Customer Success Manager

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Take ownership of renewal outcomes and net revenue retention for your assigned portfolio.

• Track health scores, proactively address churn signals, and implement save strategies.

• Collaborate with Sales to uncover upsell and cross-sell opportunities; share responsibility for revenue growth targets on designated accounts.

• Establish and nurture trusted relationships with key stakeholders; perform quarterly business reviews aligned with client objectives and measurable ROI.

• Enhance product adoption through strategic onboarding, continuous education, and success planning.

• Relay client feedback to Product, Marketing, and Leadership; document success stories that reinforce revenue and retention narratives.

⛳️ Requirements

• Over 7 years of experience in multifamily and/or SaaS client success management with enterprise accounts.

• Proven history of achieving or surpassing NRR, churn, and retention objectives.

• Strong executive presence along with excellent presentation skills.

• Proficient in Salesforce, Gong, Slack, G-Suite, and similar platforms.

• Analytical mindset — adept at using data to narrate a story and influence decision-making.

• Bachelor's degree is preferred.

🏝️ Benefits

• Comprehensive benefits package that includes health, dental, vision, 401K, PTO, and more.