Managing customer success for property management clients is the core of this leadership role, which focuses on AI-powered marketing solutions for multi-location businesses. You will coach and develop Customer Success Managers, ensuring high-quality support and helping property management customers maximize their technology investments and achieve measurable business outcomes. This role involves improving customer engagement, resolving escalations, and driving retention by working closely with Sales, Implementation, Support, and Product teams.
Responsibilities
Lead, coach, and develop a team of Customer Success Managers, setting clear expectations, providing ongoing feedback, and supporting professional growth and consistent execution
Monitor team performance against key metrics related to customer retention, product adoption, engagement, satisfaction, and overall account health
Guide Customer Success Managers in developing and executing strategic success plans that align product capabilities with customer objectives, demonstrate measurable value, and proactively mitigate account risks
Help team members build strong, multi-threaded relationships with stakeholders across customer organizations, positioning them as trusted advisors who understand business priorities and operational challenges
Oversee customer relationships within the multifamily property management sector, helping teams navigate complex account structures, property acquisitions and mergers, evolving regulations, and changing customer requirements
Establish and reinforce scalable processes, repeatable playbooks, and best practices for managing high-volume, high-impact property accounts
Partner with Sales, Implementation, Support, and Product teams to coordinate customer initiatives, improve internal alignment, and deliver a seamless customer experience throughout the customer lifecycle
Support the resolution of customer escalations by coordinating internal stakeholders, ensuring timely communication, identifying root causes, and driving issues toward effective resolution
Use customer feedback, performance data, and account health indicators to identify improvement opportunities and strengthen retention, adoption, and long-term customer relationships
Adapt team priorities and operational practices as business needs evolve, taking ownership of additional responsibilities when required
Requirements
At least 5 years of experience in Customer Success, including 1–2 years of people management or team leadership experience
Direct experience working with or within the multifamily property management industry, with a strong understanding of its stakeholders, business models, operational requirements, and customer relationship dynamics
Demonstrated ability to coach, motivate, and develop team members, improve performance, and establish clear expectations and accountability
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Strong understanding of customer success practices, including success planning, customer adoption, engagement, retention, account health, and risk mitigation
Excellent analytical, organizational, and problem-solving skills, with the ability to interpret performance metrics and translate insights into actionable improvements
Strong consultative communication and interpersonal skills, with the ability to build trusted relationships, navigate complex stakeholder environments, and manage sensitive customer conversations
Proven ability to collaborate cross-functionally, coordinate competing priorities, and resolve customer issues efficiently with internal teams
Experience managing complex customer accounts and supporting teams through changing customer requirements, operational challenges, and escalations
A proactive, adaptable mindset, with a willingness to embrace evolving business priorities and take ownership of additional responsibilities as needed
Ability to work fully remotely and collaborate effectively with a geographically distributed team
Benefits
Bonus or commission opportunities
Comprehensive healthcare: Medical, dental, and vision insurance options for eligible full-time, permanent employees
Retirement savings: Access to a 401(k) plan with employer matching for eligible employees
Flexible paid time off: Time away from work to support personal needs, rest, and work-life balance
Quarterly wellness days: Dedicated time to prioritize well-being and recharge
Paid holidays: Paid holiday time for eligible full-time, permanent employees
Remote work flexibility: A fully remote working arrangement that supports collaboration across distributed teams
Employee engagement initiatives: Programs designed to encourage connection, collaboration, and a positive team culture
Career development: Opportunities to strengthen leadership capabilities, develop customer success strategies, and contribute to continuous improvement across the organization
Collaborative work environment: Work cross-functionally in a fast-paced, agile setting that values initiative, fresh ideas, and measurable customer impact
About the Company
This position is listed on behalf of a partner company that delivers AI-powered marketing solutions to multi-location businesses, with a particular focus on the multifamily property management industry.
