Client Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage regularly with communities and leadership from ownership groups to assess sentiment, identify emerging needs, and ensure the account aligns with a documented success strategy.

• Evaluate customer health against established criteria to proactively identify risks and uncover growth opportunities.

• Recognize and address recurring challenges faced by clients. You will have direct access to all necessary communication channels to ensure that problem areas are identified and prioritized.

• Cultivate relationships beyond daily site contacts by identifying and developing champions and involving executive decision-makers within the ownership group.

• Serve as the voice of the customer—collecting feedback and collaborating with Product, Support, and Marketing to influence the roadmap.

• Take ownership of retention and net revenue retention (NRR) targets for your portfolio.

• Collaborate closely with Sales on expansion strategies and with Support and Operations to provide a seamless client experience.

• Conduct strategic business reviews that report on ROI and account health, providing regular updates on satisfaction levels and identified growth or improvement opportunities.

⛳️ Requirements

• A minimum of 4 years of experience in customer success or account management, preferably in the B2B SaaS sector. Experience in multifamily or proptech is highly desirable.

• Understanding of multifamily operations and the broader proptech landscape, including how property management companies assess and adopt vendor solutions.

• Exceptional verbal and written communication skills, with the capacity to foster strong client relationships.

• Strong problem-solving abilities and the capability to think critically and strategically about client requirements.

• A genuine passion for assisting clients in achieving success and a dedication to providing outstanding service.

• Proficiency in managing multiple clients and priorities simultaneously while maintaining meticulous attention to detail.

• Experienced in utilizing customer relationship management (CRM) software, preferably Salesforce, engagement platforms (e.g., Gong), and productivity software like Google G Suite.

• Comfortable taking ownership of and being evaluated against retention, NRR, and account health metrics, with a proven history of achieving targets.

• Demonstrated ability to adapt and embrace new challenges or initiatives as they arise.

🏝️ Benefits

• We provide comprehensive health, dental, and vision benefits.

• To help you manage your time effectively, we offer a 401k plan for employees.

• A complete compensation package along with additional benefits.

• We value hard work and also prioritize a healthy work-life balance with unlimited PTO.

• Paid Holidays.

• A variety of optional benefits, such as short-term disability and life insurance.