building access platform with Eagle Eye’s AI-powered video management system (VMS), we have created a system of intelligence that protects over 600 million square feet across 90+ countries. Every door, camera, and credential in our ecosystem acts as a real-time sensor, leveraging AI to prevent incidents, improve operations, and enable entirely new workflows across sectors, including commercial real estate, retail, healthcare, education, and critical infrastructure. With a global footprint spanning headquarters in Bethesda, Maryland, and Austin, Texas, and international offices in Amsterdam, London, Bangalore, and Tokyo, we are leveraging our open APIs and cyber-secure cloud infrastructure to reshape the future of physical security. Join us as we build the world’s most robust platform for video intelligence and smart space automation. Learn more at Brivo is an equal employment opportunity employer and values diversity. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law. If you require reasonable accommodations during the application or interview process, please inform us. #J-18808-Ljbffr Brivo